Page 4 - Stakis C Case Study

per share p 2.70 0.90 0.45
Shareholders
funds £m 353.4 302.7 255.4

So much so that he commented,

"It was worse than I thought. I didn't know the company

had quite as many difficulties as it had. I don't think the

company knew all its difficulties."

Within six months observers were sensing that Stakis was

on the path to recovery.

The new regime set about trying to re-introduce basic

principles of margin and cost control, enhancing customer
service, improving staff quality and accountability and

re-enthusing employees at all levels. There were changes in

the approach to customer service. It was decided that all the
bedrooms in hotels should receive Sky Television; things

like pizzas were made available from room service on the

basis that it was what customers would eat at home

watching TV. Customers, Michels felt sure, would not forgive
poor service, besides,

"You don't have the right to say they have bad taste."