IT’S rare for any business to have a 100 per cent customer satisfaction. But that’s exactly what Aussie Maitland has achieved for the last 12 months.
Each quarter, Aussie conducts a satisfaction survey with all of its recent customers, asking a number of questions including whether they would refer someone to the business. For the last year Aussie Maitland has received a perfect 100 per cent rating.
For over six years Darren and Kim Monroe have been helping the people of Maitland achieve their dream of home ownership, and are also closely involved in the local community.
The pair have a simple philosophy when it comes to customer service.
“We always treat the customer how we would like to be treated. It’s their loan and not ours, so keeping them updated as we say we will is the most important so there is no hidden surprises for our customers,” Darren said.
She said they have a process which they follow with each customer to ensure the process is as painless and easy as possible.
“We simply, find out what they want, why they want it, then find the best solution,” Darren said.
“We then carry out all of the follow up for them and explain the process how it works and what to expect next.”
Kim added: “We follow up all our customers every 6 months via phone or email or SMS to ensure all is going smoothly with their loan and that they are still happy with their loan.”
One of the comments received from a recent customer in the survey says:
“(I) cannot believe the service & friendliness of Darren Monroe, after dealing with a broker previously we were a bit put off. Darren went above & beyond & restored our faith in brokers.”
While another says: I would like to Nominate Darren Monroe – Aussie Franchisee @ Maitland for his professionalism and his ability to satisfy a customer with a recommended product. I will save around $2000 /Year in interest, which is a lot of money. A very happy customer!”
With over 15 years combined experience in the financial industry, Darren and Kim lead a great team of brokers and support staff who ensure the customer’s experience is one they won’t forget. Within the team, Allan Fisher has 15 years experience in the banking and finance industry seven of them with Aussie. Darren has 5 ½ years in finance and Neil has around 12 years in financial planning prior to becoming Darren’s field assistant in October 2007.
One customer says in the satisfaction survey: “I have used Allan Fisher previously, and would not hesitate to do so again should the need arise. On the second of our recent loans we required very swift action in order to prevent ourselves from being gazumped. He rushed our application and all other associated processes, enabling us to gain unconditional approval and therefore exchange contracts within 2 weeks of our offer acceptance. This was highly appreciated by us.”
For more information, please contact:
Suite G1, 44 Bulwer Street
(Cnr Ken Tubman Drive) NSW 2320
Phone: (02) 4934.0555