National Customer Service Week (NCSW) is here, running from 6 to 10 October, and we couldn’t be more excited to celebrate and reflect on the incredible work our DayMakers do every single day.
NCSW is a week-long opportunity for organisations to recognise and reflect on achievements, with a theme on each day of the week from recognising evolving customer needs to innovation and recognition.
While technology continues to reshape the way we interact, one truth stands firm: great customer service is about people. It’s the warm welcome at reception, the thoughtful gesture no one expects, and the extra effort that makes someone’s day brighter. That’s why, this National Customer Service Week, we’re celebrating our DayMakers – the people who bring this to life every day.
What customer service means to our DayMakers
If there’s one thing our DayMakers agree on, it’s this: great service is all about caring. Whether it’s taking the time to listen, solve a problem, or go the extra mile – even in the smallest of ways.
“It’s about creating a moment that leaves a lasting positive impression.” – Fara Painter, Operations Support at On Verve
“Sometimes problems can’t be fixed straight away but showing that you’re willing to help can be just as positive.” – Hollie Hawkins, DayMaker
Lauren Suddards, one of our DayMakers who was crowned Receptionist of the Year at the Corporate Receptionist of the Year (CROTY) Awards 2025, says “Tailoring your service based on who you’re serving and always giving that personal touch to make sure everyone feels valued and appreciated.”
Samantha Challenger, Facilities Manager at Lauren’s office said of Lauren “it’s the way she genuinely cares about people and goes the extra mile without even thinking twice”.
Carl Helmke, our Guest Experience Manager said it’s “going beyond someone’s expectations,” and that this “can bring you a sense of fulfilment in yourself as well”. Harry Wolfe, DayMaker agreed and added it’s “about making the customer feel cared about”.
What we can learn from our DayMakers
Here are a few simple, yet powerful ways that our DayMakers bring customer service to life every day:
Anticipate someone’s needs before they are voiced
Great service often means spotting a challenge before it becomes a problem. For example, if a meeting is booked for 18 people in a room that only fits 10, our DayMaker would step in, suggest a better space and rebook it seamlessly. That kind of foresight not only prevents frustration but also shows people they’re truly cared for.
Add personal touches that build community
Sometimes it’s the little things that transform the workplace into somewhere people love to be. Whether it’s wellbeing updates, setting up a playlist for the office, or leaving snacks in the break room, these gestures foster connection. At our head office in Luton, Selesha has become an expert at this. From organising coffee treats for International Coffee Day to running a bake sale to raise money for charity, she creates belonging and a purpose for everyone to come into the office.
Going the extra mile with human touches
Small, consistent gestures often have the biggest impact. Remembering someone’s name, their coffee order, or simply greeting them with genuine warmth. Lauren Suddard is no stranger to providing an exceptional guest experience to guests. Having been named Receptionist of the Year at the Corporate Receptionist of the Year (CROTY) Awards 2025, she was recognised for her ability to elevate everyday interactions into moments that make people feel seen, valued and welcomed.
Customer service stories
Everybody has a time when someone else has brightened their day or gone that extra mile to help them out in a tricky situation. Here are some real-life examples and stories from when our DayMakers went above and beyond for others.
Michael once delivered a stadium tour and recognised that many of the attendees were Greek. Luckily for them, Michael also speaks Greek and decided to present the tour in both English and Greek, so every guest, no matter their language, could enjoy the full experience.
“When the lady and her family arrived, the joy on her face upon seeing the specially prepared table was truly priceless.” The daughter, who organised the event, was immensely grateful for Edyta and the team’s efforts which made the day memorable. “This experience highlighted the power of thoughtful gestures and personalised service in creating lasting memories.”
Neve-Marie Mullarkey didn’t just point out a guest’s flat tyre – she grabbed her own pump and helped a customer get back on the road.
Sometimes the lasting impressions are just the small gestures that bring a smile to those we’re interacting with. And sometimes, those gestures could mean the world to the person we’re helping.
The future of customer service
There’s no denying that customer service is evolving. With the rise in AI, chatbots and automation, getting help from a real person seems rarer and farther between. Our DayMakers know where the balance lies.
“AI can support service delivery, but it can’t replicate the warmth, empathy, and intuition that come from real people.” – Neve-Marie Mullarkey, Daymaker
“Customers will expect speed and efficiency from technology, but they’ll treasure the moments of empathy, kindness, and personal touch that only people can provide.” – Fara Painter
Carl Helmke added, “automating parts of my day means I have a chance to do what I do best, build strong connections with people and create memories for them.”
The future of customer service will be a blend of smart tools for efficiency, but the beauty of connection will still lie with the people.
Our “why?”
These stories and perspectives are proof that the heart of customer service will always be human. Technology can be a tool or help us be more efficient – but only people can truly bring empathy, warmth and care.
Our DayMakers are the people who bring that human touch across our client sites and the communities we work in. That’s why we’re proud to shine a spotlight on them this National Customer Service Week. They are the ones who transform ordinary interactions into memorable moments that matter. And for us, that’s what customer service is all about.
