Customer Excellence Award (sponsored Farnell Jaguar Land Rover)

Harrisons Estate Agents Bolton Ltd

AN estate agency with no marketing budget and which relies solely on recommendations is a finalist for the Customer Excellence Award 2019.

Harrisons Estate Agents Bolton Ltd are based in Newbrook Road, Over Hulton, and have been trading since 2014. The company has seven staff and has received numerous awards on Allagents, which is a website for customer reviews in this industry.

Harrisons’ business is very customer-centric with staff ensuring that they provide the best possible service to every individual client. The company also plans to expand into new areas in the next few years with a new office and more staff.

It also currently takes on apprenticeships “which we feel helps with employment in the local community,” explained Director Clint Hibbert.

He added “We are delighted to have been chosen as a finalist for Customer Excellence yet again, and to be recognised for me and my team is fantastic!”

Holiday Inn Bolton

A BOLTON hotel which counts its staff the key to its success is a finalist for the Customer Excellence Award 2019.

Holiday Inn Bolton in Higher Bridge Street has 90 staff and a rewards’ scheme for customer recognition to show its appreciation for staff members’ hard work.

In return, staff strive to deliver excellent customer service as customer feedback is extremely important to the hotel. Websites like TripAdvisor are changing the way the hotel interacts with customers, meaning they can speak to guests directly and react immediately.

As part of IHG, Holiday Inn subscribes to “Heartbeat Scores” – a system that allows people to submit their feedback online and generates detailed analyses. Customer service goals are strategically aligned from these.

General Manager Dieter Koch commented: “We are delighted to be shortlisted. Customer service is what we do – it’s a huge part of what we stand for. It’s part of our DNA.”

Gorilla Accounting

A TECHNOLOGY-driven accountancy firm which is exclusively for contractors and freelancers has been shortlisted for the Customer Excellence Award 2019.

Gorilla Accounting at Lostock was born after a group of specialist accountants with decades of experience decided that accounting should not be a laborious process packed with incomprehensible jargon and extortionate charges. Instead, they wanted to offer a more personal, proactive service.

All clients have a dedicated accountant and 24/7 access to the firm’s online book-keeping tool, FreeAgent. Gorilla is now nationally ranked No.1 accountancy firm on Trustpilot with a score of 9.9.

Over the last 12 months, the company actively requested feedback from clients to ensure it offered the very best of service.

Director Daniel Fallows commented: “We are thrilled to have been selected as a finalist.

“At Gorilla Accounting we aim to provide our clients with the very best experience which helps us stand out against our competitors.”

Market Place, Bolton

A SHOPPING centre which has evolved to combat the rise of online retail is a finalist for the Customer Excellence Award 2019.

Bolton’s Market Place ensures that shopping has become a more “experience driven” activity. As a result, the one element that underpins everything it offers is focus on delivering an exceptional experience.

“This is from the most basic interaction with centre staff through to online engagements and involvements with events and activities.” explained Centre Manager Nikki Wilson-Cook.

Customer satisfaction is at the forefront of everything the 36 Market Place staff do. Strong retail knowledge starts at the top and goes to all team members - from cleaning and security to store teams and management.

Commented Nikki: “Achieving a level of excellence in any team requires the participation, dedication and commitment of every staff member. So to be recognised as a finalist is fantastic news for everyone at Market Place.”

Rivington Mortgages

RIVINGTON Mortgages helps clients through the complicated and often confusing world of mortgages.

Now, the Horwich-based company is a finalist for the Customer Excellence Award 2019.

Company director Keith Brian said that they always aim to answer fully the two main questions that people ask “Can I get a mortgage?” and “How much are the monthly repayments?”

They see customers face to face - most contact the company via its high rankings on Google and read some of the 90, five-star testimonials on Rivington Mortgages’ website.

Mr Brian stated that the team at Rivington Mortgages was “delighted” to be shortlisted. “It’s recognition for the effort we make in ensuring our customers are given the highest level of service when applying for a mortgage,” he stated.

“From the initial conversation over the phone to picking up the keys to their new home, we guide our customers expertly along the home-buying path.”

The ExcluSec Group

A BUSINESS formed in 2010 to fill a gap an industry gap for a security company with exceptional customer service is a finalist for the Customer Excellence Award 2019.

The ExcluSec Group in Bolton has a skilled workforce by investing in employee training including First Aid, Customer Service, Fire Safety, Health and Safety, Safeguarding, Anti-Terrorism and Stress Management.

All staff are expected to complete this free training. A Head of Client Relations is also on hand to deal with any issues and be the point of contact.

Commented Michelle Bancroft, Group Quality and Compliance Director: “We’re thrilled to have been shortlisted for the Customer Excellence Awards. We pride ourselves on giving the best customer service.

“Every company has issues, it’s how you deal with them that sets us apart. We believe we have raised the bar within the industry by providing excellent customer service to all our clients and staff.”

Thornton & Lowe

A BOLTON company which has grown to have offices across England and Scotland has been shortlisted for the Customer Excellence Award 2019.

Thornton & Lowe specialises in tender writing and bid management. It’s based in Higher Bridge Street and began trading in 2011.

The fundamental cornerstone of its success is its staff, who are constantly striving for excellence in customer relations and the invaluable service the company provides to clients.

Bidding for tenders can be a challenging process and Thornton & Lowe staff help businesses pinpoint and appreciate their unique value and understand how this can be applied within the procurement process.

Commented Director Tom Anderson: “We’re incredibly proud to have been shortlisted for this award – a wonderful accolade to celebrate our 10 years in business in Bolton.

“To win this award would recognise the enormous effort, dedication and time our team give to helping every one of our clients.”