The 'D&D Awards'
This section is our chance to recognise publicly firms who have given us some excellent service. It's not a formal award process, is completely arbitrary, entirely at at our discretion, and there won't be a regular 'company of the month' named. It does not confirm all-round excellence judged through a robust full organisational assessment, but results from ability to deliver at least one great 'moment of truth'. Here are the recipients of 'The D&Ds', the most recent ones first. Let's hope it catches on!
Jurgen Schadeberg - photographer, South Africa (July 2007)
A few years ago Derek bought a photograph direct from Jurgen Schadeberg, an international photojournalist who has chronicled many aspects of South African life from the 1950s onwards. This photograph has since been displayed on his wall. He recently realised that there had been some changes to the print, and emailed Jurgen to ask if he knew what the problem might be: just an enquiry, not a complaint. Without hesitation, or even waiting to try to work out the cause, he promised to replace the print, and this was quickly delivered to Derek by courier. This is stunning customer focus; we're still not exactly sure what caused the changes but all that seemed to matter was that Derek had a good print. Jurgen - and Claudia - many thanks for such kindness and superb service.
Lesley Hurry, Cooperative Insurance Services (June 2007)
Worthy recipient Lesley works in CIS's call centre, and it was pure chance - but a real pleasure - that Derek ended up speaking with her when he needed to query an insurance matter. Now, to an extent, credit must go to CIS itself for not handicapping their call staff with the sort of anti-customer-focus procedures and targets that one can often find. But Lesley was very knowledgeable about her subject, and dealt with the questions effectively and quickly - but in a very friendly way that showed her focus was on sorting out the matter, not on finishing the call as soon as she could to hit a numbers target. Derek then suggested that there might be an anomaly in some of the wording in the documentation he had. So she spent more time going through with him exactly where he thought the problem might be and making sure that she had recorded it accurately so that it could be passed on to their experts to look at. Thanks Lesley, very well done, and good wishes in your career.
Two things follow from this. First, Derek did indeed take the trouble to speak with her line manager to make sure that she knew how Derek felt about Lesley's performance. If you are prepared to complain about poor service, you really should also be prepared to celebrate and report the successes. Second, it makes us wish once again that more companies would realise that customer service is much more likely to be delivered by their own people than by a telephony system asking callers to "press button 1 for this, press 2 for that" and so on through many options and/or layers!
Coolings Nurseries, Knockholt, Kent (December 2006)
This local nursery is very impressive. They sell a wide range of plants, many home grown, but are much more than 'just' a nursery. They publish a regular newsletter, hardy plants come with a guarantee, they have created a nature trail around some of their grounds, and they put on regular gardening workshops. They have invested in horticultural and management training for their people and this seems to pay off (most visibly) in the very good service visitors receive. It may be invidious to pick out individuals, but Derek would like to thank Paul, Gary and Terry (their rose expert) for their help in sourcing some roses from the grower Delbard in France - if you like roses, they are well worth trying for their great colours and perfume.
Pennard Veterinary Group, Sevenoaks (Dec 2005)
Over the last few months of 2005, Derek's pet cat suffered a couple of serious illnesses, needing quite a few visits to his vet. As well as their technical expertise, the whole team has been very strong on empathy, and have always seemed to deal with the individual needs of their clients - both animal and human! Although George the cat is no longer with us, Derek thinks a 'D&D' is appropriate for the Pennard team for their superb support.
Ibis Hotel Cardiff (Oct 2005)
This may be an unusual 'bouquet' compared with some, but we'd like to say well done to the Ibis hotel in Cardiff - which was one of the few bigger hotels that we checked with that did not significantly increase their prices because the EFQM Forum was in town (some were close to double the usual rate). Thank you - it's nice to be able to report on something positive in the hotel sector.
Elef Records (June 2005)
Derek's taste in music could be described as 'eclectic' if we're being polite. Earlier in the year he enjoyed some Arabic music and learned of a CD of Arabo-Cuban music that was due to be released. Despite the help of his local CD Shop, he could not track it down via the big companies and did not even get a reply to some emails - great to ignore someone who wants to buy a product. However he contacted Elef Records in Lebanon, the producers, and had great help from Kristina there - well done, someone who actually cares about customers! (If you're curious about Derek's musical tastes, get hold of The Chehade Brothers, and Hanine y Son Cubano!)
Eurocentre Language School in Lee Green (Sept 2004)
We delivered a workshop here for a client (who had made the booking). We were really impressed by two gentlemen working in the restaurant. Alfonso and his colleague who worked at the till (sorry we didn't get your name) looked after us and the workshop attendees superbly: they were friendly, professional, helpful and prompt. Then as we were saying thank you and goodbye to them they shook our hands and thanked us for bringing the business to them. They were 'Excellent' ambassadors for the firm and a credit to themselves and to the business. Thank you.
Leon - Derek's regular postman (Jan 2003)
Leon is worthy of a D&D as an individual. The Royal Mail/Post Office in the UK is undergoing much change at present, but despite what must be great uncertainty in many quarters, Leon is unfailingly cheerful and helpful. And as a customer Derek can rely on him to do the right things right. Well done Leon.
Wellington's in Erith (Jan 2003)
This local retail outlet has provided Dave with most of his domestic appliances, carpets, electricals for many years. They have been around since 1898 and consistently deliver extremely high levels of personalised service in terms of sales and after sales. Many local people are repeat customers for these reasons and we wish to recognise them for their ability to continually satisfy their customers.
The Compact Disc shop in Sevenoaks (Jan 2003)
This is Derek's regular source of recorded music. They specialise in jazz and blues, but also cover any other type one can think of and will order for you anything not in stock. Their knowledge of and passion for their subject is superb, and when they get to know your musical tastes they will make listening suggestions for you. Recognition is for their enthusiasm and knowledge, and for caring about the customer.
Landline Phones (Jan 2003)
This is a trading name of Direct Wholesale Supplies (Worthing) Ltd. Derek recently needed a new phone handset in his house. He found Landline Phones on the web and placed an order. About 5.40 p.m. the same afternoon the firm rang to confirm certain details and said they still hoped to despatch that afternoon. The phone arrived by courier at about 10.30 a.m. the next day! Recognition is given for polite responsiveness to customer needs and sheer speed of service.
Margaret Ward, Pembury Hospital in Kent (Jan 2003)
For their professionalism and kindness when looking after Derek's father in summer 2002. Despite all the negatives we hear in the UK about the NHS, his father received superb care, and Derek would like to thank publicly the staff.
