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  • OUR VALUES...

    Video from Celia describing values

     

    5 Key Values

    As a team, we strive to uphold The Wellbeing Farm’s 5 core values:

    1. Customers at the heart of our operation – being friendly and putting our customers first to ensure they have the best possible experience
    2. Supporting the local area – working with local suppliers and businesses and providing volunteer opportunities to invigorate our local area
    3. Caring for the environment and our animals – ensuring our animals receive the best possible care and we positively impact the environment and natural habitats around the farm
    4. Knowing our staff – understanding and respecting the needs, goals and abilities of our staff and providing what each individual needs to thrive
    5. Living the brand – being passionate about what we do and striving to be the best we can be

     

    Our AWESOME values

    Appreciate our environment – we are an environmentally-friendly venue

    Wow our customers with the best service, experience and attitude

    Entrepreneurial – we aren’t afraid to do things differently, try new approaches, chase opportunities, challenge the status quo, and we find the yes inside the no – we will never give up a good opportunity

    Support each other, work as a team, and give honest feedback to one another

    Organise to deliver a great service – we always try to leave things a little bit better than we found them (don’t be lame)

    Make money and manage the money – we are commercially astute and socially aware

    Everything communicates

  • A

     

    APPRECIATE OUR ENVIRONMENT

     

    • Recycle, recycle, recycle – NO recycling to be thrown into litter bins
    • Reducing food waste is key
    • Impeccable food hygiene and cleanliness
    • Risk assessments – looking out for risks, health and safety breaches, food hygiene issues, pests
    • Not wasting electricity or water – this needs CONTINUOUS monitoring
    • Water meters

     

  • W

    WOW OUR CUSTOMERS WITH THE BEST SERVICE, EXPERIENCE AND ATTITUDE

     

    • We love our customers
    • Target customers
    • Stop blaming the customer
    • Make the customer happy
    • Make the customer satisfied and loyal – create positive memorable experiences

     

    1. Be available – Answer the phone promptly (3 rings); be present
    2. Look smart – 92% say the way the staff member looked affected their perception of how good the customer experience was
    3. Listen – 49% of staff not listening was the biggest cause of a bad experience
    4. Be fast and easy to do business with – responding to queries; efficient and quick service
    5. Do what you say you are going to do – deliver ‘AWESOME’ experiences
    6. Keep your customers informed – delays
    7. Know your stuff and be friendly – know what events are coming up, what the farm does
    8. Deliver the solution – at the end of the day, the customer wants what they came to get, not excuse or explanations – they want results!
    9. Be adaptable and flexible – offer complimentary vouchers
    10. Take responsibility – look for things you can do for the customers instead of telling them the things you can’t do
    11. Be polite and respectful – use their name if possible
    12. Be friendly, caring and enthusiastic – 61% want to be greeted, adopt a ‘can do, will-do’ attitude
    13. Walk in the customers’ shoes – If I was the customer, would I like what I was hearing
    14. Follow-up – collect customer feedback

     

    The Facts

     

    • 60% of customers will pay more for a better experience
    • 89% of customers begin doing business with a competitor as a result of experiencing poor service
    • It takes 12 positive experiences to undo 1 negative one
    • 82% of customers go somewhere else because of a customer service issue

     

    Do what you do so well that other people can’t help but tell others about you!!!

     

    • Where does the customer experience start?
    • How will people feel when they experience the Farm?
    • What will people tell their friends?
    • How do you want to feel working here?
    • What is the food like?

     

  • E

    ENTREPRENEURIAL

     

    Up-sell – ‘Would you like _______ with that?’

     

    How to up-sell:

    • Understand all the offers, products and services we provide in order to sell, up-sell, or cross sell
    • Think of the features and benefits from the customer perspective
    • Introduce yourself to customers: “Hello, I am Celia/Rachel. How can I help?”
    • By talking to them, the glean information e.g. upcoming birthdays: offer afternoon tea; weddings: show them the barn; vouchers
    • Boast about our connections and awards – screams quality and justifies premium pricing; people are concerned with food sources and food miles:
    • Whiteheads Butchers: 130 year trading history, lamb reared on the farm
    • Farm is multi-award winning
    • Farm is one of the greenest event venues in the UK
    • We give back to the community – we support local businesses, and our suppliers are local

     

    A note from Celia: “Up-selling is a skill – I won’t criticise failure to up-sell, but success will be rewarded.”

     

     

  • S

    SUPPORT EACH OTHER, WORK AS A TEAM AND GIVE HONEST FEEDBACK TO ONE ANOTHER

     

    • Stop slacking and start working,
    • Clean up after yourself, and one another
    • Be positive and supportive
    • Don’t talk behind each other’s backs
    • Team work makes the dream work

     

  • O

    ORGANISE TO DELIVER A GREAT SERVICE

     

    • De-clutter
    • Dump boxes (behind Reception, Cookery School)
    • Don’t just leave stuff for someone else to clear up – clear it up yourself (especially if its your own mess) and put everything back properly
    • FIRST IMPRESSIONS COUNT

     

    Our problems areas: Cookery School, bar drawers, cleaning cupboard

    • Cookery School: stop using the equipment in the cupboards and drawers
    • Storage unit: this has taken 6 hours to clean

     

     

     

  • M

    MAKE MONEY AND MANAGE MONEY

     

    • Up-selling and cross-selling
    • Financial and performance monitoring
    • Reducing waste
    • Reducing costs
    • Reducing bills – electricity, water, etc.

     

  • E

    EVERYTHING COMMUNICATES

     

    • De-cluttering
    • Be smart and professional
    • Cleanliness of the building:
    • Our cleaning schedule
    • “If you are leaning, you should be cleaning!”
    • Note from Celia: “I don’t want to see anyone just standing leaning on the counter or against the wall during slow times – this is when you clean.”
    • It is only fair to clean up and re-stock the place before you leave so the person opening up the next day is all set to go – opening and closing procedures are THERE FOR A REASON

     

  • OUR CUSTOMER EXPERIENCE

    How do we want our customers to feel?  What do we want customers to think?

     

    • Amazing food – tasty and beautifully presented
    • Unique wedding with the wow factor
    • Clean, ‘looked after’ venue – tidy grounds
    • Fun
    • Quirky venue that everyone loved
    • Authentic business

     

     

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Lancashire’s award winning wedding venue

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The Wellbeing Farm

Wedding Venue

Wheatsheaf Hill Farm

Plantation Road

Edgworth, Bolton

Lancashire

BL7 0BY

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