Milton Park Innovation Centre, Oxfordshire
April 24, 2019

Dare to be Brilliant, our customer service training programme

We know that people are our biggest assets so in 2017 we started our Dare to be Brilliant (D2BB) journey by adopting a transformational approach to customer service. Working with Mary Gober International (MGI), we created a bespoke training programme to develop positive, solution-focused people, offering a lasting change in the service mindset of our people.

Our goal was simple: to raising the bar in the property management industry for customer service brilliance. Our efforts go far beyond just training our staff; we have started to train our service partners too; after all, they represent us on the sites we manage.

To ensure the momentum continues, we’ve created ‘Dare Devil’ incentive schemes for our staff and service partners. Anyone can nominate a colleague or service partner to reward individuals providing exceptional customer service. Our Board of Directors then faces the not-so-easy task of deciding the winner on a points scoring basis every month. The monthly winners are then entered into the annual draw. For our service partners, the top prize is a £500 John Lewis voucher and for our staff, they get the chance to win a weekend away for two. Samantha Robinson was our 2019 winner for the ‘Amazing Ashton Awards’, you can click here to read the full story.

This year we are developing our programme further, having invested and up-skilled three members of our team – Chloe O’Donnell, Wendy Graeme and Paul Robins - to be MGI-accredited in-house trainers. Everyone who joins our business undergoes this training and, by embedding the service-centric ethos at the core of our organisation, and we’ve achieved real, meaningful results. We’ve extended our brilliance in customer service mindset to our service partners to ensure all touchpoints and interfaces with and between our customer groups meet the same exceptional standards. We’re very proud to state: we’ve created a culture where we appreciate our staff, nurture our occupiers, respect our service partners and deliver outstanding results for our clients.