Finalist Spotlight: Stewart Milne Homes – Customer Service

Stewart Milne Homes Silver Birches Alford

Pictured: Chris and Kirsty Rae outside their home at Stewart Milne Homes’ Silver Birches development in Alford.

Stewart Milne is once again being recognised for their outstanding customer service at this year’s Trades Awards.

Placing the customer at the centre of everything that they do, the company’s drive to improve customer service has led to innovations and ensuring that all departments within Stewart Milne Homes are thinking Customer First. Customer Services Manager (North), Fraser McGillivray explains:

“We ensure that we understand all our customers’ needs by viewing the purchase of their new home through their eyes so that we can gain a better perspective of how they are truly feeling. We fully engage with our customers throughout their journey to ensure that they are kept up to date fully. We make sure they know that should they ever need anything or have any questions then we are always available to support them.”

Working during a global pandemic has brought its challenges for companies all over the UK, and Stewart Milne have certainly felt the need to adapt their customer service to meet the current restrictions:

“The way we all work has had to change, we are now working from home. However, this has only helped us fast track our digitalisation plans to help further with how we serve our customer; we are still delivering that 5* customer service, only just from home. During the lockdown, we wanted to ensure our customers that we were still there for them and our communication involved calls, texts, e-mail and in some cases, Zoom calls. We are having to all adapt to a new norm, and at Stewart Milne Homes, we are thinking outside the box to ensure that we are meeting and exceeding our customers’ expectations.”

With an enduring commitment to giving their customers the very best service, Stewart Milne Homes are a worthy finalist in the Outstanding Customer Service category:

“Personally this is a huge achievement being named a finalist having been in the role of customer services manager for only two years however the nomination is the accumulation of everyone’s hard work at Stewart Milne Homes. Although I wear the hat of customer services manager and we have our customer services department, every department contributes towards the excellent customer service that we provide, from construction to commercial, at the very heart of it all is our customer. Being named a finalist is something in which every one of us is incredibly proud of.

“Winning the award would be worthy recognition of the drive, passion, innovation and dedication from all departments within the Stewart Milne Homes whose priority focus is always on the customer. Additionally to win the award during a global pandemic would only further emphasis the hard work and commitment that has come from everyone to help ensure that not only do we maintain our high standards of customer service but also strive to improve continuously.”

Will Stewart Milne Homes be our ‘Outstanding Customer Service’ winners? Find out at our virtual ceremony on 9 October 2020. Individual tickets are £25 + VAT, or you can buy a package of 10 for £250 + VAT – contact us for more information.

  • Stewart Milne Group
  • www.wmdonald.com
  • Barratt Homes
  • Cala Homes
  • Flexistore Aberdeen
  • Fyfe Glenrock
  • Glulam Solutions
  • James Gibb Residential Factors
  • Nicol of Skene
  • Safety Scotland
  • STV
  • Mearns and Gill