What a ‘SafeMove’ – 6 years of partnership with The WOW! Awards

SafeMove, a trading arm of Yorkshire Water, are responsible for the compilation and provision of Drainage and Water Searches that form a part of the conveyancing process for solicitors on behalf of property purchasers throughout Yorkshire. In addition to compiling the Drainage and Water search, SafeMove provides nationally the whole range of searches solicitors may require as part of a property transaction.

Our dedicated service team of 22 dealt with over 60,000 property transactions in 2014/15, delivering what customers describe as an “Absolutely Brilliant Service”.

Showcasing Excellent Service

Our journey with The WOW! Awards began in 2009 where we decided to showcase the excellent service our team deliver year on year. The WOW! Awards have provided our customers with the opportunity to tell us what they think about our service with the introduction to our ‘You Said, We Did’ facility on our website and our WOW! nomination cards which we send out with our products and customer communications.

In a highly competitive market we’ve managed to stack up over 160 quality nominations and these have been used to create our very own ‘WOW Story Book’. This book is a real testament to the hard work of the SafeMove team and it’s something that continues to empower them in the delivery of an excellent service experience, growing our customer loyalty.

We’ve been a finalist at The WOW! Awards Gala Ceremony every year since 2010 receiving the winner’s trophy in 2013 in ‘Serving Other Businesses – Best Business 2 Business’ category. 2013 also saw the SafeMove Manager become a finalist for ‘The Leadership Award’ and a Senior team member being a finalist in the ‘The Most Inspiring Front liner’ category. This has given us the opportunity to network with other companies and it has also helped us benchmark our performance outside our industry.

Healthy Competition

In 2014 we incentivised our WOW! nominations as a vehicle to not become complacent when requesting feedback on our service, as this can be particularly difficult when dealing with a repeat customer base. This has brought healthy competition amongst the team and is the driver behind the focus we place on the value of customer feedback.

Celebrating our Achievements

Every year SafeMove has an end of year business plan which is followed by a themed ‘Oscars Awards Evening’ where the team are recognised for their achievement throughout the year. One of these awards is The WOW! Award which is presented to the advisor that has received the highest volume & quality of nominations, this is just another way to ensure that we ‘capture our people doing things right’.

How does it feel to be nominated?

Sarah Chamberlain – SafeMove Service Advisor adds:

“I believe that WOW! really does capture when things are done right and it is great to know that the efforts are also noticed by our customers. I will always do my upmost to help our customers, which might be a small task or a task which could take a considerable length of time to resolve.

For me it shows the length and efforts I go to have not gone unnoticed and our customers are very happy with the level of service I have provided them with”.

Sarah’s most recent nomination…

“Sarah grasped the reason behind our query immediately. She was able to give us an answer, very, very quickly and nothing was too much trouble for her. It was a pleasure dealing with her and she was extremely polite and helpful. We have to say that we believe she is a credit to your company and should be recognised for these qualities”.

SafeMove feel bewildered that we continue to receive recognition for delivering an exceptional service which we all consider to be a part of ‘day to day activity’. It’s also played a huge part in understanding our customer expectations – ensuring that in each transaction our customer is happy and that they’re willing to take the time to use WOW! as a way of communicating this to us.

Kelly Norcliffe, SafeMove, Customer Account Manager

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