Director of Barry Plant Boronia, Mark Schroeder, says that every member of his team, from admin staff to sales, has played a role in achieving this honour.
“We have a well-rounded, caring and empathetic team,” Mark says.
“Our entire staff is focused on delivering excellent service, and the culture within our office promotes it.”
Now in their 20th year, the Australian Achiever Awards are independent and unbiased awards, based on assessment ratings from companies’ own clients. The awards provide an objective indication of a well‐run, healthy business that is worthy of patronage.
The award system focuses on seven criteria, namely: Time Related Service, Addressing Client Needs, Care and Attention, Value, Attitude, Communication and Overall Perception.
The criteria are rated individually in percentage terms, and the final score is an amalgam of these. Anything above 80% overall is regarded as exceptional and reflects outstanding customer service.
In their quest for excellence, the team at Barry Plant Boronia conducts weekly training sessions covering a wide range of topics, and actively seeks customer feedback via surveys. Some years ago, communication was identified as an area in need of improvement; it became a focus for them, and is now a skill they are renowned for.
“Buying or selling a home can be a stressful experience, but communicating to keep buyers and sellers in the loop helps to minimise stress,” Mark says, noting that communication is an area often neglected by his competitors.
While Barry Plant Boronia secured the top spot in the 2017 Australian Achiever Awards, the remainder of the Barry Plant Group also performed outstandingly. The group has been awarded Group Certification for Customer Service Excellence every year since 2005, and this year was no exception.
Every Barry Plant office has independently achieved a Highly Recommended status, with the majority of the group’s offices scoring above 90%. Barry Plant CEO, Mike McCarthy, says he is extremely pleased with the result: