Meet The Team
CEO & Founder
Steven's extensive 26 years of estate agency experience in London culminated in launching MyLondonHome, which has enabled him to bring together a hand-picked team to provide the high level of quality advice, market strength and service he is renowned for. Most corporate agents overlook the fact that estate agency is about people, and how your business relates to them, whether they be your staff or your clients. I consider myself fortunate to be in a business that gives me so much personal fulfilment now as it did 20 years ago, whether that be from helping my team to develop their potential or helping a vendor achieve his goals.
Andrew is a highly motivated and proactive Estate Agent who possesses an excellent knowledge of our marketplace and prides himself on his integrity and high standards which are a major force within the company. Our vision of providing an estate agency service with the market strength of a large corporate agency but with strong core principles of integrity and honesty is incredibly rewarding and I enjoy proving to Purchasers & Vendors, Tenants & Landlords that it is possible!
Sales & Lettings Director
Christian has a wealth of experience having worked at Director level for a number of years at some of the most renowned firms in the property industry. His knowledge and aptitude of the London property market is impeccable. Christian has a certain specialism in the area of City & Docklands, a fantastic addition to the team which will pay dividends to our clients.
Having worked alongside Steven and MyLondonHome in a previous role I was aware of the passion enthusiasm and pride which surrounded the business and which made such a difference to both its employees and clients. Now that I have the chance to further my career and assist with the next stage of development I am looking forward to being part of MyLondonHome as it goes from strength to strength within the central London estate agency arena.
James is a property professional who started his MyLondonHome career in 2006. James has previously excellent as Head of Operations and New Business respectively for MyLondonHome. James brings a wealth of experience and knowledge of the London property market, truly understanding the core values of a premier agency. Ensuring clients achieve their investment goals and providing truthful and straightforward advice to get them there is central to James professional outlook. I consider myself privileged to be in a business with such a focus on customer service, honesty and integrity. Following these core principals and ensuring standards to not drop is both exciting and hugely rewarding.
Human Resources Director
Julie has extensive experience working as a senior human resource practitioner within the property sector. Her understanding of the power of people in a business will lend itself perfectly to MyLondonHome as it embarks on the next phase of its growth. Julie joins a dynamic team of individuals all of whom share a common goal of delivering fantastic service to clients and customers.
Head of Maintenance
Dean joins MyLondonHome with a strong operational and managerial background having worked for a number of large corporations across Europe and the United States. With experience in Sales, Marketing, and Customer Service, Dean is perfectly positioned to take the Property Services division forward, increasing both quality of service and delivery times.
Adam brings to MyLondonHome a true understanding of customer care and an enthusiasm to succeed in the central London Property Market. Having vast experience within B2B sales and customer focused roles. Adam understands the true ethos of our business. Having spent the last 5 years of my career providing business development across a variety of sectors. It is a joy to have the opportunity to work within the London property market for which I have a true passion. MyLondonHome is a great company to work with. Whether you are a member of staff a landlord or tenant you can expect to receive the highest possible care. It is a true pleasure to be a part of the team.
With over 5 years experience at MyLondonHome, Daniel really understands our quest to provide exceptional service at every opportunity, and it shows in his results and the high volume of commendations he receives from clients. "Being my first role within estate agency MyLondonHome has proven to be an outstanding career choice. The company has shown me in the time I have been here why it has become so successful and has grow to be one of the most established agents within Central London. The company illustrates a strong client focus and enthusiastic approach to each day, not to mention how passionate the team is about property. I look forward to building an established career with MyLondonHome."
New Homes Manager
I have always wanted a career in property and after undertaking a degree in Real Estate Management this job seemed like the natural next step. MyLondonHome provides me with the opportunity to understand and operate in arguably the most dynamic property market in the world. The work environment has been extremely welcoming and there has been a great willingness by the more experienced colleagues to pass on their expertise to those of us that have recently started. Everybody is full of energy
Head of Property Management Division
With over 7 years experience in the London Property Market and Property Management Marija is ideally suited to head the Property Management Department at MyLondonHome. I was amazed by how much MyLondonHome embraces change in order to improve the way the company operates. I am delighted to be part of a team of like-minded enthusiastic people that truly care about their clients and are passionate about the work they do. I am so lucky to work in an area I love and in an industry that is constantly evolving. I am excited by the future of our business and look forward to continuing to learn and develop as part of MLH as it grows and expands.
Head of Property Management
After 4 years of Customer and financial service background, Lisa has brought her practical and personable skills to our expanding Property Management team. "I am excited at the prospects of gaining new skills and working in such a vibrant team and location. It is easy to stay motivated when working for such an ethical company.
Having worked in the property industry since 2004, Jamie brings a vast knowledge of the London market, in particular, East London and The City. Having worked at managerial level for a number of corporate agencies over the past 5 years, Jamie joins MyLondonHome with the vision and business acumen to drive the City and Docklands branch forward.
I have worked in the property sector for over 20 years, so I possess vast experience of the legal process involved when buying and selling UK properties. I find MyLondonHome an energetic vibrant company with so much to offer, a core agency for central London. I am so proud to be a part of an award winning team whose expertise and customer relations are second to none.
Personal Assistant to the MD & CEO
Having worked in the London property industry for 5 years at a large corporate agency, Kirsten joins MyLondonHome with a range of experience across many different locations in London. With a deep insight into the sales market and particularly activity trends in London, Kirsten is a great addition to the team. Highly organised, with a great attention to detail, Kirsten understands the importance of working closely within a team with a focus on a quality level of service.
With over 10 years of experience working in environments delivering exceptional customer service, Kim provides invaluable office support to the team. I am very proud to be a member of the MyLondonHome family and enjoy all aspects of working with such a dynamic team in a wonderful location.
Assistant Sales Manager
Winner of the MyLondonHome Property Consultant of the Year Award 2013 Providing a professional and customer focused service at MyLondonHome will always be my main aim when working within such a dynamic and enthusiastic company. The acknowledgement and respect that MyLondonHome has gained through achieving such prestigious awards drives my passion for property forward
Assistant Lettings Manager
My university course was not property orientated, but I have always taken a keen interest in the property market from a personal level. Due to past experiences with agents, I had a preconception of a Central London estate agency, and it was not a positive one. I couldnt have been more wrong. MyLondonHome, from the top down has a standard of care for both employees and customers that I have not experienced in any previous role. The attention to detail and teamwork I have witnessed makes my job easier, and this is relayed on to applicants and landlords. In the short period of time that I have been part of the team, I have seen consistent growth in terms of instructions and applicants so it really is an exciting time to be part of a transparent company like MyLondonHome.
Sales & Lettings Manager
Having worked in the property industry in the Home Counties for the last 12 years, I have joined MyLondonHome with extensive knowledge of the lettings industry and customer service. I'm passionate about delivering the best service possible and helping landlords find tenants and tenants find their new home.
Senior Valuation Specialist
Having always wanted to pursue a career in the property industry, I feel very lucky to have begun it at MyLondonHome. Having spent a year as a Property Manager, I am now excited to be putting the skills and knowledge I have learnt to use in the Instructions team. I look forward to being a part of new marketing initiatives, developing and building relationships with our new and existing clients and assisting in the decision making processes involved in marketing a property. I am proud and enthusiastic to be part of a company which has such integrity and passion towards the industry and a team who are completely dedicated to providing an outstanding service at all times
Senior Property Consultant
My career in estate agency started when I was 19 back in my hometown of Cambridge and since making the move to London I'm delighted to now be working for such a prestigious company as MyLondonHome. I developed an interest in property from a young age, in particular architectural and interior design. MyLondonHome is the ideal company to work for within the industry allowing me exposure to an excellent portfolio of properties. In addition the team offer excellent support in developing client relationships whist providing an enjoyable working environment and have also provided me with the foundations of a successful career within the London property industry.
Team Leader - Property Management
With a degree in Property Development and over two years experience of Property Management and Lettings in London, I am delighted to have joined the award winning team at MyLondonHome. It is a pleasure to be working for an ambitious and innovative company renowned for its knowledge of the London property market. The company has a great emphasis on providing its customers with a first class service and staff are truly committed to helping MyLondonHome become the best estate agency within Central London. The excellent Property Management team always deliver and client satisfaction is of highest priority. I am looking forward to further developing my knowledge of the property industry and progressing with MyLondonHome.
Team Leader - Property Management
Having gained 3 years experience in Property Management I am pleased to be undertaking my first role in central London and feel my skill set is well matched with MyLondonHome. It is great to be part of a company that is totally dedicated to the needs of its clients. I find MyLondonHome is always prepared to go the extra mile.
