We write this month’s Flat Living article at a time of relief, relief that we are finally seeing the end of the Covid restrictions and that we can go back to a state of “normality” again.
But should we forget our new ways of working? Particularly considering this month’s edition on Customer Service.
There have been many challenges we have all had to overcome over the past two years and retaining a high level of customer service for our clients has been at the forefront of our services at ARDENT.
However, as with most businesses, we had to review and adapt the way we worked.
When Ardent Lift Consultancy was formed in 2012, customer service was identified as a key consideration for the business. The thrill of getting a new client is always rewarding and building on the initial introduction to our business is a priority for the team. By working on these relationships, we find that our client retention rate is excellent.
One of the original initiatives we introduced back then was a ‘hot line’ for Property Managers to contact us to discuss their lift issues and obtain free, impartial advice from our team. This approach worked for an emerging business and the mindset has remained with us to this day.
Though most of our day-to-day communications are conducted over email, there is no real substitute for a conversation, whether it is someone you have known for years, or someone new.
Before the pandemic, this conversation, more than likely occurred by phone, however, a phone call does not substitute for face-to-face meetings.
And whilst there is much that can be discussed over the phone, a face-to-face connection improves transparency, promotes buy-in, and instils confidence; facial expression can help us decide if we trust or believe what is being said.
We have found that face-to-face consultation with stakeholders works extremely well for our projects and customers; providing the opportunity for a group to come together to share relevant information on the upcoming project, gain clarity, and resolve any highlighted issues. Without these consultations, risks and issues could escalate and stakeholders lose faith.
This was never more important than during the lockdown periods brought on by Covid, with travel restricted and teams fragmented and working from home.
As with most businesses, we needed a new approach and we found ourselves slightly ahead of the game; having introduced Microsoft Teams into our way of working several years prior. So with experience, we were able to assist our colleagues and clients in hosting and attending virtual consultations and work meetings, as well as touching base with colleagues, family, and friends (far and wide).
Although the past two years have been challenging in many respects for us all, it has introduced a new approach to many of our working practices. We reduced our carbon footprint and made sustainable decisions, all while still being able to meet face-to-face.
Our team remains at full strength, and we are here to support customers (existing or new) with lift condition surveys, expert advice, and our trademark proactive approach.
But don’t just take our word for it, take a look at our Case Studies and Client testimonials here.
