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Climb Quest win at MK Business Achievement Awards

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Climb Quest win at MK Business Achievement Awards

We were over the moon to win the ‘Customer Service’ award at the Milton Keynes Business Achievement Awards on 24th March 2022.  It was a great night at Stadium MK, with over 600 business people in attendance.  There were inspiration speeches, including one from Nicholas Mann, Chair of the MK Business Leaders Partnership and Wayne Hemmingway MBE, English designer and co-founder of Hemmingway Design.

Why did Climb Quest enter that award category?

Outstanding customer service comes from the central ethos of Climb Quest and from our dedicated team who live and breathe this, which is the importance of feeling proud about yourself and your family. We help people of all ages and abilities to feel proud about challenging themselves and literally reaching new heights in our unique climbing centre. We want the Climb Quest team to feel proud about helping people achieve these things and about how they develop personally by working with us.

How do we demonstrate excellent customer service?

Chris Walthew, one of the owners of Climb Quest, was asked by the judges how we demonstrate excellent customer service.  He said.

Most visitors will have a fun time because our walls are so fun to climb. However, what is important to us is that everyone receives outstanding customer service from our Front of House and Climbing teams to get the best possible experience, which is particularly the case for less confident climbers.

Our customer feedback is overwhelmingly positive. While our walls are amazing to climb, almost without exception, the feedback focuses on the support and encouragement customers have received from our team to help climbers grow in confidence and feel proud of themselves. This is particularly moving when it relates climbers with anxieties, special educational needs, and disabilities.

We also demonstrate outstanding customer service by constantly looking to improve. We do this by talking to the diverse groups we host, listening to ideas from our team and acting on customer feedback.

We work hard for customers to feel a keen sense of goodwill towards us and to share their feedback with us, which is helped by communicating that we are a family-run business who care about their experience.

At the time of writing, we have 100% 5-star reviews on Trip Advisor and Facebook. The occasional ‘could do better’ feedback is almost always sent to us directly, and always responded to.

This is a customer response from the last week after we dealt with their feedback:  “Thanks Chris, it is heartening to see an owner respond not only by email but also by phone and I greatly respect that.”

Everyone at Climb Quest is really proud to be recognised for something that we take so seriously, so a massive thanks to all of the judges for the Awards.