At MJ Quinn, delivering exceptional service is at the heart of everything undertaken in partnership with Openreach. This week, the organisation proudly marks Customer Experience Week—a dedicated opportunity to recognise the behaviours, values and standards that shape every customer interaction across the business.
Guided by the G.R.E.A.T framework, each day of the week highlights a different aspect of what outstanding customer experience looks like in practice:
Genuine Care & Conduct | Respect for People & Property | Excellence | Appearance & Attitude | Trust
Across the week, real examples, customer feedback, and on-the-ground behaviours are being brought to life—demonstrating how small, consistent actions create meaningful, lasting impressions.
The week began by spotlighting Genuine Care & Conduct, a fundamental principle that underpins every positive interaction.
This focus emphasised the importance of professional behaviour, visibility in the field, and awareness of surroundings. More importantly, it highlighted how genuine care goes beyond completing a task—it is about ensuring customers feel respected, reassured and valued at every stage.
By consistently demonstrating professionalism and attention to detail, MJ Quinn teams continue to build trust and reflect the high standards expected across every interaction.
Day two turned attention to Respect for People & Property, reinforcing that great service extends beyond communication alone.
Respect is demonstrated through how teams care for customers’ homes, neighbourhoods, and surroundings while delivering work. From drilling responsibly and maintaining clean work areas, to considerate parking and clear communication, these everyday actions have a significant impact on the overall customer experience.
It is often the smallest details that leave the biggest impression—showing customers that their environment is valued and treated with care at all times.
As the week reached its halfway point, the focus shifted to Excellence, with particular emphasis on Communication and Handover.
This theme highlighted how critical clear, consistent communication is for engineers working in the field. Strong collaboration, active listening, and clarity not only ensure work is delivered effectively, but also enhance customer confidence throughout the process.
Examples shared throughout the day demonstrated how seamless handovers and proactive communication contribute to a smooth, professional customer journey—reinforcing MJ Quinn’s commitment to Operational Excellence.
Day four placed a spotlight on Appearance & Attitude, recognising the powerful role first impressions play in shaping customer experiences.
From the moment MJ Quinn teams arrive on site, presentation and attitude set the tone for the entire interaction—often before a single word is spoken. A professional appearance, combined with a positive, respectful approach, helps establish immediate trust and reassurance.
These small but significant behaviours, delivered consistently, are what create memorable experiences and build strong customer relationships over time.
The final day of Customer Experience Week focused on Trust, explored through the lens of Responsibility & Representation.
Trust is built through everyday actions—taking ownership, communicating clearly, and consistently delivering on commitments. It is not defined by large gestures, but by dependable, thoughtful service delivered time and time again.
By showcasing real examples of excellence in action, MJ Quinn has highlighted how its people represent the business with pride, demonstrating accountability and integrity in everything they do.
Throughout the week, Customer Experience Week has also served as an opportunity to recognise individuals and teams who go above and beyond.
Across the organisation, there are countless examples of colleagues demonstrating what “great” looks like—whether through exceptional care, professionalism under pressure, or commitment to high standards in every task.
The themes of Customer Experience Week reflect MJ Quinn’s core values:
Each customer interaction is an opportunity to bring these values to life.
Customer Experience Week has been a celebration of the people, behaviours and standards that make MJ Quinn stand out.
From genuine care and respect, to excellence, professionalism and trust, the week has reinforced what great customer service truly looks like across the business.
That’s a wrap on Customer Experience Week, in partnership with Openreach—celebrating great people, great service, and the standards MJ Quinn is proud to uphold every day.
