Why it’s on the list: People are all very quick to complain about poor service or a rotten product, but not so keen to compliment people or give praise where praise is due when things go well. I’d like to redress the balance a little.

How/when I’ll judge this task to be completed: When I have identified three people worthy of praise or thanks and have written/emailed them.

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Letter 1:

10.01.11: To the management and staff at the Portwell Angel

Just a quick note to thank you very much for letting me hold my 40th birthday party at the Portwell Angel on Saturday (8th January).

I have to admit I wasn’t 100% convinced that it would work as a party venue but we had the most amazing night! The Angel worked out perfectly – we had plenty of space and near exclusive use till midnight, the outside catering worked really well and having control of the music was the icing on the cake!

The staff were friendly, efficient and helpful and despite the large number of people and some very energetic children bouncing around, there was never a delay at the bar.

Several people who attended live locally yet haven’t even heard of the Portwell Angel – they were all very impressed and said that they will definitely become regular customers!

Thanks so much for letting me use the Angel – I’ll definitely recommend it as a party venue to my friends and family.

Finally, sorry for the mess of balloons we must have left behind!

With best wishes,

Alison

Letter 2:

10.01.11 – to Silver By Mail

Hi there,

Just a very quick note to thank you for the excellent customer service I have experienced on two occasions.

My mum bought me a pendant early in 2010 – it was a birthday present but because of the heavy snow she was unable to get it to me in time. The pendant was very similar to one I already had but because of the delay it was outside the 7 day returns period and she thought we wouldn’t be able to exchange it. However, you very kindly agreed to change it and I chose a beautiful bracelet instead. Good service experience #1!

Sadly the bracelet snapped about 9 months after I got it and I contacted you about a replacement. Because it was outside a 6 month period you were unable to replace it but offered to repair it at a minimal cost (£3). The bracelet was sent back to you, fixed and returned within a couple of weeks and at all times I was kept up to date with what was happening. Very impressive!

At a time when so many companies seem to provide very shoddy customer service, I have been hugely impressed by the service Silver By Mail has given me and I wouldn’t hesitate either to buy from you again or to recommend you to friends and family.

Thank you!

With kind regards,

Alison Neale