The ripple effects of excellent service
“Touchpoints” — such as entranceways, acknowledgements, communication, and the overall atmosphere of a space — can make or break an experience. Claire Boscq believes that customer-facing spaces should function as gateways of assistance rather than obstacles to connection. An inviting entrance is, after all, the first step toward building a positive interaction. This can pose unique challenges for Jersey’s parish halls, often housed in historic buildings. Further, unless the manifest need for refurbishment is considered a priority by rates payers, Connétables may find funding improvements an uphill battle. Nevertheless, while the location of entrances may not always be intuitive and waiting areas may be cramped, clear and welcoming signage and a prompt, friendly greeting can go a long way towards mitigating such issues.
The ripple effects of excellent service extend far beyond individual satisfaction. Efficiently addressing the needs of islanders and tourists alike reduces frustration, saves time, and enhances the overall quality of life. Doing so reinforces the broader vision of making Jersey an even more supportive and welcoming place to live. But at its core, good customer service isn’t merely transactional. It’s about fostering positive experiences that reflect the values of care, respect, and collaboration — values integral to island life. Serving with a smile, as clichéd as it sounds, genuinely helps build a brighter future for all.
The transformation of the offices at Andium Homes
This philosophy has already borne fruit in Jersey, notably through the transformation of the offices at Andium Homes. Once a traditional office with plexiglass barriers separating staff and clients, Andium’s reception area has undergone a remarkable evolution. CEO Ian Gallichan explained the driving force behind this change: “As we emerged from the two-year Covid-19 pandemic, modernising our spaces to encourage colleagues back into the office and providing clients with an open and welcoming reception with more attentive and personal services was vital to support our future growth and success.”
The new Client Hub, which opened in February 2023, reflects this ethos. Gone are the plexiglass barriers that created a sense of division. Instead, clients now have access to the entire ground floor of the office, designed to be warm, accessible, and user-friendly. Ian Gallichan noted, “Whilst continuing to promote our online services, we recognised that for a significant percentage of our clients, a face-to-face service was a continuing need. Providing a modern, welcoming reception and waiting area was important, as was an evolution in the way we delivered our services from the office.”
The transformation hasn’t just been physical; it’s changed how Andium engages with its clients. Data collected from visitor interactions and digital service use has allowed the organisation to shape its services and track their impact. Ian Gallichan shared encouraging results: “We are delighted at not only the increase in clients using our online services through the kiosks and tablets we provide in the new reception but also the increase in face-to-face interactions since opening in February [2023].”
This shift has also helped Andium address one of the lingering challenges of the pandemic: social isolation. For many clients, particularly those living alone or in upper-level apartments, daily opportunities for human interaction are scarce. The redesigned space and its improved services encourage those who can use digital options while enabling staff to dedicate more time to clients who require face-to-face engagement. Importantly, Andium has integrated its services with other organisations, such as hosting monthly Rent Clinics in partnership with Income Support to support clients facing financial difficulties.
Such initiatives underscore the broader significance of customer service. It’s not just about resolving issues but about building relationships and addressing underlying needs. Whether tackling financial challenges or easing the burden of isolation, Andium’s approach demonstrates the profound impact of thoughtful service design.