Archive for August, 2010

Shoes and the City

Ever buy shoes online?

Watch this video and you just might!

Have a listen to the CEO of Zappos, an online shoe retailer, talking about their remarkable culture and customer service ethic.

I wonder whether you think Smartsalary should take a page or two out of their book? Zappos is the envy of many and they’ve certainly tickled my fancy, so I’d love to hear your thoughts.

The late management guru Peter Drucker famously said, “Culture eats Strategy for Breakfast.” I wonder whether the short video on Zappos’ remarkable culture has got you thinking about buying your next pair of shoes online?

Thanks for the feedback

Every month we include the best customer compliments in our monthly staff newsletter.

The compliments this month were quite remarkable – probably the best ever. So I thought, why not share them here?

Thanks everyone for being so generous with your feedback – I know it means a lot to our hard working staff.


Dear Solei and Andrew,

I collected my car yesterday and am writing to thank you both for your excellent client service throughout this process.

Some years ago I explored novation options with a previous provider and the process was so complex and the support so minimal that I abandoned it and continued my lease plan arrangements.

My experience this time was totally different – your responses were prompt, the information was clear and the process quite streamlined. Your willingness to expedite the final documentation this week (resulting from my error) was so appreciated.

Please pass this note of appreciation to your senior management. I am giving similar feedback to my colleagues in DEEWR with responsibility for SmartSalary.

Best wishes

For Chris,

Once again, MY APOLOGIES!!!!! for getting aggressive towards you, no animosity towards meant to you, just the frustrations coming all at once, no excuses.

You handled the situation very well and stayed calm and composed and resolved the problem in a professional manner, well done mate. I wish you an excellent future in your current career, the call centre have picked a excellent worker in yourself, keep it up, you’re a credit to the company, especially dealing with irate d***heads like myself.

Much appreciated for your assistance,
J. Pilitati


I am really impressed with the immediate emails that come back confirming any contact with SmartSalary. I work in a call centre environment and would love to know how you manage this high level of communication from within your systems.

If someone is able to contact me to discuss it would be much appreciated.

Pauline, Communications Health Corporate Network


Hi Scott,

Thanks for your email. I believe my mum has contacted you and sorted out adjustments etc.

Thank you so much for your help, you have been the single most helpful person that I have spoken to during this process. I’m glad I’ve finally heard back from you. I have been waiting for weeks for a bill regarding my excess etc

We will be writing to SmartSalary to let someone know how fantastic you have been.

Thank you,

L. Sparg


Hi Con,

I just wanted to write a quick note to tell you how impressed I have been with the service provided by Klaus. Not only has he completed the necessary paperwork efficiently, but he has communicated with me numerous times, even after hours.

More importantly though, he was able to provide me with some advice about my lease, which went on to effectively save me $4,500. I was very grateful for this advice.

I hope this goes some way to ensuring Klaus gains the recognition deserved.




Dear Leanne,

We would like to express our sincere appreciation for the outstanding quality of customer service assistance we have received from Brad over the past few months.

Brad has consistently provided prompt, courteous and effective client service to us in our dealings with SmartSalary. He is truly an asset to your organisation.

Could you please pass on our sincere appreciation to Brad.

Yours sincerely,
M. Cooper


Dear Pablo and Team,

Thank You!

Appreciate your expertise and assistance with my salary packaging.

Kind Regards,


Katie, oh my goodness, you are so quick. Thank you so much. Very happy with your service. Thank you


Thank you John.

That is extremely helpful of you.

I will complete the cessation form and fax it back to you asap.

May I also take this opportunity to say how efficient and prompt SmartSalary have been during all my dealings with you.

With kind regards,
V. Savage


Hi John,

Thank you for getting back to me and for sorting the issue promptly. I appreciate it as I am going overseas and was relying on the money to pay accommodation due etc.

Thank you also for ensuring that it won’t happen again and fixing the root cause of the problem – the additional account.

Have a nice day.

Kind Regards,


Thanks Leanne

I hope you are substantive and are remaining in this position for some time.

Just good to find someone who is prompt and on the ball.

Thanks again and I’ll be in touch once I have money in my account to claim the fuel etc we discussed earlier.

Kind regards,
S. Lewis


Thanks heaps for your assistance on this problem. You guys are great to work with and have been quick to follow up any of my requests.

