Local letting specialist Grants - part of the UK’s largest independent letting chain, Leaders - have recently introduced a monthly award for their employees which focuses on excellent customer service.
Feedback received from hundreds of landlords and tenants across the Leaders network of 45 branches is carefully reviewed every month. The person who receives the best feedback, or the greatest number of positive comments for that month, wins the award.
Says Grants’ Senior Branch Manager, Jim Browning: “We are constantly receiving positive comments about our employees from happy landlords and tenants for the service they have received and we decided to recognise and reward those employees that elicit the best feedback. This month’s worthy winner is Demi Francis, our Lettings Consultant here in High Wycombe.
“The letter of commendation that we received about Demi from a couple of very happy tenants sums up exactly the kind of personal, friendly and professional customer service that we aim to provide. It is Demi’s willingness to go the extra mile that has won her this month’s award and we warmly congratulate her. We hope she enjoys her well-deserved bottle of champagne!” This letter was written to Jim Browning by Grants’ tenants:
Dear Mr Browning
We would like you to know how very helpful and professional we found Demi Francis to be, when she helped us with our new tenancy. We had a rather tricky situation, being retired and not being able to get our son or my sister to stand guarantor, as they are both negotiating other loans at present. Demi met us, asked lots of questions, and decided to put her faith in us as prospective tenants. She went out of her way to communicate with us and with the landlord and even set up and attended a meeting between all of us. In the end, it all worked out extremely well.
On the day of the move, the IKEA delivery driver threatened to leave our new bed and mattress on the side of the road, and Demi packed all her files and paperwork and continued negotiations at the property, before her next appointment – that was really beyond the call of duty and we so appreciated it, because our moving day could have been ruined.
Demi is always polite, returns calls, and turns up on time and looking very smart. We highly recommend her and would not have been able to make this good move without her. May I also commend the other members of your staff at the office and on the phone – they were always helpful.
Mr and Mrs John and Jennifer Day
ENDS
Posted 26-07-2010
