We've won the Altrincham Chamber Customer Service Award 2016

Published: 22/05/2019

I’m thrilled to announce we’ve picked up another award – this time at the Altrincham Chamber of Commerce Business Awards 2016 where we won the prestigious Best Customer Care Award.   

Chamber President Paul Daine with Ian, Eileen, Joely, Amy, Andrea and host Gordon Burns 
I’m thrilled to announce we’ve picked up another award – this time at the Altrincham Chamber of Commerce Business Awards 2016 where we won the prestigious Best Customer Care Award.
 
Last night’s award ceremony at Altrincham’s Cresta Court Hotel was a fabulous occasion hosted by television’s Gordon Burns. I attended with my management team, two of our wonderful care assistants and Jean, one of our much-loved customers.
 
I’m immensely proud of my team and all they give to our community. To win a local award is very meaningful to us as we’re a local company born and bred. We’re privileged to be part of such a strong community and take care of the people within it.
 
To win the Customer Care Award is particularly important to us as customer service is our heart and soul. 

Care manager Amy Stone enjoys the evening with much-loved customer Jean
Our commitment to customer care starts with taking care of our people because we believe ‘Happy colleagues make happy customers’.
 
Since 2011 we've delivered over 150,000 homecare visits, created over 60 permanent new jobs and developed a Rolls Royce care service for Altrincham & Sale. We now manage over 120 regular weekly customers.

World class ratings
 
Net Promoter Scores - the globally recognised management tool gauging customer relationship loyalty – are calculated by subtracting the percentage of ‘Detractor’ customers from percentage of ‘Promoter’ customers. These are expressed as an absolute number between -100 and + 100. Our Net Promoter Scores are 59 for customers and 86 for staff. Scores over 40 are rare in any industry or country making these off-the-scale World Class results.

Ian with three of his award-winning team: Joely, Amy and Eileen
Last year we won Bluebird Care’s Franchise of the North and overall Franchise of the Year awards out of over 200 franchises after independent judges gave us an exceptional 97 out of 100 points. This year we were delighted to be among the finalists again at the recent 2016 awards.
 
We have over 70 independent unsolicited customer testimonials, rating our customer care as simply outstanding. 95.8% of ALL independent reviewers give us 5 stars out of a possible 5.

Groundbreaking sytems
 
Our groundbreaking PASSsystem uses mobile technology to give customers live reporting on care visits. Our staff respond instantly to issues and information is shared to a customer’s wider circle. A daughter in Altrincham or Australia can check on Mum in real time.

Pioneering techniques
 
Pioneering techniques turn traditional beliefs about dementia on their head with our therapeutic methods slowing dementia progression and re-connecting customers with the world. 
 
Our new 24/7 live-in care service is a realistic alternative to a care home giving customers one-to-one care in their own homes for a better life lived longer.
 
Our customer service team supports customers and carers 24/7/365 days a year continually listening and reacting to develop services that leave our competitors standing.
 
We’re proud to belong to the Altrincham & Sale Chamber of Commerce business family and play our part in creating vibrancy and prosperity in our region.

By Ian Helsby.