Below is an email received from one of our customers yesterday, reprinted word for word along with our response to it. Although we get many thank you emails and cards for our service and our Satisfaction Survey shows at us hitting 96%, occasionally it’s nice to put one such report out there for potential new customers to see.

The email was headed First Class Service

F.A.O. Richard Baldwin.
Sir. Yet again I write to praise your service manager. I had a problem with the water heating system whilst on holiday in Harrogate. I phoned your service manager for advice and as I was within an hour of your establishment, he suggested I bring the vehicle to the workshop on Friday morning at 08:30. I arrived early and he was waiting for me. He assessed the problem and within ten minutes fixed it. He also changed a catch within the van at no cost to me.

I had visions of waiting for hours for the job to be sorted out, but fifteen minutes after arriving I was on my way home. A truly exceptional service by an exceptional member of your staff. I would have absolutely no hesitation in recommending your company to anyone looking for outstanding service.

Thank you.
Brian Coull
South Ayrshire

Our response

Hi Brian, good to hear from you, I hope you and Sharon are keeping well.

Thanks for taking the time to send this email, I’ve copied Richard Prince in on this response so that he sees your kind comments and mine too.

Richard is an absolute credit to our company and we are very proud to have him, it’s good for us and him to hear that his service is recognised and appreciated, both by his management team, but more importantly by customers alike

We hope to speak with / meet up with you again soon

Kind regards

Gary Morgan
Managing Partner

PS – Brian would you mind if we used your comments in our marketing online ?