16/07/2026
Some days in business remind you that exceptional service isn’t written into a contract, it’s a choice.
This week was one of those days.
I arrived at one of our serviced accommodation properties in Birmingham to deliver fresh bedding, carry out a quality inspection, and take photos for my client, who isn’t based locally.
Then I discovered every lift in the building was out of service.
The apartment? On the 21st floor.
I was carrying a bag of bedding weighing around 7–10kg.
I had two options:
• Leave and reschedule the job.
• Or find another way to deliver on the promise we made to our client.
I chose the stairs.
Twenty-one floors later, completely drenched in sweat, I delivered the bedding, completed the inspection, took every photo the client needed, and then walked all the way back down because the lifts were still out of service.
When I sent the video to my client, his response was simply: “OMG, I wonder how you get into it, that was hectic. Thank you so very much .”
As I reflected on it afterwards, one thought stayed with me.
If one of my team had done exactly what I did that day, I wouldn’t just say “thank you.” I would recognise and reward them. Going above and beyond like that deserves to be acknowledged because it’s not something everyone would choose to do.
People often ask what great customer service looks like.
Sometimes it isn’t about spotless floors or perfectly made beds.
Sometimes it’s choosing to do the difficult thing when nobody would blame you for walking away.
That’s the standard we aim to uphold at Banqyz Ltd.
Not because every job will require climbing 21 flights of stairs, but because every client deserves to know we’ll do everything reasonably possible to keep our word.
Going above and beyond isn’t an occasional act.
It’s a mindset.
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