Despite some initial hiccups, Lena Björck has been selected to provide catering for Buckingham Palace. She doesn't want to say what this might mean for next year's wedding there, but she had a good laugh when saying that there might be a chance of serving then.
Service, fulfilling customer wishes- even when they are not on the menu -is important.
“The customers are the ones who recommend my company to others,” said Lena Björck. “And having a good reputation is incredibly important- that is what my company sells.”
Delivery by subway
Lena Björck started her catering business by cooking at home in her own kitchen. She had no car and delivered to her customers by riding the subway. After receiving a grant, she was able to buy a delivery truck, and gradually her customer base began to grow.
Cooked for the White House
One day the United States ambassador in London called, wondering if she would be able to cater for a press conference that Bill Clinton was holding in London. Her company took care of it, and she was later asked if she would be able to handle an event for 800 guests in conjunction with their 4th of July celebration. This meant that she had to turn down Prince Charles, who had wanted to engage her services the day before.
“I would rather turn down a request if I do not think I would be able to do a perfect job. From my point of view, I have to give the customer everything I've got, since I am the one they hired.”
Good service pays off
Good service turns into good recommendations, which results in more customers, and that is the most important thing, believes Lena Björck. We have to keep promises, otherwise my company would not be seen as reliable.
“My staff are my best ambassadors,” she said. “I hire a person - not a CV. This might sometimes mean that the person makes a strong impression but does not have the right qualifications. There is usually a good solution nonetheless,” and Lena Björck takes all the assets of her staff seriously.
She is thoughtful of her customers, sends letters and cards, and customers remember her company as a result. She doesn't advertise, and doesn't have to. On the other hand, she sends press releases to media channels, which wins attention for her company.
“In addition, the staff gets along very well together, and we celebrated with a champagne toast when we were selected to be the catering firm for Buckingham Palace. It took 14 years to achieve this goal, but now we have made it to where I wanted to be,” she concluded.