1 Find out why your customers use your service and how you can ensure customer loyalty.
Research has shown that customers make choices based on recommendations and their own experiences more than through advertising. Ask new customers why they came to your setting and their expectations of the service. Use this to build on your strengths and deal with your weaknesses. Satisfied customers will often pay a premium and will offer other forms of support such as fundraising.
2 Ensure best practice in early years provision.
Good customer service starts with best practice in care and education and in support for families. Incorporate the values of the sector into your provision. Recognise that standards set for external inspection are the minimum and develop your own measurable quality standards that staff and customers understand, using the new national care standards, the guidance (when available) and the NVQ standards.
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