TGt Meets…Jurassic Care

Following this year's Purbeck Business Awards, we're catching up with the amazing businesses left with a new achievement. This TGt Meets is with Tracie Smith of Jurassic Care.

Congratulations on your Purbeck Award! Which category did you receive your award in?

Jurassic Care was awarded the Customer Service Award

What strategies have you implemented to ensure a high standard of customer service at Jurassic Care?

At the heart of Jurassic Care’s DNA is the desire to go above and beyond. What do we mean by that? Treating every one of our clients as we would a member of our own family. Taking the time to sit and listen or simply be with the clients a little longer than scheduled. We are mindful of the time but we do not let the clock dictate. If a client needs more time, it is given freely and cover provided for the next visit. A Facebook page has been set up for the families to see what we get up to, activities are provided voluntarily. Our pet dogs and grandchildren also visit which brings such joy to the clients. We also take our client to various clubs.

How do you handle customer complaints or issues?

As of yet we haven’t had any complaints. Any issues that should arise would be dealt with straight away. Should we ever receive a complaint, as head of the business, I would visit the client and listen carefully to the complaint. Any resulting feedback would be shared with the staff member receiving the complaint. In addition, it would be taken as an opportunity to improve our service. Whilst respecting confidentiality of both client and staff member, the conditions of the complaint would be used as an example to learn from.

Do you gather feedback from customers? If so, how do you use it to improve your service?

At present the only feedback we have received has been complimentary. Any feedback received, whether positive or negative is taken very seriously. We are very open with the staff and share such feedback with them. We all benefit and take the opportunity to learn from the feedback we receive. To know what works well or not is very important to us.

How do you train new employees to meet your great customer service delivery?

All of the girls are on the same wavelength as myself.  Training is given when needed by shadowing a more experienced team member. We provide First Aid Training with a medical professional. We also learn from each other as a team, as we all bring something different, within our qualifications and experience.

Can you provide an example of when your customer service team went above and beyond for a customer?

There are many examples, but one that sticks out is where we had a bedridden client who was not expected to survive his condition and we were making him as comfortable as possible. Hi son was due to be married but he was unable to attend due to his condition. We were invited to the wedding and via a mobile phone, filmed the wedding ceremony for him to watch at home live. We did not and would never charge for such a courtesy for our clients. It is precisely what we would have done for a family member in the same situation.

The following photos, are some examples of the wonderful feedback we have received. 

Find out more about the Purbeck Business Awards.