Gerry Lightfoot and Gareth Norval from Pickfords Removals Milton Keynes win customer service award!

Pickfords celebrates excellent customer service by recognizing and rewarding its removals teams and move co-ordinators in the monthly Pickfords ‘Moving with Quality’ awards. 

Milton Keynes removal men Gerry Lightfoot and Gareth Norval took the move team standard ‘being flexible’ to the very limit when they undertook a backload from Tyneside in October  The customer was an 87 year old lady who was moving down to Gloucestershire to live near her daughter. 

Everything didn’t go to plan, and there were problems with the house sale at the property she was moving into. Alarm bells started ringing at 3pm when the crew and the customer were waiting at the delivery address with no keys.   

The news arrived that there was a problem with the paperwork at the solicitors.  Back at Milton Keynes branch, the operational team anticipated the worst and began to create a contingency plan by arranging for the goods to come into store.  

Meanwhile Gerry and Gareth were comforting the customer, who was very stressed by the events as they were unfolding. 

They stressed to their operator that they did not want to leave her as she was getting very upset. At about 5.30pm the final papers were signed with the solicitors so the customer could collect the keys. 

The move therefore took much later than anticipated and despite an 86 mile journey back to base later that evening,  they both had no qualms about staying and delivering the items to ensure that customer was settled that night.

The comments from the customer were: “Your removals crew were magnificent in the face of stress and solicitor induced near disaster.  Without their co-operation and good humour this would have been a disaster. Three cheers and well done!”

 Congratulates to Gerry Lightfoot and Gareth Norval who demonstrated that they are great examples of Moving with Quality standards

Pickfords Removal Man Stephen Millar wins award

Pickfords recognises excellent customer service each month by awarding a ‘Moving with Quality’ award to one customer champion.  The award recognises excellent service to a removal man (or woman) who goes the extra mile for his (or her) customers.  In August, Stephen Millar at Pickfords Glasgow branch was recognised for averting a serious road accident when he recently moved a family to Carstairs.   

Stephen’s customer had parked at the house with his two children still inside the car.  The customer jumped out of the car and went into the house to get something,  leaving his children still in their seatbelts.  Stephen was outside the house and realised that the customer’s car was moving on a slight gradient with the children still inside it.   He quickly ran over to the car and opened the door, but was unable to locate the hand brake because it was a switch on the dashboard. Unperturbed, he then decided to try and stop the car by brute force using his feet and hands.  Single handedly, in addition to stopping the car, Stephen managed to steer the car away from another vehicle in the drive (by turning the steering wheel from the outside of the car) and  prevented what could have been a very serious accident.

This definitely was not usual practice in the day of a life of a removal man and highlight’s Stephen’s quick thinking.  Congratulations to Stephen,  he is a credit to Pickfords.