David's Story - Service with Respect Campaign

3 minute read.

Carpenters Group are proud to support the the 'Service with Respect' campaign in association with The Institute of Customer Service. Read more about it here

David's Story

We've interviewed our front-line colleagues across our Insurance Services and Legal Services departments to hear their first-hand insight. 

David has been a Legal Advisor with Carpenters for just over 12 months:

“Like most people, I’ve found the last few months difficult at times. Initially the most challenging aspect of working from home in lockdown was the sense of isolation. More recently I have found that returning to the office two days a week has really helped me on a personal and professional level which has been great. I have always enjoyed the office camaraderie at Carpenters and the working environment.

When we first went into lockdown, there was a lot of understanding and patience from the majority of our client base, but as the months of uncertainty have gone on, the level of expectation has increased dramatically that things can begin to make rapid progress again. This is perfectly understandable of course and I think we all experienced that during the summer, although the recent news will have dampened all our hopes about an early return to normality.

I have had many positive dealings with clients, but the one that springs to mind is about a client who was always polite and courteous. However, he was becoming a little impatient in terms of receiving his settlement, through no fault of our own. Once the funds were received, I emailed him to confirm that I would be processing the payment that day. To be honest, I did not ask for a review on this occasion as I was not certain what he would say if he left one. To my pleasant surprise though, the client actually emailed me to ask if I wanted him to leave feedback as he was very impressed with the way the case was handled. It is often the surprising outcomes that are the most rewarding professionally.”