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Here at SX Leisure, our reputation as a good company to work with, and to work for, is everything. Our growth over the years has never been taken for granted, and we believe that our success is down to our exceptional customer service focus.
To showcase our commitment to the pubs and venues we serve, we have created Ahead Of The Game, a new video series with the goal of giving our customers a voice. Filmed in conjunction with our Behind The Bar series, it gives them the opportunity to showcase their thoughts on the industry and how we, as a business, help and assist them through the challenges of the hospitality industry.
We spoke to three of our customers, and here is what they had to say about our team, our products and their experience with contactless payment on their pool tables and jukeboxes.
First up, we spoke to Robbie, who has turned The Apple Tree in Crawley into a community hub. We provide The Apple Tree with fruit machines, a contactless pool table, childrens vending machines and background audio amplifiers.
Here’s some of what Robbie had to say about his account manager Mick, our collections team and his experience with contactless on the pool table.
What is your experience like with your account manager, Mick?
“Mick’s fantastic. He’s always on the end of the phone. I ask him very silly questions and I have some wild ideas. I’ve always sent him a message, and he’s straight back to me with recommendations of what we’re going to do. We’ve worked really closely to get what we’ve got here up and running”
What is your experience like with our collectors?
“Wonderful! She comes in and she sits with my dogs and we have a good chat, we have a cup of coffee, always a lovely smile, lovely chat and my dogs absolutely love her as well.”
How do customers react to the contactless on the pool table?
“Well, it saves me forking out pound coins and actually, for the casual players it’s a lot easier. Contactless has definitely increased, so on the pool table, it just allows people to continue even if they don’t have coins. It’s just a quick and easy way to have a nice game of pool, casually, and we have people in there all night, which is great.”
How would you rate SX Leisure’s service overall?
“Definitely 10 out of 10. I’ve worked with a number of different vendors in my time, and it’s very personable. I’ve not had a bad experience whatsoever. 10 out of 10. Just for being down-to-earth people.”
Next, we sat down with Sharon, who runs the Dr Samuel Johnson, and after a recent renovation to the pub, is ready to take the community feel to the next level! We provide Dr Samuel Johnson with two pool tables, a TouchTunes Angelena jukebox and a fruit machine.
What is your experience like with your account manager?
“He’s been spot on, really. When he says he’s going to do something, it gets done.”
What’s your experience been like with the collectors that come in?
“Lovely, they’re all really nice. We have a natter and a cup of tea while they’re doing everything. So yeah, no, really nice.”
How have any issues, if they occur, been resolved?
“Generally, there’s someone out within a couple of hours, or if there’s been a problem with the pool tables, it’s the next day someone’s out. So yeah, no, they’re pretty quick at their response.“
How has contactless on the jukebox been received by your customers?
“To be quite honest, a lot more of them have the app. There’s usually a bit of competition going on on the app. When one starts, everyone else starts!
To round out the day, we spoke to Luke from The Cricketers Arms.
What products do SX Leisure provide?
“I started off with a tablet and an amplifier with the speakers around the pub, and a fruit
machine. After that, I have two fridges because I wanted them all to look nice behind the bar.
“Then I looked in the brochure and I thought, oh, pool table. So now I’ve got a pool table off him, and I’ve had that put out in the shed in the garden, and then I saw jukeboxes in the brochure. So I’ve changed the tablet recently for a jukebox, which is working brilliantly. “
“It’s got contactless card payment on it, which is, you know, everyone’s having great fun with it.”
“What I have found is that I’ve never paid anything for all of these products because, fortunately for me, the fruit machine seems to cover all of these costs. So there’s never a shortfall where I owe SX. I always end up with them giving me the extra earnings.”
What’s your experience been like with Mick?
“I’ve got his mobile number, and if I’ve ever got any problems with anything or I need something, I’m going to be giving him a call shortly to get some cameras out for the back of the pub because, yeah, they just do everything.”
Out of 10, how would you rate SX Leisure’s service?
“10. I’ve never once had to phone twice. If you phone once and say, I’ve got a problem with something, they’re straight out. Or they’ll phone you back and tell you how to sort it.”
Contactless on the jukebox; how are people finding that?
“Brilliant. Yeah, I was a little bit dubious. I thought, there’s no way the older customers are going to start tapping their card against the side of a jukebox… But they do, and everyone’s having a great, great fun with it. People are at the bar and they go, ‘Oh, do you remember that song?’ or a party 20 years ago? And they come up to it and find it. Yeah, it’s brilliant.”
If you would like to feature on a future episode of Ahead of the Game and Behind The bar, get in touch with our team today – thehub@sxleisure.co.uk