Senior Inventory Clerk
Having previously worked in the field on a freelance basis, I was delighted when the opportunity to work for one of London's most respected estate agents was offered to me. My role as an inventory clerk is ever-changing, no two days are the same and it is the perfect blend between time spent in and out of the office. I'm proud to be part of an award-winning team that has been recognised within the industry for its excellent customer service. I look forward to what the future holds and progressing my career with a company that is moving in the right direction.
Training & Development
Being my first central London role, I am amazed at how driven and passionate MyLondonHome are about the service they deliver. I am so fortunate to be part of such a fantastic team and to be given the opportunity to pursue my career as a Property Manager at an award winning company. I am very much looking forward to what the future holds at MyLondonHome.
With over 15 years’ customer service experience and the experience working in high end and quality focused 5 star hotels, Dilia is ideally suited to Head our Housekeeping Department. Dilia is extremely organised, resourceful and achievement orientated, she possesses a keen eye for detail and understands the necessity for customer privacy and confidentiality at all times. I am excited to be part of the team of MyLondonHome.
Talent Acquisition Specialist
Having always wanted to feel part of an honest, innovative high achieving business MyLondonHome was the obvious choice. On joining the business it became apparent very quickly that this agency was a large cut above the rest. The basic foundations of MyLondonHome I feel speak for themselves, honesty, integrity, doing what is right and putting service first, all of which have been adopted by every member of staff which allows MyLondonHome to go from strength to strength. I quickly formed this opinion and I feel this is a testament to the training delivered personally by the Managing Director Steven herd and support from organically grown managers, also having been taught by the very same man. Having worked in Recruitment for 3 years it was not until I joined MyLondonHome that I felt like an integral part of a business and that my contributions really mattered.
After 6 years experiences in the decorating trade, and completing my interior design degree, I was selected as Interior Designer for MyLondonHome. I design, purchase, deliver and stage our clients properties. My role was developed to specifically enhance our customer service by offering speedy and cost effective, yet stylish furnishing solutions. I am proud to be part of a company with such high standards and ethical values.
MyLondonHome constantly strives to provide the best customer service in one of the world’s most competitive markets; the London property market. I am proud to be part of a company that always puts their customers first and strongly emphasises integrity and honesty in their dealings. I have always been very interested in investments and property and I believe that the London property market is one of the safest investments any investor could make which is why I am so passionate about working in this industry. I am also appreciative to work at MyLondonHome because of the brilliant training and self-development opportunities that I have been given.
Recently moving back from working in a large Real Estate company in Dubai, I now specialise in lettings valuations at MyLondonHome. My career in property began slightly later than most at the age of 25 starting as a lettings negotiator, but with my determination and drive I moved into management fairly quickly. My career continued to go from strength to strength managing offices for a well-known estate agency in West London. I’m excited to be a part of the next exciting chapter of MyLondonHome.
Having two years of estate agency experience in a variety of different market places, I am excited to transfer my knowledge to the best market of all - London! I am delighted to have joined such a prestigious company as MyLondonHome, sharing their passion for property and most importantly, people. It is brilliant to be a part of an innovative company whose main emphasis is on putting their clients first. The atmosphere of our new Headquarters is nothing I have ever experienced in your typical agencies, it is great to be a part of this expanding team and I am looking forward to my future with MyLondonHome.
Having worked in different roles within the property industry I have over the past five years learnt a huge amount about what people look for in their estate agent. I feel that MyLondonHome incorporate everything that an estate agency should. With their extensive knowledge of the Central London Property Market, strong ethics and fantastic team who are motivated and driven MyLondonHome was the obvious choice for me. As a member of The Association of Residential Letting Agents and being ARLA qualified also enables me to ensure that our Landlord Clients are kept up to date with the new and ever changing rental standards and legislation. I am incredibly excited to be part of the expansion of such a well-established agency and look forwards to maintaining the high standards and service that MyLondonHome stand for as well as working with a fantastic team.
