What is Quality at Heart?
Quality at Heart is the Regional Recognition Model for tourism, leisure and hospitality operators in the Heart of England. It is dedicated to providing specialist support to businesses and organisations of all sizes so that they can develop and achieve recognition.
When achieved, recognition will be a valuable marketing tool and will send a message to consumers that the organisation is committed to quality. It focuses on excellence in four key areas, known as the Four Themes:
- Standards (the minimum entry level)
- Service – Servicemark
- People Development – Peoplemark
- Business Practice - Businessmark
No business is too small to participate; quality is just as important to the sole trader as it is to the business employing 50+ people. It is about recognising existing standards and is the badge that will help visitors identify quality-branded businesses and organisations in the Heart of England.
Why Quality at Heart?
In today’s climate of ever-increasing customer expectations, quality is crucial to success in business. The statistics below illustrate this neatly:
“It can cost five times more to attract new customers than retain existing ones”. (TARP)
“Research has shown staff turnover for the sector to be 30%, much higher than other sectors”.
(People 1st Recruitment and Retention Survey)
Achieving Quality at Heart recognition is also designed to lead to tangible business benefits, including:
- Increased profitability
- Improved staff morale and retention
- Customer loyalty
- Higher visitor spend