Posted on:January 12, 2023
Our Tutor Doctor franchisees are the backbone of our organization and they are the dedicated people who embody our mission of changing the trajectory of our students’ lives. We are proud to have such incredible franchisees who uphold the Tutor Doctor brand and truly make a difference in their communities and in our family of franchisees.
Customer service is at the backbone of our business. We’re on a mission to change the trajectory of students’ lives, and we can’t do that without our franchisees who embody this and provide excellent customer care to their families.
This award recognizes and celebrates excellence in customer care. It is presented to the franchisee who has demonstrated excellence in customer loyalty and has shown themselves to be a customer champion. Furthermore, this award is presented to the franchise that has achieved a Net Promoter Score in Your Feedback Survey of at least 80% or higher, with a minimum of 30 survey responses between January 1, 2021- December 31, 2021.
The Winner of the Customer Service Award Is…
Nicelle DePatie of Tutor Doctor Calgary and Area, Canada!
A previous Customer Service Award winner, Nicelle has a strong client care process intentionally developed to ensure consistent high-value service. Her service-oriented mindset and student-centric approach to tutoring have consistently enabled her to attain 5-star Google Reviews. She achieved over 85, 5-star ratings in 2021. Nicelle has excellent internal processes to ensure her tutors deliver stellar results for her clients. Clients love her commitment to ensuring every student gets a tutor who is the right fit for their learning, personal development, and coping needs. Nicelle’s customer satisfaction extends to her those she works with as well, with her business exhibiting an extremely high tutor retention rate. Nicelle should be proud of the sense of community she has created within her business, as her unique approach undoubtedly shows the importance of kindness and compassion in our customer-centric industry.
Meet Our Finalists
Keep up the great work, Nicelle! Our other finalists for the Customer Service Award are also very deserving of recognition. Please read below to find out more about how they excel at customer service in their day-to-day operations.
Peter Seward of Tutor Doctor Richmond & Delta, Canada
When it comes to Customer Service in our business, Pete is truly someone other franchisees can look up to. He takes a personal approach with every new client and is dedicated to making strong matches and personalized education plans based on his clients' needs. Pete is very plugged into each family he works with and he demonstrates being PRESENT for his clients and tutors. With a Net Promoter Score of 91 and over 65 google reviews at a 5-star overall rating, it is clear that Pete takes ownership of his customers’ journeys.
Families regularly comment on Peter's match of tutors to students, his professionalism, and his communication. One client said:
Peter is great to deal with... very flexible and provides the best tutors and flexibility for my kids. Both my kids have used tutor doctor for the past 3-4 years with great results and we are continuing with them through high school.
Peggy Santi of Tutor Doctor Denver, USA
As a relatively new resale owner, Peggy has worked very hard on streamlining internal processes to maximize the value for each of her customers. She continues to maintain a high NPS of 88 despite the steep learning curve of being a relatively new franchise partner. Peggy is relentless in the way she sets expectations and provides resources to tutors in the onboarding process, ensuring they are laser-focused on building relationships with students and families. In addition, Peggy is extremely data-driven and continues to lean into data when making business decisions, allowing her to continue to put the client experience at the center of everything she does.
Ximena Rodriguez & Diego Conroy of Tutor Doctor Peru, Latin America
Ximena and Diego are true leaders in Customer Service in the Latin America Region. They provide their clients with a very personalized client-centric experience, making each family feel valued… and with an NPS score of 87, it shows! Customers rave about their commitment, personal attention to each student, and the quality of their tutors. They are hard-working and engaged local business owners, making connections in the local community through a variety of marketing initiatives. On top of all of this, they are also active contributors to the Tutor Doctor network, taking part in regional calls, boot camps, the FAC, and supporting fellow franchisees.
Rade Gratton of Tutor Doctor Waukesha County Northwest, USA
Rade is known in the Tutor Doctor network as someone with a can-do attitude and is always focused on solutions. Demonstrating our values of GRIT and ingenuity in problem-solving, Rade is very resilient and continues to operate a strong business regardless of the challenges she faces. Always full of positive energy; her passion for the brand shows through everything she does. With an NPS score of 89, she is clearly doing something right, and her customers have noticed!
One client said: We set my niece up for an ACT tutoring package last summer and her tutor was great! My niece significantly increased her ACT score. Now it’s my daughter's turn and I know there’s nowhere else we will take her! Rade and her team are top-notch!"
Julian Field of Tutor Doctor York, UK
Julian provides stellar customer service that truly embodies the Tutor Doctor uniques. Demonstrating generosity and genuine care for his families, he has the highest Net Promoter Score in the UK, standing at 94.5, and maintains a 5-star Google rating.
One of his families had this to say…
‘We have been absolutely delighted with the wonderful tuition, the support not just for our young person’s learning but general well-being, as well as the careful planning and sensitivity shown by Julian at Tutor Doctor York.’
In addition, Julian’s insight and advice on how best to leverage Google reviews to drive business growth have had a significant impact on other franchisees in our community.
Working Towards A Better Future
Congratulations to Nicelle and all of our incredible finalists! You provide an exceptional customer experience for all of your families, and it shows in your many raving reviews.
Do you have a knack for providing a wonderful customer experience? Consider learning more about our franchise opportunities to see if owning a Tutor Doctor franchise would be right for you!