When great customer service makes an impact

Katherine Beavis wearing a headset

Katherine Beavis

As told to Ebunola Adenipekun, Business Disability Forum

‘My name is Katherine, I’m in my 50s and I have been working from the age of 15. My long term condition is congenital right-sided semi-hemiparesis with spasticity, partial epilepsy and bilateral schizencephaly. Apparently, there are only an estimated 7,000 cases reported. Schizencephaly is the second rarest known brain malformation. According to a study in the UK, the probability of having Schizencephaly is 1.48 for every 100,000 births. But hey, I am no one special and just get on with it and try and enjoy life to the max.

I like travelling, listening to music such as soul, jazz, funk, fusion and rare groove – and a variety of other sounds too and love a good dance. I also love socialising and meeting new people and being with my family, as well as my pet cats Yin and Yang. Also I do like to solve a Sudoku puzzle! I always wanted to be an announcer or do voiceover work for characters in adverts and films etc.

What mostly impacts my day-to-day life is some people’s assumptions of me, e.g. some people assume I don’t have a life, don’t have a social life, assume I haven’t worked my entire life, never had relationships of any kind and don’t have certain capabilities, so I’m “disabled” according to them. What’s worse is some people thinking and saying what they “know” of me but never bothering to “really” get to know me. But that’s their issue, not mine.

The range of customer experience I get from day to day varies but one place that sticks out is my local Halifax branch in Fulham Broadway. Maria Gouveia, one of the Bank Consultants is so caring and devoted and that’s with also with the rest of the team. Maria gives you all the time you need, not just on financial matters but on your welfare/your wellbeing, on any other personal issues you may have and even will talk to you if you’re pet lover about pets too. She has been by my side from the start on how to finance and purchase my bike/mobility scooter –  Maria is a brilliant person, a real people’s person.

Going to my local family-run shop Best One & Post Office in Fulham, we always have a laugh and some banter, but they are also very kind and helpful e.g. one of the members changed my light bulb in my home because I couldn’t do it myself and fixed my curtain rail when it came down and he didn’t charge me to fix it back up and I know if I asked if I could pay on another day they would let me.

Great customer service to me is when you listen to your customers and you show that you care when someone is buying a product or service, but also great customer service when it goes wrong can also turn out or lead to a great outcome e.g. you brought a product and it wasn’t what you asked for as a customer – but then the customer service gets involved and pulls out all the stops for you in trying to solve the problem/s, constantly keeping you (the customer) in touch with progress and reassuring you (as the customer) they are on it. Most of all getting the product/s right for his/her customer leaving the customer totally satisfied by the end of the day.

Another place is my local Sainsbury’s (Fulham Wharf branch), most of their staff are friendly, helpful and so approachable and are willing to serve you.

I have chosen the Halifax branch in Fulham Broadway as nominee for the Disabled People’s Choice Award because they are just very helpful and very supportive towards me in my day-to-day life, have been for many years and they always let me know that they will always be there for me and will serve and protect me in the best way they can.

The reason I think Disability-Smart Awards and Disabled People’s Choice Awards are important is because I believe individuals and companies/organisations deserve to get recognition for their hard work in giving the best service they can to the general public and it’s good for business.’

You can nominate for ‘Disabled People’s Choice Award for the most inclusive service provider, employer or experience’ here

 

Disability-Smart Awards: Why it matters.

By Ebunola Adenipekun

Business Disability Forum believes inclusive and accessible customer service should be standard practice and that every workplace should be a great place to work. The Disability-Smart Awards aims to showcase and celebrate the most innovative and inclusive practice among employers and service providers. 

Mark Lomas, Head of Equality, Diversity & Inclusion, HS2 (below), who was one of the judges from the Awards last year, and will be rejoining the judging panel this year, said: 

“Being a judge on the Disability-Smart Awards panel is a great way to learn. Some of the submissions were absolutely brilliant – and I can be really difficult to impress! I really enjoyed it! And one of the things is to understand some of the innovative work that goes on and the impact that it makes.