Client Liaison Officer
Passion, proficiency, dedication, and great customer service form the foundation that MyLondonHome is built upon. I returned to London a year after graduating from Bournemouth University and joined the company to begin a long and fruitful career in property. My role as a valuations specialist has given me a great opportunity to meet and liaise with our many cherished clients; the vast majority of the properties we deal with are absolutely stunning and I cant wait to see more! I have never been so privileged to be part of such an astonishing team of professionals who are all hungry for success. My colleagues in the valuations team have all made me feel at home and I am grateful to be guided by such an exceptional manager. Special thanks to Natalie Pringle and Steven Herd for making my experience thus far at MyLondonhome a memorable one.
Having graduated with a degree in Sports Therapy, I since developed an interest in helping and working with people through the leisure and sporting industry. Having moved houses a lot myself in a short space of time I realised that I wanted to be a part of a company that would help make this as easy and stress free as possible for its clients and consequently came across MyLondonHome. The extensive training I received upon joining MyLondonHome has helped me to start my role in a confident and well prepared manner ensuring that I am in the best position to help those moving to Central London find their perfect property. The MyLondonHome team have been nothing but supportive and helpful throughout and I am excited to be a part of a rapidly growing company that has many more exciting times to come.
Off-Plan & Investment Specialist
Coming from an extensive background, predominantly in Surveying and Property development, I take pride in understanding the purchasing process of property first hand alongside the stressful effect a lackadaisical agent can make of the process. Acting fast and providing quick responses for my clients has become a key asset. Keeping up-to-date with the economy and currently further studying with RICS I like to utilise my skills and illustrate strong client focus. Starting my career as an agent at such a respected and established company as MyLondonHome I hope to continue the many client relationships I have now started.
Previous to MyLondonHome, I worked for a property company based in Northamptonshire where I started out selling rural property. I decided to move to the capital and put my knowledge and skill to the test in the London property market, and I have not looked back since. I thoroughly enjoy the fast paced environment of London and thrive under the quick nature of business we witness. Amongst all of this, I’m an avid record collector and enjoy spending my winters in the Alps snowboarding.
Having previously worked in customer facing roles and having an interest in the London property market it seemed natural for me to work as a Property Consultant for MyLondonHome. To be able to help someone find their perfect home or investment property is extremely rewarding and has only been made possible through the extensive training received from the CEO. It is an exciting time as a new recruit as the company is rapidly growing and I look forward to contributing to its success and expansion.
Working at MyLondonHome has opened my eyes to great estate agency. I am surrounded by friendly, passionate people who encourage and support one another. One of the things that attracted me to the company was their outstanding training programme and their ethical beliefs. I feel very lucky to have obtained a career here and I look forward to meeting new clients and helping people find their dream property.
Having worked in estate agency for over 5 years I have a genuine passion for property, and the London market is by far the most exciting and dynamic area to work within. I’m delighted to have joined a company that sets its customer service standards and ambition levels so high with a strong work ethic and the relevant training to back it up. I take pride in my work and enjoy helping people to have a hassle free sale or find their ideal property.
Having over 5 years experience in customer service orientated roles, working at MyLondonHome seemed the ideal company to work for; their service levels are superb and are in-line with my belief of providing the very best service every time. MyLondonHome's fast-paced work ethic, excellent training and customer orientated service perfectly resonates with my aims to excel in every area of my role, ensuring that I go the extra mile for all of my clients. Finding dream properties for clients is such a brilliant feeling, which is why the property industry spurs me on to succeed.
I first got the property bug when I worked as an assistant Relocation Agent in North Africa during my University holidays. It gave me such pleasure to work for oil & gas companies and Embassies to find their staff new homes. Since graduating from university I wanted to emulate this here in London and I worked previously for an agent based in Fulham, but the service, which I find very important, was a key missing element. I came across MyLondonHome who had the same ethos as myself and joined the academy without hesitation, run by the CEO & Founder, Steven Herd. It was immediately clear from day one the passion and values Steven possesses, there is such a positive atmosphere in the office.
Having moved to London myself the day before I joined MyLondonHome, I really empathise with people who are making the same fantastic decision to relocate here. MyLondonHome’s training programme helped to arm with me with the knowledge and confidence needed to ensure I can provide the best service to my applicants and make their move to London as smooth as possible. With a background in Project Management and Communications, I thoroughly enjoy building meaningful relationships and relish in meeting people from a vast range of backgrounds. MyLondonHome have been fantastic at making me feel at home in London and I look forward to assisting you with your move!
