CUSTOMER SERVICE
Dye & Durham’s Commitment to Serving the BC Legal Community Well
O
ver the years, I’ve always welcomed opportunities to discuss and support my colleagues throughout the BC Notary Community on the everchanging landscape in which we work. And, as we now emerge from the COVID pandemic, I’ve been reflecting on why I embrace this role so enthusiastically, a role that is part business-advisor, part coach, and part sounding-board. It comes down to two of my key principles • providing exceptional service, and • strengthening communities. From the time I spent as a boy helping customers at my family’s office-supply store through to 6 years’ operating in the Royal Canadian Navy, my focus has always been on serving people well. That has allowed me to develop a genuine appreciation for people’s Volume 31, Number 1, Spring /Summer 2022
aspirations and a commitment to finding ways of helping them break down their barriers to success.
...exceptional customer service is the lifeblood of any company that truly wants to lead. That means we only succeed when the people we serve are truly successful. In fact, I’ve always chosen to work at organizations that are as passionate about helping people succeed as I am. For instance, at DoProcess, I led a team whose sole purpose was to help legal professionals streamline their practices so they could serve their clients better. That shared commitment was felt throughout the company and led DoProcess to earn a 97 per cent customer-satisfaction score while handling more than 65,000 customer requests per year. The Scrivener | www.bcnotaryassociation.ca
Andrew Putnam
When Dye & Durham acquired DoProcess in 2020, there were some who were unsure whether an international, public, growthfocused company would be as focused on serving customers as much as DoProcess. It turns out, however, that providing relevant, timely, and personal customer service permeates all of Dye & Durham. Constantly improving customer service and every customer’s experience is an essential part of the company’s balanced scorecard. That means everyone at Dye & Durham has some responsibility for ensuring customers are served well. There is recognition across all regions, departments, and groups that exceptional customer service is the lifeblood of any company that truly wants to lead. That means we only succeed when the people we serve are truly successful. Now, I lead a team of more than 60 talented Dye & Durham professionals responsible for aligning customer service, customer training, customer TABLE OF CONTENTS
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