Business Studies Customer Needs Essay Essay

‘Lees Heginbotham & Sons Ltd ’provide floor covering and high quality carpets all over the UK. The services that it provides are: * free estimating, * free carpet removal, * a quality fitting to your standard * a free car park adjacent to the shop. * Competition? ‘Lees Heginbotham & Sons Ltd’ has quite a bit of competition. It is placed close to the ‘Spindles Shopping Centre’. Also there is another carpet shop quite close by to ‘Lees Heginbotham & Sons Ltd’ called ‘Roll Ends’. But ‘Lees Heginbotham & Sons Ltd’ is placed just off a high street and advertises around the country. Also, just about a mile away is another carpet shop, placed in the middle of a retail park. This could offer some competition for ‘Lees Heginbotham & Sons Ltd’. This is an image of the carpet right about a mile away from ‘Lees Heginbotham & Sons Ltd’.’Carpet Right’ is surrounded by other shops and is placed in a retail park. This is a bonus for customers to go to ‘Carpet Right’ because there are other furniture/carpet shops in the retail park and a there is a bigger car park. ‘Carpet Right’ is also placed around a busy motorway, so this means that many people passing will know that there is a carpet shop and probably go there in the future. * Where is it? This map shows ‘Lees Heginbotham & Sons Ltd’ symbolised by the ‘A’ marker. This shows the regional area around the shop. As you can see, the shop is near to Manchester and has an excellent motorway link which can enable customers to travel to the shop conveniently. The satellite map above shows ‘Lees Heginbotham & Sons Ltd’ via the green circle. It also shows ‘Spindles Shopping Centre’ by the red circle. The blue circle shows ‘Lees Heginbotham & Sons Ltd’ competition ‘Roll End Carpets’. The map also shows the surrounding area of the shop and the local businesses of the shop. There are also a number of bus stops around the shop; this allows customers to travel to the business easily. There is also a tram link currently being made on ‘Union Street’ and this will then enable customers to travel to the shop easily and quickly. * The shop The picture above shows the front of the shop. As you can see the name of the business is clearly displayed all the way round it. This picture shows the inside of the shop. As you can see there are many rolls of carpets on display so the customers can experience the carpets before they buy it. This picture shows the rear of the shop. As you can see there is a car park for the customers. * The website This is a screen shot of the Google search I did to see how easy it was to find my business on the internet. As you can see it is the fifth business to come up on the search engine so it is very easy for the customers to find it. Here is a screenshot of the home page of ‘Lees Heginbotham & Sons Ltd’. You can see easily one of the types of carpets that they fit and in the bottom right hand corner their shop (the red circle). At the top of the page it shows the tabs which direct customers easily to the relevant section (the green circle). One way that ‘Lees Heginbotham & Sons Ltd’ meets its customer need is by training its staff. They do this so that the staff know how to do their job and deal with any customers. Training them helps the staff to know how to deal with any problems in the business and what to do in different situations. Training the staff also gives them better knowledge of the product itself so that they can advise customers as to what carpet would suit their budget and requirements the best. A second way that ‘Lees Heginbotham & Sons Ltd’ meets customer needs is by the quality of their service. They have to do this to eliminate and exceed whatever their competition is doing. A way that they do this is by giving its customers: free estimating, free carpet removal, a quality fitting to your standard and a free car park adjacent to the shop. By doing this ‘Lees Heginbotham’ can add this to and advertisement and this will increase customer satisfaction. A third way that ‘Lees Heginbotham & Sons Ltd’ meets customer needs is by dealing with any complaints from customers. If there are any customer complaints ‘Lees Heginbotham & Sons Ltd’ will have to deal with it immediately. ‘Lees Heginbotham & Sons Ltd’ will have to be polite with the customer even if they are not. If ‘Lees Heginbotham & Sons Ltd’ deal with a customer complaint quickly this might increase customer satisfaction.