Quality service and customer care are at the forefront of everything we do at Ellefson Transportation Group. Our organization has built a reputation for providing an exceptional service experience that puts the needs of our customers first. In any organization, that starts with building the right team.
We’re lucky to have a team full of qualified professionals who are dedicated to our mission and serving our customers each and every day and we are honored to share that our Move Coordinator, Wendy Talton, was recently recognized by UniGroup and United Van Lines with the “Heart of Quality, Honorable Mention.”
“The ETG family of businesses is so proud of Wendy Talton and her most recent achievement and recognition, Honorable Mention for the 2019 Heart of Quality Award. Wendy’s positive attitude and her daily commitment to serve our relocating clients with the highest integrity is what separates her from the competition. Thank you Wendy for all that you do each and every day to ensure the trust of our customers,” said Jim Thorpe, VP of Business Development for Ellefson Transportation Group.
What is the Heart of Quality Award?
The Heart of Quality award is an annual recognition, created by UniGroup, to recognize excellence among move coordinators across their agency network. If you have ever relocated with a United Van Lines or Mayflower agent, you know that the move coordinator serves a vital role as the key point of contact between the customer and the service providers and they work alongside our customers every step of the way.
How are Scores calculated?
The award recipients are selected based on the quality scores they receive over the course of the year, in association with relocations they assisted with. Metrics include overall customer satisfaction scores on items such as:
- Rating of Move Coordination
- Keeping Customers informed throughout the process
- Availability to customers throughout the process
- Coordinating the Details of your move
There are over 2,000 coordinators in the Unigroup system and The Heart of Quality and Heart of Quality Honorable Mention award recipients typically make up the top 1% of coordinators.
This is Wendy’s third time receiving this honor, throughout her time in the United Van Lines system and she has over 37 years of experience working in the moving industry and 34 of those have been spent with United Van Lines.
With that experience comes valuable knowledge which she is able to pass along to our customers every day. True to her “heart of quality,” Wendy says the best thing you can do as a move coordinator is listen to the customers and help educate on the process, and we think she does a great job at both of those things!