Companion looks for customer service lift from staff’s grandparents

(L-R) Harriet Cooper, Jean Birch, managing director Clare Brophy, Betty and Keith Brewster, Margaret Calderwood, Joely Carr and Peter Calderwood

Home adaptation supplier has hosted a ‘Bring Your Grandparents To Work Day’ in which grandparents of staff offered opinions and advice about the way the company handles communications ranging from telephone enquiries to websites and brochures.

The Leeds-based firm, which provides stairlift and accessible bathrooms, felt it would be useful to get the insight of potential customers into the way it runs its business and its marketing and communications activities.

Companion managing director Clare Brophy explained:  “Once we introduced the idea of a Bring Your Grandparents to Work Day our team really got behind it, inviting their relatives to spend some time with us. We had five grandparents join us for an afternoon, listening in to calls and then giving us their thoughts about our brochures and website. It was a fabulous day and lovely to meet our team’s extended family. Everyone thoroughly enjoyed it.”

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Companion arranged for the grandparents to listen to calls dealing with enquiries about stairlifts and accessible bathroom adaptations as well as those to the customer service team.

Jean Birch from Yeadon, whose granddaughter Harriet Cooper works in the easy bathing sales team, said she was very impressed with the way the callers she listened to were treated by Tim Wilkinson in the stairlift sales team.

“The information was spot on. Tim seemed to know exactly what information to offer and really delighted one of the callers when he volunteered to make them an appointment for the next day, she said.”

Keighley couple Peter and Margaret Calderwood’s granddaughter Joely Carr works in the new business development team.  They both felt the Companion associates they listened to were courteous and knew just when to bring calls to an end without appearing too pushy.

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