BJA – Testimonials
The Museum of London Group
The Museum of London carried out a fundamental review of its visitor experience function covering all aspects of customer interaction across the organisation. This review resulted in a major restructuring of this aspect of the business and an introduction of a wholly new approach to dealing with our customers. BJA Associates were the consultants who worked with us to achieve these changes
BJA took a very pragmatic approach to assisting us with this based on the sound principles of ensuring we could provide the best possible quality of service to our customers, together with maximising revenue from all aspects of the front-of-house
I was particularly impressed by the speed with which they came to terms with the task, their in-depth knowledge of the needs and pressures of running a visitor services function, and their focus on solutions and results rather than simply identifying the problems
Too many consultants these days focus on trying to baffle their customers with the latest “management speak” combined with glib phrases and a hard-sell approach which lacks real substance and when considered in the round adds little to a review process other than the name of the consultancy. BJA were different when we used them. They took time to assess our needs, were knowledgeable and practical, examined the problems from the point of view of our customers, and applied a proper commercial approach to the examination of our potential for increasing revenue whilst acknowledging and taking into account the cultural issues within an organisation such as this. They gave the impression of being truly interested in this project succeeding and appeared to see its success as being of personal importance to them. This personal approach and their close engagement with the change process was of vital importance to keeping the project on track
In my experience it is extremely hard for an internal review team to apply objectivity to reviewing a complex function such as this, and to gain a true understanding of where you are and where you need to be it is always sensible to get an external health check done by experts in that area of work. Only then will you have a chance to come up with truly creative solutions for either fine-tuning the function or for radical change where necessary
BJA have been particularly useful for:
- Benchmarking the quality of service being provided
- Identifying areas that require change and recommending actions on workforce structure, standard operating procedures, quality standards, revenue generation, physical layout, training and development and ongoing improvement
- Providing interim cover to facilitate the changes
- Giving personal advice and coaching to review team members
- Drawing up the quality standards framework
- Advising on the change process and keeping the function operational while change was being implemented
I would have no hesitation in recommending BJA to anyone who is considering a review of their front-of-house function
Mark Merka-Richards
Head of Human Resources
Museum of London Group
Brighton Museums and the Royal Pavilion
BJA have been working with the Royal Pavilion and Museums for fifteen months. The firm initially undertook a very detailed mystery shopper exercise as part of a review that was being undertaken into our retail service. The findings of the mystery shopper exercise were in part the catalyst for undertaking a major front of house review. Currently they are working with us on drawing up customer service standards and also supporting the front of house management team in improving staff management and communication. The scope of the Front of House Review included:
- An examination of how customer service was reflected in the roles of all staff
- An analysis of posts and duties carried out by different sections of staff delivering Customer Services and the inter-relationship between the teams
- Looking at standards of front of house customer care delivery and how they are maintained at all times when the sites are open to the public
- Booking and telephone services for a range of different services including: education, corporate hire and group sales / guided tours. This is resulting in a contact centre which will open seven days a week rather than our current service which is not in keeping with running a nationally significant historic site
- Consideration of the different needs of the sites (there are five in all and quite different in their visitor offer and location)
- Setting customer care standards which we hope will be used to inform recruitment, induction programmes and performance management
BJA are a delight to work with, they carry out all their tasks in a highly professional manner. The experience that they bring from the museums and leisure sector has had an important bearing on how they conduct the review and the respect that The Royal Pavilion and Museums Management team had for their findings and recommendations. Reports produced have been of a high calibre and are well written and presented. Deadlines are always met and excellent communication with the commissioners of the work has been maintained throughout the review. As part of the work they undertook they conducted interviews with staff, undertook site visits and also workshops. In all of this thorough preparation was very evident. We would be happy to recommend BJA for carrying out any similar work with museums, leisure and visitor attractions.
Janita Bagshawe
Head of Brighton Museums and Director of The Royal Pavilion
Scarborough Borough Council
In 2006 Scarborough Borough Council decided to review its current operation of leisure facilities with the view to looking at a Trust and in order to assist with capacity BJA were appointed to provide the necessary background information
Bryn Jones the lead consultant quickly outlined the view of the market and organised n
ecessary contacts and visits to speak to people who had gone through the Trust process. A very pragmatic report was produced outlining the advantages and disadvantages of a Trust compared to retaining services in house or engaging with the private sector
This work helped inform a Cabinet report to discuss the issues and to provide Members with the necessary information in order to decide on future delivery options
Following the successful outcome of the Leisure Trust work, BJA were appointed to carry out a piece of work at the Scarborough Spa and Whitby Pavilion. The brief was to increase income and improve the 'bottom line.' BJA clearly had extensive experience on operational management of facilities and reviewed staff structures, service performance and policy to produce a very pragmatic report on how to move forward. This report was then turned into an Action Plan which has now largely been implemented and created considerable reduction in the subsidy of the Spa. BJA also helped implement the Action Plan by setting up working groups on customer service standards which revitalised staff's attitude to service and their commitment to the Spa
BJA clearly have extensive experience in management and service standards throughout the cultural sector and I would therefore have no hesitation in recommending them to other colleagues or using them on future work for Scarborough Borough Council
Steve Hollingworth
Former Head of Tourism and Leisure
Scarborough Borough Council
Bolton Castle
I just wanted to drop you a line to say a huge thank you for all of your work over the last six months. It has been a great pleasure to work with and get to know you and your input has been invaluable. The wealth of experience you have along with your passion for tourism and heritage and meticulous attention to detail is remarkable and has given us a very clear direction for the future.
I am sure that I do not need to tell you that the work you have done for us far exceeds that which was promised and I know you have gone much further than 'the extra mile.'
I really am very grateful and would not hesitate to recommend you to any other visitor attraction, I am certain that we will use your service again.
Hon Tom Orde-Powlett
Owner
Bolton Castle
Scarborough Museums Trust
Working with BJA has given Scarborough Museums Trust several advantages; BJA's experience in the top end of the heritage attractions / museums sector has allowed this small organisation to develop big picture thoughts. Their combination of strategic overview and attention to detail has provided a good framework for our new manager and one which she is now building on
Bryn's particular style has allowed us to use him as a coach and mentor and his flexibility has been key to the success of this approach
BJA's involvement has also helped to establish the Front of House operation as a strategic level function, which in turn enhances the sustainability of the organisation
Shirley Collier
Chief Executive
Scarborough Museums Trust