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23 March 2006 | Making Profit from Services
AFSM UK's Q1 2006 Open Chapter Event attracted over 60 members & guests to consider "Making Profit from Services".
The generous host for the event was Unisys, coordinated by the UK Chapter Board Director, Alistair Martin, who ensured guests were treated to first class food and facilities at their Customer Services Centre in Milton Keynes.
After an introduction by Chapter President Chris Farnath, the objectives of the event were set out as follows:
Learn techniques to optimise and improve service revenues
Recognise the link between customer satisfaction and enhanced profits
Leave with practical tools that can be applied to your business
Clear the decks of shoddy thinking!
This last point whetted appetites and set an expectation that the session would require attention and involve the audience. We were not disappointed.
Laurie Young, author and authority in the marketing of services with over 20 year’s industry experience was the first distinguished keynote speaker. Launching into dispelling the urban legends of business thinking and challenging clichéd statements that drive behaviour, Laurie delivered a lively and inquisitive session that set a terrific benchmark for the remainder of the day.
To follow this punchy opening, would take something special, luckily Steve Downton was ready for the challenge. Steve’s insight into the services industry, with his sheer depth of understanding gleaned from his driving of the AFSMI’s benchmark VI studies ensured that the audience achieved the objectives of the day.
A "Power Panel" followed, taking a format similar to the BBC TV's "Question Time" programme. Facilitated by Chris Farnath the panellists included Laurie Young and Steve Downton but also introduced Mark Turner, Editor of Service Management Magazine and regular panellist at UK Chapter Events, and special guest panellist Martin Gilday, VP & General Manager from our hosts, Unisys.
The Power Panel responded to a variety of probing questions including Colin Cooke of Kodak, Mike Ward of Canon and Stephen Darnell of Moog Controls Ltd. The audience had certainly warmed up by this stage so the session flowed effortlessly between questions, gaining momentum from each panellist and further input & contributions from the audience.
This content packed AFSM UK Open Chapter event easily delivered on its objectives, whilst the energy and involvement of the members & guests certainly demonstrated that active membership is the only type that matters. AFSMI’s newest employee, Kendal Macara was introduced and took a few moments to promote the Madrid Conference and the Worldwide Conference later in the year, with the next UK Chapter Event scheduled for 25th May 2006 – Don’t miss out!
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