At Orange & Gold we strive to get everything right, first time, same day. We also try to read your thoughts and anticipate your needs. But we don't always get it right!
For many years now we have operated a process whereby a client, agent or member of our own staff can escalate a concern to a senior management team member. The senior manager will then take possession of the issue and seek to resolve it promptly and to everyone's satisfaction. Concerns become complaints so rarely that I, as managing director, handle these personally and resolve as an immediate priority.
In this way we take genuine responsibility for issues and give personal support to our clients and business partners where systems don't quite fit.
This works and our reputation is unrivalled.