Winners! Suffolk Coastal Business Awards 2016
Suffolk Secrets are delighted to announce that we are the 2016 winners of the Customer Focus Award presented by the Suffolk Coastal Business Awards 2016!
The event was hosted at Milsoms Kesgrave Hall on Thursday evening where some members of the team were in attendance in what was a fantastic evening with great company, entertainment and food.
Suffolk Secrets were nominated for the Customer Focus Award alongside Framlingham Medical Practice, The Hearing Care Centre and Heritage Care at Home - and we were thrilled to be picked the winners!
Having a team who genuinely care about providing a first class customer experience is perhaps the main reason why Suffolk Secrets has become the largest holiday letting agency in the county. Week in, week out we see examples of team members going the extra mile to exceed customers’ expectations.
Recently we have seen the most amazing demonstration of commitment to customer care ever! Operations Manager Ann Dobson and Reservations Administrator Kylie Baker, donned their best frocks and heels to witness the wedding of doting customers Angie and Steve, who had booked a romantic Suffolk holiday to secretly tie the knot. And to top it off, went to the wedding with a gift of a fabulous hamper and bottle of champagne.
This charming example demonstrates perfectly the lengths the team go to, to make our customers smile. Staying late after work to meet guests whose transport has broken down, driving guests to the train station when their taxi fails to arrive, dropping everything to drive halfway across the county to deliver spare keys when a holidaymaker locked themselves out, even waiting at a holiday home for a delayed guest's Tesco's shopping delivery, - all classic examples of how the Suffolk Secrets team go above and beyond the call of duty on a regular basis; without being asked and without grudge.
Mr J Woodman who stayed with us in November sums his experience poetically;
"Suffolk Secrets are very good,
They go that extra mile,
The service that they give you,
Is service with a smile!"
The efforts of our team have generated record sales growth and property recruitment in 2016, with bookings 13% up and over 50 new properties on the books. This would not happen without the commitment of the entire team, including maintenance, housekeeping, reservations, recruitment, accounts and management.
Each year Suffolk Secrets hosts over 40,000 holidaymakers. We’ve achieved a 98% satisfaction rating on review site, Feefo, and are delighted to say that a large proportion of our customers come back time after time.