C. Edwards

Alison, I would like to compliment you on your awesome customer service. Thank you for supplying the extra information that I didn’t even ask for (or realise was relevant to me). You deserve a pat on the back!
O. Ford


Hi Chris,

Thank you for your prompt, comprehensive and professional reply – you make it so easy for us!

Thanks again,



To Whom It May Concern:
I’m not sure if this is the appropriate format, but I would like to pass on some positive feedback from my call earlier today to the SmartSalary Customer Service Centre.

I spoke with Pablo regarding a couple of emails I had received concerning my salary packaging arrangements and he was very helpful, provided adequate information for me to progress with my claim and was very patient and clear on what was required. Well done!
E. Turner

I would like to thank all the Health team members for excellent and friendly service.
B. Keane

Morning Solei,

Well it’s all done – dealer happy, Smartsalary happy and customer happy.

I would like to formally thank you for your outstanding customer service tome throughout this deal. All interactions with you, and with the Smartsalary team, have been delivered on time, done right and done with a smile :-).

I have appreciated your regular updates on the progress of the deal, your ownership of my deal and especially you taking on board [and solving!!] a few last minute hiccups with the deal to ensure delivery will be effected on time.

This is the third vehicle I have had with Smartsalary, and after having dealt with numerous other companies over the past 10 years, it never ceases to amaze me how easy it is to deal with your company.

Well done Solei, this style of service is unfortunately few and far between in this day & age. Please feel free to pass my thanks and appreciation to the broader Smartsalary team.

M. Phelps

The agent I spoke to was unreal. I have just been telling a friend about him. Not only did he answer my questions he was sensible enough to try and read into other non verbal cues. If you gave awards, I would recommend him for one. You should be training Telstra call centre staff!
E. Osei

Paraplegic crosses line first in City2Surf

One of the biggest events of the year in Sydney is the City2Surf. This year again over 80,000 runners, walkers, wheelies and merry makers made, or at least started, the 14 km plod.

SmartSalary has assembled a company City2Surf team for the past several years. We are always up for a good cause, so this year, we instead ran as part of the “ParaQuad NSW team.” ParaQuad NSW is a not-for-profit member-based association striving to empower people with spinal cord injury to achieve their potential . . . and they happen to be one of our salary packaging clients!

The ParaQuad City2Surf team nearly doubled their $10,000 fundraising target for this event. The proceeds will go toward funding rehabilitation equipment at their new accommodation facility, Ferguson Lodge. Part of Smartsalary’s $2,750 sponsorship will go towards this fantastic project.

The ParaQuad City2Surf team featured a mix of walkers, runners, joggers and inspirational wheelies . . . all sporting the ParaQuad NSW shirts with the SmartSalary logo on them!

Ron Gibson, a paraplegic from Wentworthville in Sydney, was the first person to cross the finish line in the Sydney City2Surf today. Racing in a hand cycle, Ron started just behind the seeded runners and beat all 80,000 participants to the finish line. His finish time was just outside the course record set by Australian athletics legend Steve Moneghetti in 1991.

Ron raced past the front runners after the notorious ‘Heartbreak Hill’.

I’m over the moon at being able to compete at the City2Surf,” said Ron Gibson. “To be the first person to cross the finish line is an amazing feeling. I’ve competed in marathons and fun run’s throughout Asia, America and across Australia. It’s nice to be a part of something this big in my own backyard.”

Sound like a good idea?

We just love getting feedback. And you, our customers, seem to really love giving it! You give us daily feedback on our phone service. We get daily feedback on the content and clarity of our email communications, and thousands of you have provided online feedback regarding what is and isn’t working for you on our website.

This feedback has been instrumental in helping us to improve our service to you. In fact, you’ve been so generous that we want to take it the next step: tap into the collective creative imagination of our customers to really start delivering world class service.

Check out this idea generation website: What if SmartSalary had its own such website? What if you could give us your best ideas for improving our service offering and also vote on the ideas of others? You could vote up the ones you liked the most and vote down the ones that you didn’t think were so hot. The best ideas would have the most votes, and it would be pretty clear what our priorities should be. Sound good? Would you jump in there and get us started?

We’d love to hear from you!

Leave a comment here

Deven Billimoria
Chief Executive Officer

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August 2010
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