Robert Dines, Operations Manager at Ocean Air Custom Airconditioning Solutions, was presented with the 2015 Best Individual Customer Service Award at the recent Mid West Chamber of Commerce and Industry Small Business Excellence Awards ceremony held at Batavia Hall.

Delighted at winning the award, Robert shared his initial reaction shortly after the event.

“I was really quite surprised as there was an impressive field of nominees for this award and I regard being named the winner as a great achievement,” he said.

“The CCI has a strong membership within Geraldton and the highly competitive field of finalists added to the credibility and the prestige of the award,” Robert added.

Steeped in the tradition of a family business that was established in 1991, Robert has used this context to frame his approach to customer service and expressed his views on its significance.

“For a small family owned business customer service is our business.  We rely almost entirely on positive referrals and repeat customers for our existence and, as such, customer satisfaction is critically important to our current and future success,” he said.

“This core value is shared with all of our team members and, by working with them when they join the company and through their training, they all understand our expectations for work standards and customer communications,” Robert added.

As a qualified electrician with a Bachelor of Economics degree and a Diploma in Management, Robert has the technical skills and knowledge to give him both an operational and strategic perspective of the business.

Using his outstanding customer service and relationship management capability, Robert is aiming to continue to add value to the business and grow the customer base.