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"The immense knowledge, the professional approach: it's felt like having an extension of my own team"

DHM - Natasha Hatwell Testimonial (FULL) v2

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How were you managing your digital marketing before working with DHM?

We managed our social media in house mainly, but for various reasons we lacked some skill sets and more detailed knowledge of social platforms to make it effective and focused around our business. So what we really wanted to do was actually bring in somebody who had had that skill set was able to teach us a few things and really become an extension of our team.

What problems were you trying to solve with our digital services?

The core aim was to make our social media more effective and keep ourselves at the forefront of our guests’ minds. With us all here being so close to the business, we sometimes had a bit of a mind block about things that we could post about. What we were really looking for was some new, innovative ideas to be able to help us take our social media forward.

"Straight away we were treated like an individual business. DHM offered us things that were unique to our hotel rather than just giving us something that everybody else has."

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Natasha Hatwell

Head of Marketing & PR, Whittlebury Park

What made DHM stand out from other options?

With DHM knowing hospitality inside out, made it really unique for us. The fact that their services are provided by experts who have this immense knowledge of our industry was a real selling point.

Our businesses has over 200 bedrooms, two golf courses and a spa amongst other facilities so it’s quite a different from just the standard hotel. So having someone who was willing to learn about our hotel, apply what they already knew about the industry, but also being able and willing to tweak and change their strategy depending on what our needs were, really helped.

What obstacles almost prevented you from choosing DHM?

It wasn’t so much of an obstacle, but hospitality is always looking at ways of trying to reduce costs and pass those cost savings onto guests and to use those finds to improve other services. So investments like hiring a social media agency tend to get overlooked amongst improving some of our offerings.

When it came therefore to discussions about budget, DHM were upfront about their costs, gave us some clear objectives and goals, and that actually made it much easier to convince other members of the Whittlebury Park team that it will be a worthwhile investment. Having been presented with some clear objectives and some clear goals made it feel like it would be money well spent.

What features of our digital services were of most interest to you?

Initially we had DHM come to work with us to do a review of all of our social media, which was really helpful in pinpointing where we needed to improve.

It became clear from that initial audit that we needed somebody to help us with our strategy and to help us with our planning going forward. But it was important that we had the right partner that set some clear objectives, be accountable and have a passion for digital and hospitality together. Straight away we were treated like an individual business.

Given the complexity of our offering, we can't be a cookie cutter hotel and DHM offered us things that were unique to our hotel rather than just giving us something that everybody else has.

What’s the best thing about working with DHM?

I'd have to say our account manager, she's been amazing. 

I can't stress enough how important just having one point of contact can be when you're juggling a million different things, lots of different objectives, lots of different parts of the business, lots of different areas of expertise. Just having one person who has this immense knowledge and is completely down to earth, but professional, felt like having an extension of my own team. I feel so confident that I could give her task or we could have a discussion about something and she would just go off and do it.

She always brings her own ideas to the table it does genuinely feel like there’s an extra person in my team. Especially during lockdown as well, some of the social got quite intense at some points so having someone who we could bounce ideas off or who was just there as a bit of a listening ear really has just been so meaningful to me.

"As cheesy as it sounds, you're like Ronseal: you do exactly what it says on the tin! There's no gimmicks, there’s honesty, integrity and you're accountable."

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Natasha Hatwell

Head of Marketing & PR, Whittlebury Park

What have you achieved since working with DHM?

We’ve achieved a number of things together. We've increased our social media engagement. We set up a Facebook shop. We've successfully implemented some Facebook advertising. And more importantly than anything, we've learned so much. We've also learnt about different aspects of your social platforms that we weren't utilising before and our planning is so much better than it was. Whilst we can't plan for every eventuality, the structure DHM have given us takes a huge amount of guesswork out of it and actually really does help.

What the main reasons for recommending DHM as a digital partner?

As cheesy as it sounds, you're like Ronseal: you do exactly what it says on the tin! There's no gimmicks, there’s honesty, integrity and you're accountable, you walk the walk and you talk the talk. And I think that's  testament to the people that work at DHM; the knowledge they have and the passion they have for hospitality as well. 

What would you say to someone considering DHM?

Just do it. There's so much to learn nothing to lose. Everything is up front, and the help and support you’ll receive is incredible. Just do it, don’t think twice! 

Your final thoughts on working with DHM…

What’s been really impressive is the consistency. We’ve worked with lots of agencies over many years and we’ve never had an agency that’s transparent and so consistent. 

Are you ready to start the conversation?

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Or if you're ready to chat now, you can speak to us on +44 (0)20 8088 3631.