“It’s encouraging to see so many organisations try and get better at becoming disability-smart. It’s great to see the breadth, the innovation, creativity and impact for customers, employees – and the public in general. It shows the impact you make when you do something a bit different.

Mark Lomas

Mark Lomas

“What companies can learn from these submissions is the impact it makes on different levels: for individuals, teams and across organisations as a whole.

“Why is it important to be a disability-smart organisation? Who wouldn’t welcome more creativity? A different way of thinking? To innovate? Yet, no-one means to go into a boardroom and exclude 20% of the population that could do that, so the work that people are doing here helps inclusion happen.

“I hope you’re inspired to submit an award!” 

Entries for all categories are open until Thursday 20 September 2018, so there’s plenty of time to get a submission together for one of our seven award categories:

1. Senior disability champion of the year
2. Inclusive service provider of the year 
3. Positive cultural change of the year
4. Workplace adjustment innovation of the year
5. Influential business of the year
6. Technology initiative of the year

7. Disabled People’s Choice Award for the most inclusive service provider, employer or experience’ 

Disabled People's Choice Award logo - purple and white

Disabled People’s Choice Award

We want to hear from you! Have you received great customer service? Don’t forget to tell us what organisation deserves an award in your opinion! Vote today!

Winners will be announced at the Disability-Smart Awards Ceremony in November 2018 (date and venue tbc).

Judges for all of these entries include leading experts in the area of disability, representatives from Business Disability Forum’s Member and Partner organisations and disabled opinion leaders.

Send us your entry today!

Disability-Smart Awards: The impact of winning an award

By Ebunola Adenipekun

Lloyds Banking Group – Last year’s winner of the “Nothing About Us Without Us” Award

Awards can make an impact, as one organisation shows here below:

Winners of last year’s customer-led ‘Nothing About Us Without Us’ Award Lloyds Banking Group’s David Oldfield, Group Director, Commercial Banking, and Group Executive Sponsor for Disability (below) said:

Lloyds Banking Group David Oldfield, Group Director, Commercial Banking, and Group Executive Sponsor for Disability

David Oldfield, Group Director, Commercial Banking, and Group Executive Sponsor for Disability at Lloyds Banking Group

“One of our key achievements in 2017 is that we won the ‘Nothing About Us Without Us’ Disability-Smart Award, recognising that we include disabled colleagues and customers in discussions and decisions which affect them.

“We won this award for the work we do through initiatives such as focus groups, the Assistive Technology User Group (ATUG), and the partnerships we have with various charities, including our Charity of the Year, Mental Health UK. These initiatives provide invaluable insights to help us make our organisation as inclusive and accessible as possible for disabled customers and colleagues.

“It’s terrific to be recognised by Business Disability Forum for displaying best practice.”

Business Disability Forum believes inclusive and accessible customer service should be standard practice and that every workplace should be a great place to work. We want to know where you have seen this done at its best.

Our new ‘Disabled People’s Choice Award for the most inclusive service provider, employer or experience’ is an opportunity for us to recognise an organisation that really cares about its disabled customers, service users and employees of an organisation that has been selected by disabled people.

If you have great experience of a business, organisation or employee that has made a real difference in your life or the life of a disabled person you know, then please do get in touch.

Perhaps an employer or a shop or small business? From libraries and schools, to charities or health providers, let us know what company, small business or individual sole owner that you, a friend or family member really values and should know how much you appreciate them.

Entries for all categories are open until Thursday 20 September 2018, so there’s plenty of time to get a submission together for one of our seven award categories:

1. Senior disability champion of the year
2. Inclusive service provider of the year
3. Positive cultural change of the year
4. Workplace adjustment innovation of the year
5. Influential business of the year
6. Technology initiative of the year

7. Disabled People’s Choice Award for the most inclusive service provider, employer or experience’ 

Winners will be announced at the Disability-Smart Awards Ceremony in November 2018 (date and venue tbc).

Judges for all of these entries include leading experts in the area of disability, representatives from Business Disability Forum’s Member and Partner organisations and disabled opinion leaders.

Send us your entry today!