Great customer service is of the utmost importance when it comes to running and growing your business. It is also a mark of respect to treat your customers fairly and deal appropriately with complaints. In a competitive environment, good customer service will give your business an advantage – we live in an age where people communicate widely and publicly with others, and businesses receiving comments of good or poor service on social media and review websites like Trustpilot, can make a huge difference to their sales and bottom line.
We spoke to some of our accredited organisations to explore their proactive efforts in meeting the customer commitment component and how they fulfil client needs.
A Local Printer is an online and direct print business which is focussed on delivering affordable eco-friendly printing to all.
A Local Printer has hundreds of five-star reviews, can you share how collecting reviews has helped to ensure your continuous commitment to customers?
“All customer feedback is invaluable to our business. Whether it is a one star or five star review, it provides us with a snapshot of how our business is evaluated by our customers, and more importantly, identifies areas where we need to improve.”
“As a small business we strive to offer customer service that sets us apart from our competitors; collecting reviews gives us the insight we need to understand what our customers expect from us in terms of value, service, products and communication, which we can then turn into actions. Every customer review is an opportunity for us to engage directly and personally with the customer, thanking them for their business and loyalty.”
Miranda Barnett, Director
A Local Printer’s commitment to customers has a prominent place on your website, can you share some examples of how your customer-focused ethos has impacted the business?
“Our customer focussed ethos has a very positive impact on our business and is one that we are very proud of, both in terms of how it makes us feel personally and how it helps our business. Sharing our reviews each month on the company noticeboard creates a positive work environment and great team spirit, with our employees taking pride in their work and a commitment to providing a quality product and service.”
“We are a ‘people powered’ business and we like to engage with our customers personally. Customer feedback often name checks an employee for help or assistance and this in turn builds relationships and loyalty to the business. Customer recommendations and customer loyalty are a direct result of how we respond to and communicate with our customers. Whether it is directly or indirectly, we always try to leave our customers with a ‘feel good’ experience of A Local Printer.”
Miranda Barnett, Director
My Life My Choice (MLMC) is a multi-award winning charity run for and by adults with learning disabilities in Oxfordshire.
My Life Choice is 100% user-led, which means your Trustee board is made up entirely of people with learning disabilities. How has this enriched your customer service and support?
“We champion empowerment, participation, and offer volunteering, training, and paid work opportunities to combat isolation and enrich lives. We prioritise the lived experiences of our members, integrating these perspectives into our organisational structure and projects. In 2023/24, we compensated over £30,000 to 42 members for their invaluable contributions, positioning them as media spokespersons, representatives in political engagements, and award recipients. This ensures that those with learning disabilities are not just participants but leaders in our initiatives. Our staff supports these efforts discreetly, creating a leadership environment that truly reflects our members’ voices and needs.”
“MLMC actively combats discrimination by promoting an inclusive culture and engaging with public sectors to enhance service accessibility and inclusion. This strategy empowers our members, directly contributing to a richer community impact. Our dedication to inclusion was recognised when we received the top prize in the Disability category at the 2023 Charity Awards, a testament to our board’s unique composition and our members’ impactful leadership.”
Bryan Michell, Charity Coordinator
My Life Choice works with people with learning disabilities, so customer review pages and surveys are not always appropriate. How do you ensure that everyone knows your commitment to them and how they can make suggestions?
“MLMC is made up of a small, dynamic team that continuously evaluates performance with a keen focus on improvement, discussed within an informal and flexible culture. At the heart of our approach are structured projects with systems in place to monitor the progress of individual members and the overall project effectiveness. Operationally, the MLMC management team leads staff meetings and performance reviews, while strategically, we hold full trustee quarterly board meetings and dedicate days for strategic planning with both trustees and staff. Crucially, our members are integrally involved in every aspect of these processes.”
“Our members’ engagement with MLMC is tailored to their individual preferences and needs. Out of our 790 members, the majority choose to remain with us for life. Engagement varies widely: some members are daily participants (e.g., trustees), others contribute monthly (e.g., at self-advocacy groups), some join for specific one-off interventions (e.g., learning to travel independently), and others engage by receiving our newsletters and updates. We assess our success through a combination of observational, interview and written feedback, with evaluations conducted through regular discussions with our membership. We also gather quantitative data (e.g., total payments to members, attendance at activities, social media followers), and use case studies, blogs, film, and photographs to ensure we are making a measurable difference. Members are not only compensated for working on projects but also volunteer for our focus/steering groups and provide daily feedback to our staff. Our trustees with learning disabilities actively engage with their peers, ensuring that the decisions they make truly reflect the community’s needs and aspirations.”
Bryan Michell, Charity Coordinator
Feeling inspired?
We are incredibly proud of the work our accredited organisations do within the customer commitment component, having truly embedded and championed the GBC framework. These examples from accredited organisations teaches a vital lesson for all organisations: in a world where transparency and accountability is more important than ever, the ability to effectively engage with and respond to customer and feedback is not just an added benefit—it is a fundamental component of sustainable growth and operational excellence.
If you are feeling inspired by these organisations, visit our other component pages to see how organisations are embedding the other nine components and see how you can make similar actions!
