Excellent customer service

JUST over two weeks ago, narrowboatworld took Canal & River Trust (CaRT) to task for removing a Q&A session with Chief Executive, Richard Parry from its Facebook site (CaRT removes more information), writes Allan Richards.

Although, the information was quickly reinstated, it did not solve Valerie Gorman's problem of an overhanging willow tree.

Waiting five years

In early January, Valerie had posted the following on the CaRT Facebook page:

‘I see the questions and answers have now disappeared from this site. I'm still waiting to have the tree overhanging my boat seen to. Last night's storm was a nightmare to live through. I expected the willow to crash down any minute. I've been waiting better than five years now to have a tree assessed as dangerous attended to. Guess Mr Parry's word is no better than any one else's'.

Reinstating the missing information simply confirmed that the issue had been raised in September 2014 and an assurance given by the chief executive that it would be dealt with.

Happy ending

Valerie's story does have a happy ending however. Shortly after the narrowboatworld article was published, she was contacted by CaRT Contract Works Supervisor, Martha Holdem, who arranged a site visit, following this up with emails confirming the situation and what action the Trust would be taking.

Valerie says she is very pleased with the professional way Martha Holdem handled the issue which was complicated by the tree not being on CaRT property.

An example of excellent customer service by someone willing to take ownership of a problem.