Let’s get sentimental

Leisure Report Article

If the company wins this contract, its business will double in size. The owners have spent the past six years crafting a business that they believe provides a great service to customers, most of the time. They have invested heavily in people, technology and have a service proposition that has won industry recognition.

Four members of the bid team have collectively spent 56 days honing their proposal to perfection. The bid to operate 13 leisure centres over a 10-year period is submitted with a sense of great anticipation. Two weeks pass and enquiries begin to stream back from the prospective client. Most are routine. However, one enquiry is perplexing. Can the company explain a series of comments posted in an on-line discussion forum about service and safety concerns at their leisure centre in Cardiff?…

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