I earn a living as a Customer Experience and Transformation Consultant, and have advised a number of blue chip Global and National brands on how to improve their customer service techniques. I’m not sure there are many better examples out there of how to treat customers than Gent Law!
Their communication, pricing, quality of work and customer care are exemplary, and you get the impression that great customer service isn’t something they do, it is who they are as people!
South West Airlines in the USA changed the standard corporate vision statement from the over-used “the customer is at the heart of everything we do” mantra, turned it on its head, and stated that their employees were at the heart of everything they do. By employing fabulous people, outstanding customer service isn’t something you strive for, it’s a natural consequence. Having spoken to a number of employees of Gent Law following a recent conveyancing assignment they handled for us, I think subconsciously this is what they have done. And they have done it brilliantly.
Rachael, as their leader and MD, is the embodiment of everything I’ve described above, and genuinely does “walk the walk”.
I cannot recommend them highly enough, and I am considering writing a case study about their business that some big companies would do well to study!