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Customer review of Bronagh at our Glengormley office

Monday, 7 September, 2015

The Management Team
The Mortgage Shop
21 Carnmoney Road
Glengormley
BT36 6HL

19thth August 2015

To whom it may concern,

You do not know me, nor have you ever spoken with me, but I took the liberty of contacting your offices, specifically with the intention of either speaking to you directly, or as is the case, getting your email address so I could send you an email.

You will be delighted to know that this letter is to highlight to you the Exemplary work and Customer Service afforded to me over the last few months of buying a property. Whilst I want to extend my gratitude to the full Glengormley team, I feel obligated to pinpoint one person who deserves individual recognition (Ms Bronagh Walsh).

Having worked in the customer Service industry myself at a senior European manager level, I am astutely aware of the level of commitment it takes to both meet a customer’s expectations, let alone exceed them. I am happy to say that in this particular case Bronagh was exceptional (a phrase I very rarely use for anyone within my own industry - let alone another one). Staff like this need to be recognised as the future managers of our businesses, and I would hope that bigger and better things lie ahead of her in her career with yourselves.

Ironically even with the timeframe taken to complete the sale ( a very long drawn-out issue ridden 5 ½ months), and with all the frustrating issues we encountered with the Mortgage provider themselves, this is not a letter of complaint, but rather a letter of praise for the way the last 6 months has been handled. Had we been using another service provider, or another mortgage adviser instead of Bronagh, this letter may have been sent with very different intentions/implications.

It is my own experience that excellent staff can only be maintained when you have a management team nurturing them. In effect I am also congratulating you on your leadership. Whilst I appreciate it is teamwork that ultimately achieves the results, a good Captain(s) is required to ‘steer the ship’ from the front and lead by example. Your Glengormley branch needs to be highlighted as the ‘showcase branch’ in its field. Please ensure that this email (and its content) reaches those making the decisions from a senior regional level in your organisation.

The best marketing or advertising you can ever hope to receive is through “word of mouth”. Hopefully with me as a positive spokesperson and advocate for your services – more business will ultimately follow. I have already recommended you to several of my colleagues and friends, currently contemplating buying houses, and thus, looking to take out a mortgage.

Apologies if the email appears longwinded but I wanted to emphasize that as a busy man (like yourself) my time is precious, and the fact that I felt driven to take time out of my own schedule to penn this email – proves I felt strongly on the topic.

Great work (and it’s been a pleasure doing business with yourselves)


Mr M

Important Information

Important Information

Your home may be repossessed if you do not keep up repayments on your mortgage.

Typically we do not charge a fee for mortgage advice, however if we do, depending on your circumstances, it will be a maximum of £250.

As with all insurance policies, conditions and exclusions will apply.

Disclosure

The Mortgage Shop (N.I) Ltd is an Appointed Representative of Stonebridge Mortgage Solutions Ltd, which is authorised and regulated by the Financial Conduct Authority Registered Office: The Mortgage Shop (N.I) Ltd, 132 Great Victoria Street, Belfast. BT2 7BG. Registered Company Number: NI26842. Registered in Northern Ireland.