|Denise Howard OBE|
“Leaving A Smile on Everyone’s Face”
Anyone who has bought or sold a house will relate to the story that Denise Howard brings to the 2007 Deming Forum. Denise was formerly the MD of YorkBoat. With the help of her husband and team, she transformed the organisation over several years from a small seasonal cruise company in York, to an award winning, year round customer delighting business employing over 60 people – harnessing the power of systems thinking to achieve this. Having sold the business in 2004, Denise and John moved into small scale property development and endured miserable experiences with the estate agents they encountered. Such was her exasperation that Denise opened her own estate agents in York, smilesallround, in April 2006. Hear how she has developed the business from an idea, through planning, to opening using the SOPK, whilst retaining her passion for the customer and innovative approach in this traditional, highly competitive sector.