How JAE Takes Care of Our Customers

We love getting feedback on how our technicians perform out on the job. It's incredibly important to us here at JAE that we take care of not only the issue or event, but also that we take care of the people involved. The following letter from one of our customers reminded us all of why we do what we do. Plus, it's a reminder that the work we do is not thankless - in fact, what we do means a great deal to our customers, and that makes it all worthwhile!

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JAE Testimonial Letter

I would like to extend my personal thanks & gratitude to three of your staff members for the excellent service provided at a time of immense stress.

To Ashley, Rocco & Logan

These three gentlemen are a credit to your business. Their collective kindness, helpfulness, professionalism & expertise were on display from the start through to the conclusion of the job.

They demonstrated compassion & understanding, I am presently both vision impaired & immune compromised. Ashley who was training Rocco (I think I have the names the right way around) & Logan were stand outs by the very nature of the way they interacted with me. They were mindful & caring of my special needs & the presence of my small dog, pointing out hazards & ensuring my safety.

Logan, who was on site on two separate occasions, even recalled our previous interactions which were 2/3 months apart, demonstrating what a great listener he is. Especially when one considers how many customers were being serviced at this time of high-volume work (AKL weather bomb in NOV 2022!)

Overall, the teams’ communication was excellent. Explaining things to me so I could understand. This was particularly helpful as I had not had a flood before. I was stressed, anxious & without family support (I’m a widow & have no children & my nearest relatives were some distance away, also my neighbour's were away). I felt emotional & alone. This is where Ashley (the one in charge on day one) was a standout. I was made to feel like a treasured aunt. I don’t know how he did it, it was just his respectful, magical way. Thanks to this caring approach, I immediately felt supported & valued & trust was established.

Indeed, on every occasion when your team were departing my home, I was saying to myself ‘what fine young men’ ‘what a great team’ ‘how awesome were they” and I don’t say this lightly.

In my previous life I worked as an onboard manager for 34 years with Air New Zealand International. It takes a lot to impress me. I was responsible for cabin crew performance & training for the last 17 years, also assisting with offshore training at our base in China. In 2019 I retired from my flying career. My experience in customer service has been long & rewarding with multiple airline awards during my tenure eg ‘The World's Best Airline’ one of many accolades received multiple times. I was also selected from 1600 cabin crew in 1995 to look after Her Late Majesty Queen Elisabeth II on her first inaugural flight on an international carrier, so I know & understand how to deliver great customer service & to also recognise the exceptional which comes by way of the understated, in other words, with ease & authenticity. Therefore, I feel suitably qualified to praise your team for their work ethic & performance as they demonstrated these impressive qualities throughout our interactions.

Your team, well, they were “simply the best.”

They are not only a credit to your business but also to their families and were a blessing to me in my time of need.

Can you please ensure they are informed of this meaningful feedback.

Thank you also to your reception staff for their wonderful manner & helpfulness, they were great.

I will only use JAE for all my future jobs & will be recommending you to my friends & family (I’m not on any social media so can’t comment that way).

Thank you again for everything & and once again my very special thanks to Ashley, Rocco & Logan for getting me through this ordeal.