Off-Plan & Investment Specialist
Being offered the position of ‘Off Plan & Investment Specialist' was such a unique opportunity that I knew I had to take this with both hands. One thing that stood out for me was the passion and drive the CEO showed on a daily basis, which continues to inspire me every day. I have been working in the property industry for more than 5 years now, with previous experience in South Kensington & Chelsea, the change from Re-sale to Off-Plan was a very positive one for me personally.
Off-Plan & Investment Specialist
Coming from a background, predominantly in Surveying and Construction, I have always wanted a career in London’s property market and after undertaking a RICS degree in Estate Management this seemed like the natural next step. MyLondonHome has given me the opportunity to operate in the most dynamic property market in the world. Every day holds something new and I am proud and enthusiastic to be part of a company which has such integrity and passion towards the industry. I am excited to be a part of a rapidly growing company that is completely dedicated to providing an outstanding service at all times.
Off-Plan & Investment Specialist
Brought up in Belfast, Northern Ireland, I moved to London and got involved in property ranging from commercial sites in The City to suburban housing in Greater London and now I am involved in the New Homes market of Central London. I boast a knowledge of various investment markets, coupled with a keen interest in international current affairs, to service my diverse range of clients and their individual needs. Visiting the many cultures of the world and the playing of Spanish classical guitar are my hobbies – in this pursuit, I have visited over 35 countries and played guitar over 10 years.
Off-Plan & Investment Specialist
With over 13 years’ experience in the property industry, I possess a wealth of knowledge and understanding of the processes involved with estate agency. I am extremely passionate about my role and take great pride in advising and assisting our clients to making the whole experience as stress free as possible. Since joining MyLondonHome, I’ve been impressed with the level of dedication, motivation and diligence shown by my colleagues and their attention to detail, which only enhances the service our clients receive.
Once I had met the team at MyLondonHome, researched the company and what they stand for I knew this would be the right company for me to progress and develop a career with. The role of a Property Consultant is somewhat frowned upon, but here at MyLondonHome we aim to change that, providing honest and ethical approach to all customers. MyLondonHome is an enthusiastic company that is passionate about property and the people we work with. I look forward to building a long-term, established career with MyLondonHome during an important time of company growth.
I've been involved in residential lettings for just over 18 Months now and it’s safe to say I've found my niche! I feel privileged to be representing a firm like MyLondonHome, with such a stronghold in the Central London market what more could you want? My future at MyLondonHome is a bright one and I look forward to sharing my successes with my colleagues and happy clients.
I have previously worked in the student lettings market in my university town for over a year, so being given the opportunity to work in the fast paced environment, such as the market in Central London, has been a dream come true. The thorough training provided by Steven has allowed me to grasp the core ethics of the company and I have also particularly enjoyed working alongside others who share these same principles, something which I feel agencies lack. I thoroughly enjoy getting out and about in London, meeting applicants and showing them the wonderful properties we have to offer.
Having used many estate agents in my life prior to joining the industry, there were multiple times where the “cliché” agent would really put me off a deal. I wanted to join a company that had the same ethos as mine. Honesty, professionalism and expertise. I bring my expert social skills to the table along with a wide array of knowledge about London. I aim to provide the service someone simply wants when looking for a property. Engagement, Incredible property options and a smile. At MyLondonHome, Steven, the founder of the company, to this day trains us himself. This says all that is needed to say about the dedication to our clients homes we posses.
Warmly welcomed into MyLondonHome, I have previous sales and customer service experience which has assisted my role within the company, I thoroughly enjoyed attending the Academy 2015 and soaking up as much of the 26 years’ experience as possible which Steven has gained throughout his career. I am excited and proud to be a part of such a dedicated company that strives on the best service for its clients.
I am very excited to be progressing my journey with MyLondonHome following 2 years with my previous company contributing to a career spanning 6 years in property management, first working for the Local Borough of Westminster. Then taking up a property management position within the private sector, I have now joined the Property Management team with MyLondonHome hoping to use my many experiences to help further establish the company as a leading provider of management and letting services.
Having gained almost 2 years management experience in the student accommodation industry, I am pleased to undertake my first role in residential property management. I chose to work with MyLondonHome because of the extensive training programmes offered and the endless opportunities available to progress within the company. Having looked at my peers and how they have grown with the company, I am extremely excited for my future with MyLondonHome.
