In this new series for the LEO blog, we go behind the scenes to feature a different member of the LEO team each month to find out more about the details of their role, what they contribute to the LEO brand, and, more generally, what makes them tick.
First up is Laura Tudor, LEO’s Director of Customer Service, on customer compliments, day-to-day duties, and her personal portfolio favourites.
Firstly, do introduce yourself! What is your background, and how did you come to your role at LEO?
I have worked at LEO for 11 years, starting in a junior role at 17 Cavendish Square in 2004. I have progressed through six roles in six buildings during my time at LEO, including General Manager, Dual Centre Manager and Area General Manager, before working up to my current role as Director of Customer Service.
What does the day-to-day of your job involve?
My current position is a dual role as Director of Customer Service, which includes continuing to be General Manager and Area General Manager of 45 Pont Street and 65 Sloane Street. The dual aspect of the role ensures that I still have day to day contact with customers, so as well as formulating LEO’s customer service strategy I also ensure it is delivered at centre level. The ‘hands on’ aspect of my role is something that, to this day, I very much enjoy.
My role as Director of Customer Service involves managing a team of five. This comprises four customer service cover personnel who are available to cover staff absence from around the business, ensuring that an exceptional level of customer service is maintained throughout the portfolio whatever the day-to-day challenges may be. The customer services team also includes a Deputy Director. Together the team and I audit all buildings within the portfolio every six months, as well as gather monthly feedback and complete follow-up appointments to ensure improvements are made consistently. The auditing of centres is continuous and integral to maintaining LEO’s exceptionally high standards.
Training is key to providing LEO’s peerless five star service. The customer service team has also developed a customer service training programme which all LEO staff, including new starters, are required to complete.
What services do you offer LEO clients as part of your customer service package, and which do you personally think is the most valuable?
Exceeding expectations with unbranded, impressive and beautifully maintained buildings, partnered with unsurpassable customer and support services – this is our trademark. We pay strong attention to detail in order to provide optimum working environments for all our clients – serviced office, virtual office or meeting and conferencing. Additionally, we particularly focus on ensuring our communal areas provide added value to our customers, with meeting facilities and lounge spaces that reflect the design and atmosphere of the building as well as the high quality of our service. Aside from this, LEO have a market leading offering in IT services, on which all our customers place a great emphasis. Both dedicated and building-wide Wi-Fi, free local and national calls and 5MB dedicated bandwidth are all included as standard within our office packages.
What do you feel LEO can offer clients that is truly unique and sets you apart from other luxury serviced office providers in London?
I understand LEO is the only provider of luxury serviced offices in London with a dedicated customer service department. Customer service is very much the cornerstone of our company culture, with a great emphasis on staff being trained to the highest standards. Our customers, who include large blue-chip organisations, financial institutions, ultra-high net worth family offices and SME companies across a range of sectors, agree with this, citing LEO as the best service office solution. In addition to our first-class customer service, this rationale can be attributed to LEO’s prestigious office addresses, highest quality furnishings and fittings, best-in-class IT and telephony offering, and the white-label nature of our products and services.
How do you feel LEO’s exemplary customer service is reflected in the satisfaction of your clients? Any glowing reviews or statistics which demonstrate this?
One metric which really demonstrates our levels of customer satisfaction is average length of stay. LEO’s average length of stay is industry leading, with the average being between 25 and 41 months; the industry average is 18-24. Many of our customers stay with us for years, some for more than a decade. Many customers come for the landmark locations of LEO’s luxury serviced offices, and stay for the service they receive. LEO allows businesses the flexibility to grow within the portfolio, upgrading to a larger space when this is needed.
There are also a number of customers who have left the portfolio, gone to competitors and then come back to LEO – the ultimate compliment to our customer service!
What is the most satisfying part of providing customer service for LEO’s clients? Have you had any moments you are really proud of?
Positive feedback is always great to receive, as well as seeing companies grow their business within ours and in some cases progress from 2 to 20 desks.
Which LEO location is your personal favourite, and why?
I have two, which are very different! 85 Gresham Street and 33 St James’s Square.
85 Gresham Street benefits from a prime City location next to the Guildhall. The building is modern and contemporary in look, feel and fit-out, and is a particular favourite because I was heavily involved in the design and layout. Based on extensive knowledge of the portfolio, the communal areas within Gresham Street were maximised to provide many flexible spaces for customers. Providing input into the decision-making process of how to divide and create great spaces in a new building is definitely a fun side of my role; as a result, Gresham Street benefits from two customer lounges, a coffee bar, breakout space and phone booths
33 St James’s Square is an extremely large building yet retains a boutique, ‘members’ club’ feel. The building boasts many period features which have been sympathetically restored and provide stunning workspaces: the ceiling of the Robert Adam boardroom is beautifully intricate, and the building itself dates back to 1770s.