Development for Eight Companies
Eight companies in Glasriket have implemented the Swedish Welcome program to develop better and even more sustainable guest experiences
“SwedishWelcome is a unique approach designed for those who are driven to grow their business by creating better and more sustainable guest experiences. The consulting service provides you with a concrete tool to refine your offerings, while also confirming the high standards you’ve already achieved.” (Swedish Welcome’s website).
There are now eight companies in Glasriket that have implemented this method. Here is a brief interview with two of them: Målerås Glasbruk AB and Tadah Kafferosteri AB.
Målerås Glassworks, Inc.
Jeanette Fredriksson at Målerås Glasbruk explains that when Målerås agreed to participate in the Swedish Welcome program, they did so with enthusiasm, and their first thought was, “How great to get tips on how to improve.” The staff was initially nervous because they didn’t know when the consultant (the customer) would arrive to conduct a mystery visit. However, they also didn’t know that it wasn’t just the mystery visit. It also included mystery phone calls and reservations. Jeanette and her colleagues had no idea when these visits took place; it wasn’t until afterward that the consultant (the customer) contacted them by phone.
The consultant (the client) then came to Målerås and presented his action plan, which listed all the recommendations. Målerås Glasbruk was also given a copy of the action plan. They received many recommendations; they have addressed some of them, while others are on the to-do list—both small and large.
Jeanette Fredrisksson, Store and Event Manager at Målerås Glasbruk, says, “Every company needs this.
It’s about helping—not hindering!”
Tadah Coffee Roastery, Inc.
Julia Skentelbery of Tadah Kafferosteri says that when she and her husband Michael were asked to participate in Swedish Welcome, it was a no-brainer. They thought it sounded very interesting. Julia believes it’s easy to become blind to what’s right in front of you and that it’s good to get an outside perspective. They were told that a consultant (client) would contact them—but not how or when. The couple waited for a while for this advisor (customer) to walk into the store. But no—it turned out to be someone who had booked a coffee class. They then received an email from the advisor (customer) scheduling a personal visit. During the visit, they received information and discussed everything under the sun. They decided to stick with their action plan and are using some of the tips.
Julia Skentelbery, a partner, believes that all companies need to change. It’s important to be open-minded and view the tips as just that—tips.