The Strada Fire, Bury St EdmundsThe Strada Fire, Bury St Edmunds

The Strada Fire, Bury St EdmundsThe Strada Fire, Bury St Edmunds

The Strada Fire, Bury St EdmundsThe Strada Fire, Bury St Edmunds

The The impactimpact……

Damage to the rear of the building from the fire, falling masonry Damage to the rear of the building from the fire, falling masonry and by the fire-fighters themselves.and by the fire-fighters themselves.

Rear windows / doors smashed.Rear windows / doors smashed.

Water damageWater damage

Nationwide’s BC priorities were:Nationwide’s BC priorities were:

Building security (cash held on site).Building security (cash held on site).

Customer service continuity.Customer service continuity.

Communication with all parties.Communication with all parties.

Staff Staff

The Strada Fire, Bury St EdmundsThe Strada Fire, Bury St Edmunds

Key actions to maintain customer service:Key actions to maintain customer service:

Staff on site to address easy issues or distribute info’.Staff on site to address easy issues or distribute info’.

… … and to redirect staff to other branches for difficult issues.and to redirect staff to other branches for difficult issues.

Put up posters explaining the cause of the disruption.Put up posters explaining the cause of the disruption.

Maintain the ATM service.Maintain the ATM service.

Warn the other branches, Warn the other branches, plus day-to-day contact.plus day-to-day contact.

Redirect calls to the main Redirect calls to the main customer call centre.customer call centre.

The Strada Fire, Bury St EdmundsThe Strada Fire, Bury St Edmunds

Outcomes:Outcomes:

Customer dissatisfaction was limited.Customer dissatisfaction was limited.

Good overall effect on reputation (with council, other Good overall effect on reputation (with council, other businesses, public).businesses, public).

The number of customers lost The number of customers lost was made up by the number gained was made up by the number gained (probably from a competitor in town (probably from a competitor in town which was clearly not prepared).which was clearly not prepared).

The Strada Fire, Bury St EdmundsThe Strada Fire, Bury St Edmunds

Other businesses…Other businesses…

Did not have staff on site to talk to customers.Did not have staff on site to talk to customers.

Did not have staff to attend meetings with ES or council.Did not have staff to attend meetings with ES or council.

Did display any info’ or explanation.Did display any info’ or explanation.

Consequently Nationwide had Consequently Nationwide had many of their customers asking many of their customers asking for assistance or info’.for assistance or info’.

The Strada Fire, Bury St EdmundsThe Strada Fire, Bury St Edmunds

Lessons for other businesses:Lessons for other businesses:

Ensure the Fire Service has your out of hours contacts.Ensure the Fire Service has your out of hours contacts.

Have a good Contingency Plan on site.Have a good Contingency Plan on site.

Get started as early as possible.Get started as early as possible.

You can’t have enough business cards.You can’t have enough business cards.

Out of hours key holders.Out of hours key holders.

The Strada Fire, Bury St EdmundsThe Strada Fire, Bury St Edmunds