We promise not to make you a promise unless we can keep it
Not plan to keep it – we will keep it
If we say it will be done, it will be done. Reliability is one of the keys to our success and is essential for any good relationship to last. We think before we promise because we know that few things can annoy a client more than a broken promise.
We promise to answer the phone when you call
High on the list of annoying client services is offshore operatives and/or long periods on hold
When you call our business during office hours someone picks up the phone immediately and puts you through to a dream team member who can help you promptly and efficiently. If this is not possible, they will give you a time when someone will be able to call you back with an answer, an update, or a timescale. We then make sure that it happens.
We promise to listen
Is there anything more annoying
than telling someone what you want or what your problem is and then discovering that they haven’t been paying attention? We take great care to find out what you want – not what we think you want.
We promise to help – even if there is no immediate profit
We have many clients whom we have helped in many ways in the past for free
just because we think it’s a nice thing to do.
In so many of those cases, when the person we helped needs advice or they want to purchase a financial services product, they come back to Aquarius. We understand that different people need different levels of service at different times and that you will tell others about your experience.
We promise to train our staff to consider you first, to be helpful, courteous, and knowledgeable
We hire staff who are pleasant and considerate throughout the interview process. Once hired
we talk to them about good and bad customer service to explain how important it is to nurture positive staff/customer interactions. All our staff are trained, checked and tested regularly for competence. We make sure that they have enough information and are empowered to make customer-pleasing decisions for you.
We promise to throw in something extra
Whether it’s a free add-on, a discount, additional information, or a simple genuine smile
we love to give you more than you thought you were going to get. We don’t know what it might be right now, and it doesn’t have to be big or audacious to be effective. A small gesture can make a big difference.
We promise to go the extra mile
We are great at answering your questions and fulfilling your needs. Better still
we wait to see if you have further questions or needs, Whatever the extra step may be, we want to provide you with exceptional customer service, so we take it.
We know that you notice when we make an extra effort and you will tell other people.
We promise to deal with complaints honestly, promptly, and to your satisfaction
No one likes hearing complaints, but
many companies have developed a “You can’t please all the people all the time” attitude. We have all had experience of other organizations who are happy to leave you hanging, push the blame from department to department, lack authority and make sure you speak to a different person every time you call.
In the very unlikely event that you wish to complain, we promise to give your complaint the priority and attention it needs, we CAN and we DO please most of our clients most of the time. Treating you fairly is just part of what we do best.