National Customer Service Week: Putting yourself in the customer's shoes
For Gas Heating Engineer Jag Thandi, great customer service always starts with a simple question: "Would I be happy if this was my home, or my family?"
It's an approach that has earned Jag a growing number of compliments from Housing Plus Group customers who regularly praise his professionalism, kindness and willingness to go the extra mile for them.
Whether he's carrying out a routine service, responding to a repair or helping a customer understand their heating system, Jag always makes sure he explains exactly what is happening to put customers at ease.
He said: "Our customers are inviting us into their homes, often when they're dealing with a problem or feeling worried about something not working as it should.
"I always try to treat people how I'd want my own family to be treated.
“If you keep asking yourself whether you'd be happy with the service you're providing in your own home, you can't go far wrong. That’s always the first piece of advice I give to any apprentice starting out because I know that it’s the standard we should all live and work by.
“Also, I do my job day-in, day-out but for customers – having something needing to be done at home isn’t an everyday occurrence and that’s why a friendly approach, where you talk them through what’s happening is so important. It provides them with that reassurance.”
Customers frequently praise Jag’s friendly manner, clear communication and the care he takes to ensure everything is working exactly as it should before he leaves.
For Jag, those compliments mean a lot.
"It's always nice to know someone has taken the time out of their day to say thank you. But honestly, I'm just doing my job. Also, I’m a people person and a real chatterbox – I always have been, so meeting customers is probably my favourite part of the job,” he said.
Jag also praised his colleagues and managers, saying their support and the positive team culture plays a big part in helping him perform at his best.
He added: "I'm really lucky to work in a team where customer service is genuinely valued. The support I get from my managers and colleagues makes a huge difference.
"They trust us to do the right thing for customers and they're always there if we need advice or support. When you feel valued and supported at work, it gives you the confidence to do your best and enjoy what you do.
"That positive culture filters through into the service customers receive. When people enjoy their jobs and feel backed by their managers, it shows in the way they treat customers.”
Tracey Taylor, Director of Customer Service at Housing Plus Group, said: “National Customer Service Week is a great opportunity to recognise colleagues like Jag who make a positive difference to our customers every day.
“The feedback Jag receives on a regular basis is a fantastic example of the difference he and colleagues make every day to our customers. It's not just about carrying out a repair or service, it's about treating every customer with kindness, respect and understanding.
"The compliments Jag receives reflect the values we want customers to experience whenever they interact with us. By taking the time to listen, communicate clearly and put himself in our customers' shoes, he's helping to build trust and create places people are proud to call home.
"We're incredibly proud of the care and professionalism he brings to his role, and it's wonderful to see his dedication recognised by customers.”
5th October 2026