Having been exposed to the property market from a young age and studying business management at university, property management seemed like an obvious choice. Since graduating from university I have worked in property for over 3 years, MyLondonHome caught the eye as a company to expand my knowledge while achieving career progression. The team is well driven, but also appreciate that you must have some fun at work to have true success. I am very happy with my choice to start here, and envisage myself growing with the company for years to come.
Although new to the Property industry, Customer Service has always been my passion, with 7 years’ experience in Customer Relations, Property Management has been the perfect fit . MyLondonHome prides itself on a high standard of client care. I have been extremely impressed with the attention to detail and the level of professionalism and efficiency each of my colleagues provides.
Having worked for MyLondonHome as an intern 4 Years ago before leaving to attend university and experience other workplaces, when the opportunity arose to re-join the team I didn’t hesitate. The principles and work ethic held by MyLondonHome combined with the high calibre of the staff who work here make MyLondonHome not only a great Estate Agent but a great place to work.
Property Management Assistant
"MyLondonHome is the path of potential and to develop a lifelong career that you will love and adore”. These were the words of my recruiter and I could not wait to start. After finishing my law degree and training for the Bar, I started at MyLondonHome wanting to excel and achieve. The firm brings with it opportunity and potential in such a fast paced environment. I adore the atmosphere and the competitive and driven nature of the work force. I have worked in customer service roles previously, but this company brings a whole new spectrum to the idea of truly excellent customer service. I am so proud to be part of this team.
Property Management Assistant
Since joining MyLondonHome I have learnt an enormous amount about property management, real estate and property services. Although I was new to the property industry customer services has always been my background. I am thoroughly enjoying working for MyLondonHome within the property management team and I am looking forward to the future.
Customer Care Manager
After four years in Luxury Retail, I am very excited to be a part of the vibrant and award-winning team at MyLondonHome. I hope to bring my experience in Customer Services to a position which supports existing clients and seeks new clients by achieving a daily professional, empathetic and constructive work ethic. To have this opportunity right in the heart of a city which I have grown up in, is truly an honour. I still pinch myself when I walk past The Palace of Westminster every morning! MyLondonHome is a fantastic and energetic company and one which I am proud to be a part of.
Upon completion of my degree in Advertising and Marketing Communications I set out to obtain a role within a company that looks to create bold and innovative mediums of marketing. MyLondonHome was the perfect choice, their innovative take to marketing was something in which I had a great desire to be involved in. The fast paced and competitive nature of the property market is something that is mirrored in my ambitions in relation to my great desire to succeed. The ethos at MyLondonHome is fantastic and I am very proud to say that I work for such a successful and reputable company. I look forward to building a successful career at MyLondonHome making a vast contribution to this ever growing firm.
Photography has always been a great interest of mine and after winning the Nikon Photo Contest, I was certain that I was to follow my passion and work as a photographer. I have always had a focus on Architecture and Interior photography which gave me a great desire to work for a company such as MyLondonHome. Joining a company that is passionate about property is the most exciting decision I’ve ever made as I can now use my creativity to provide a fantastic platform between the client and their property.
Being a member of ARLA Association of Professional Inventory providers and with two years inventory experience, Darren works alongside Peter heading up MyLondonHomes in-house inventory service. Being members of APIP has enabled MyLondonhome to deliver best practice, consistency, expert knowledge with the ability to provide a methodical inventory. I believe having such a meticulous service has enabled us to provide peace of mind before, after and during the tenancy for all parties involved.
My keen interest for property prompted me to leave the leisure industry and try my hand at something new. I was fortunate enough to gain experience providing inventory reports for various agents in north London. I jumped at the chance to work for an established company that takes pride in providing a first class level of service, MyLondonHome. I saw it as an incredible opportunity to learn so much about the industry due to the many facets of the company. My experiences so far have fully vindicated my decision to join. I look forward to learning more and building on my career here at MyLondonHome.
I was introduced to the world of property inventory after freelancing part time during my undergraduate degree. Upon completing my studies, I researched a full time role and found that MyLondonHome was one of the few agencies with an in-house inventory team. I was excited about the opportunity to join a dynamic estate agency in central London. With a passion for adventure, travelling and working around the city as well as meeting a high calibre of tenants is one of the perks of being part of the team and I’m grateful for the opportunity to provide exceptional customer service.