Award-winning service

6 Jul, 2019

We knew what our clients think of our approach, but would our local Chamber of Commerce rate us as highly? The answer was a resounding ‘yes’, as we found out at its glittering awards ceremony…

In 2017, our eyes were fixed on the stage at the Herefordshire & Worcestershire Chamber Awards as the winner of the Excellence in Professional Services Award was read out. It was the first time we had entered that category and we had been delighted to be shortlisted. It was not to be, but nor was it a failure. The competition was tough. The winner was one of Worcester’s oldest and respected law firms with over ten times the number of our employees. We walked away with a Highly Commended certificate and our heads held high.

In 2018, we returned to Worcester Arena for what was quickly becoming a fixture in our social calendar. This time, we were called on stage… but to collect the Excellence in Customer Service Award. Obviously, we were over the moon, but we weren’t content. Even receiving a Princess Royal Training Award later that year didn’t take away the sting fully.

Going for it

We determined to continue developing our business to reach the benchmark set for the Professional Services award. We won’t go into details, but we worked on every aspect of our business from our ten year plan to each individual’s goals. Our MD, Jennifer Semini, went on the Goldman Sachs 10,000 Small Businesses Programme. Our employees spent their £500 individual training budgets. We developed new products and refined existing services. We re-invested monies reclaimed through R&D tax credits into improving our CRM.

We began beavering away on this year’s award entry a few months before the deadline. We focused all our attention on one category only… Excellence in Professional Services! We carefully analysed the questions, reviewed previous entries and collated new information. We were on a mission.

We submitted it on time and waited for what seemed like eternity until we got the message we wanted to hear: “You’re through to the next round!”

This involved three of us huddled around a phone answering questions about the business, with our vocal office dog, Harry, firmly locked out of the room. Once we got over our initial nerves it was, to our surprise, enjoyable. Then again, we love talking about what we do and how it helps our clients. We’re lucky that way.

The moment of truth

Once again, we made the shortlist. There was only a few long weeks to wait until the Awards ceremony. As usual, we took a table so some of our team could enjoy a ‘big night out’. Only half the office team could go, the rest of us were heavily invested on WhatsApp as photos of our glamorous colleagues were shared.

To cut a long story short, we had a fabulous evening. Not only did we get to see Rock Power Connections Ltd, one of our clients, win the Small Business of the Year Award, but we finally picked up the much-coveted Excellence in Professional Services Award! It was a moment to treasure as you can see from the photos below.

We only wish we’d seen our other clients there win Awards but we have a feeling that, like us, they’ll be back until they do!

Next steps:

Some things are well worth waiting for and this award is definitely taking pride of place in the office trophy cabinet! If you’d like to collect an award but don’t know where to start, our top ten tips will help!

It wouldn’t be possible to provide award-winning services without three special groups of people. Firstly, thank you to our brilliant team of office staff and roving assessors who work hard every day to deliver great service in accordance with our values. Secondly, thank you to our clients who consistently provide feedback which we use to refine our approach. You can see what our clients think of us here, or why not read some of our 5* Google reviews? Thirdly, thank you to our suppliers who are as committed as we are to delivering great service.










ISO Quality Services Ltd are proud to specialise in the implementation and certification of the Internationally recognised ISO and BS EN Management Standards.

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