24 June 2009
Dear Jeremy
I wanted to make you aware of the superb customer service that I have received over the last 12 months or so from your employee Dan Simpson.
I first contacted Shearwater Insurance on the advice of my then UK-insurers A-Plan Private Clients, in July 2008, in relation to my impending relocation to Australia. I had the good fortune to be put through to Dan who has since that day been my contact with respect to the subsequent shipping of my personal property from the UK to Australia in July/August 2008.
Having spoken to a number of marine specialist insurers to gain an understanding of the various service offerings and policies, I was immediately impressed with Dan's superb customer service, his knowledge, friendliness and willingness to take the time to explain your organisation's offering. Following that initial conversation Dan sent me the relevant policy documentation and on the strength of this coupled with Dan's demeanour, I made the decision to proceed with Shearwater. This has proven to be a good decision.
Sadly, there were a number of complications with the shipment of my consignment - as contrary to Shearwater, the removal company did not live up to the standards that they espoused. In brief, the consignment was delayed significantly and on arrival it became apparent that many items had been mishandled and thereby suffered significant damage.
Due to the consignment delays I had cause to speak to Dan again to gain agreement for the term of insurance to be extended - Dan was not only empathetic in his response to my situation but equally importantly he was responsive. Subsequent to the arrival of my belongings in late December 2008 and due to the damage sustained to many items, I have had cause to liaise with the relevant assessors here in Australia. They too have been professional and helpful.
However, six months on, there were still outstanding questions regarding certain aspects of the claim. At this point, having re-read the policy document numerous times, coupled with numerous conversations with the assessors here in Australia and being at a loss as to how to proceed next, I again contacted Dan. Once again, Dan proved to be a 'diamond in the dust'. Dan not only checked the policy document himself and also spent time discussing and outlining the options that were open to me, but also referred the matter to the underwriters to enable us to gain clarity as regards to my specific situation. As a direct result of Dan's proactive assistance the matter now appears to be approaching resolution and I am looking forward to hopefully being in a position to commence getting my furniture, etc. repaired in the next few weeks.
Dan has not only restored my faith in insurers but equally, shown that customer service is flourishing within your organisation. Dan sets the highest of standards and has without question raised the bar as regards to the customer service standards that your competitors are therefore impelled to compete against. You therefore have a robust competitive advantage - an enviable position to be in in any economic climate but perhaps particularly so, during globally tumultuous times.
Through the course of my work I have the opportunity to gain insight into the internal and external operations of many organisations across an array of industry sectors - time and time again, the adage of 'people make the difference' is proven to be correct. Dan is most definitely one of those people and as such is deserving of both praise and recognition.
Whilst I'm not aware of your internal policies for rewarding staff who positively contribute to, and raise the profile of your organisation; who through their actions and handling of customers generate repeat business and referrals - I am hopeful that you will have some such scheme. Having worked within the HR arena for many years I also know how motivating and engaging it is for employees to receive acknowledgement for work well done - especially when it comes directly from senior leaders such as yourself. As such, I wanted to make you aware of one, of what I suspect may be many positive testimonials that exist, in relation to the service delivered to customers by Dan Simpson. I for one, have already, and will continue to, highly recommend your organisation (and specifically Dan) to people within both my social and professional networks. This is as a direct result of my dealings with Dan.
Dan is a truly outstanding asset to your organisation and I hope that he will be recognised, rewarded and nurtured as such.
Best regards
Agneta
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10 August 2009
Just wanted to drop you a line and say a big thank you for the excellent response to our horsebox breakdown in Durham last Saturday.
The Rescue Control Centre was calm and extremely supportive in spite of the poor mobile signal we were having to endure - isn't it always the case the mobile signal is poor when you are desperate!!!
The response from the recovery company (Turners/Darlington CCR) was first class and the staff were extremely professional and helpful. My horse, Incognito, fortunately remained calm at all times but this was certainly helped by the situation not becoming stressful for her and for me!!
Many many thanks and probably the best money I have ever spent!!
Debbie Stephenson and Incognito |
