At Safestyle we’re aiming to deliver world class customer service, and it seems the message is being understood loud and clear. Recently one of our installation Depot Managers was commended for working well outside any parameters set for the call of duty, and here’s how the story unfolded…

It is 21:10 on a Saturday night when Richard Parsons, our National Field Installations Manager, took a call from Installations Quality Control department to make us aware that we had received a call from a customer with a problem with their door. At 21:10 on a Saturday night – what was the chance of getting this problem looked at?

Richard in his normal way thought it appropriate to seek help from the Manager of the particular Installations Depot that fitted the door, even though it was gone 9pm on a Saturday night. At 21:45 Richard received a call from the Depot Manager from where the Installation had originated, an apology was given for not answering the phone initially due to the phone being on charge in another room. Richard explained the situation, he went on to say “I realise it is really late but could the customer be contacted and a solution found?” The manager suggested that this would be done and would call back to confirm.

The Depot Manager then spoke to the customer, and tried to enlist help from the Installation teams. Mr Parsons was contacted and told that the customer would be having a visit that same night to resolve the problem.

Our Head of Installations, Andy Clegg, said, “Nothing more had been said about the call until I decided to personally thank the Depot Manager in question for dealing with the call at such a late hour on a Saturday, so I asked for the name of the Installers that completed the work so I could thank them personally - the reply was ‘I couldn't get anyone to cover it because they had all had a drink and couldn’t drive, so I went to cover the call.’”

Andy was gob-smacked, “This is a Depot Manager that hadn’t asked for praise or looked for brownie points, and I wouldn't have found out if I hadn't made that call, so this Manager that not only delivered world class customer service but also worked well beyond the call of duty. The Manager’s name is Paula Bryson – thank you!”

Having been recognised in the glazing industry’s “Oscars” – the G-Awards – with Safestyle winning the G06 Best Customer Care Award and G07 Installer of the Year Award, we’re developing and implementing further improvements to ensure we continue to deliver the best possible products, installations, and customer care. See what our customers think of us in the Customer Reviews section.