FINNING UK & Ireland has honoured employees at the firm’s first ever Customer Experience Awards.
The awards received over 400 nominations across four categories: sustainable change, innovation, personal commitment, and collaboration. An overall winner was selected from the four category winners.
Finning explained that the Customer Experience Awards were introduced to recognise employees who have gone above and beyond to provide the best service and support for customers. Nominations were put forward from colleagues across the business and were open to everyone.
The nominations were reviewed, with a shortlist and overall winners selected by the Finning executive committee that included MD Tim Ferwerda.
Project engineer William McGrath won in the sustainable change category for his work to build and maintain relationships with customers and consistently exceed expectations. Finning said he is regularly recognised for his positive attitude.
Hydraulics product manager Nick Mercer triumphed in the innovation category. Finning revealed he constantly supports those around him, providing assistance and offering his expertise with data insight and analytics. Despite specialising in hydraulics and rebuild activity, Nick always engages his skill set in different areas to support others.
Scott Girvan, field service team leader, was successful in the personal commitment category for his support and mentorship of colleagues. Finning said he has great working relationships with customers who often request him specifically to attend the site due to his experience and ability to tailor products and services to meet the specific needs of each customer. Scott also recently worked with a local college to support the next generation of engineers.
Kelly Dicken, customer service controller, won the collaboration category and also secured the overall winner title. Finning explained that Kelly’s skill in engaging with customers is ‘second to none’, consistently delivering and promoting the company’s values.
Kelly said, “I’m thrilled and honoured to have been nominated for this award. Customers are the most important part of my job and are essential to the business. I always work to the best of my ability to support them. My priority is to make it as easy as possible for our customers to do business with us by keeping them informed and ensuring that all work is planned efficiently to provide the best possible experience for them.”
Rachel Hughes, customer experience manager at Finning, added, “It was great to be able to celebrate our employees who constantly go above and beyond. Kelly’s repeated recognition through our customer survey and her focus on setting and managing expectations while working to achieve active collaboration between our customers and her colleagues, made her stand out from other nominees.”
MD Tim Ferwerda commented, “Our first annual Customer Experience Award winners have set the bar extremely high. I’m proud of our nominees’ focus on customer centricity, how their behaviour inspires their colleagues, and the difference this is making. Putting our customers at the heart of all we do continues to be a top priority for Finning and I’m looking forward to celebrating those who have consistently gone above and beyond to make a difference to our customers and those around them throughout 2023.”
