The Alice Springs Reptile Centre is a popular tourist spot, particularly for school groups, but like most in the industry it has been affected by the downturn in tourists, according to its owner, Rex Neindorf.
Retail and tourism businesses across the region have been hit by this downturn, brought about by the high value of the Australian dollar. Using an Australian Government Small Business Advisory Service grant, the Business Enterprise Centre Darwin launched the Alice Springs Business Improvement Project last year to focus on influencing customer behaviour and enhancing the customer experience through peer support and learning.
Rex received the report from the initial Customer Experience Audit conducted by retail consultant and customer experience designer Jurek Leon. The audit is part of the one-on-one site coaching that the business improvement program participants received in addition to quarterly face-to-face workshops, webinars and telephone coaching via Skype.
It’s great to have expert advice on what areas of the business can be improved.
‘Jurek had some really good recommendations in regards to signage, the front office space, staffing and logos that we will be implementing,’ Rex says.
‘This program has really opened my eyes to things that I thought were a problem that aren’t, like parts of the place feeling old. The program has provided us with a fresh set of eyes to look over the business.
‘It’s great to have expert advice on what areas of the business can be improved, so that we’re investing in the right areas,’ Rex says.