Customer Conduct Policy
At Justin Bucknell Electrical, we are committed to delivering exceptional service, expert workmanship, and a professional experience for every customer. Our team is expected to treat customers with courtesy, respect, patience and professionalism at all times. The JBE Gold Standard recognises that these values must work both ways. We welcome questions, feedback, concerns and constructive discussion. Questions and concerns are always welcome; disrespect, intimidation, or behaviour that prevents constructive two-way communication is not. However, we have a zero-tolerance approach to behaviour that undermines, intimidates, harasses or disrespects our team.
The following behaviours fall below the JBE Gold Standard:
- Abusive, offensive or insulting language.
- Aggressive, hostile or intimidating behaviour.
- Shouting at members of our team.
- Repeated interruptions or refusing to allow staff to respond to questions or concerns.
- Personal attacks directed at members of our team.
- Dismissive or disrespectful behaviour towards our team’s professional expertise, qualifications or judgement.
- Excessive or unreasonable demands outside the agreed scope of works.
- Repeated contact that places undue pressure on staff.
- Harassment by telephone, email, social media or in person.
- Conduct that causes distress, anxiety, discomfort or a deterioration in staff wellbeing.
- Behaviour that creates an unreasonable or hostile working environment for our office team or engineers.
Our team members are authorised to:
- End a call if communication becomes inappropriate.
- Request that communication is moved to email.
- Escalate concerns to management.
- Pause communication until discussions can continue respectfully.
- Require all future communication to be directed through a nominated manager.
- Refuse further engagement where behaviour repeatedly falls below the JBE Gold Standard.
We are proud of our team and believe that every member of staff deserves to work in an environment free from intimidation, hostility and unnecessary stress. We measure success not only by customer satisfaction, but also by the wellbeing, confidence and professional dignity of our team. We will always listen, explain, investigate and respond professionally. However, we will not accept behaviour that leaves our staff feeling intimidated, distressed, anxious or unable to perform their roles effectively.By choosing Justin Bucknell Electrical, you can expect us to uphold the highest standards of professionalism. We ask that all customers do the same. That is the JBE Gold Standard.
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