The Gatehouse Takes Customer Care To A New Level
Emily Barratt, part of the team at The Gatehouse in Tonbridge, has received a Bronze ‘GR8 Award’ from managing operator Stonegate Pub Company, for going above and beyond the call of duty for a customer who has been struggling with diabetes.
Howard Drake, a regular visitor to The Gatehouse, was admitted to hospital recently with a diabetes related issue, and as he has no family nearby, he put the team at The Gatehouse down as his next of kin. Warmed by the gesture, Emily, general manager Cee-Jay Williams, and other members of staff visited him every day during his two-week stay at Pembury Hospital.
Since his release from the hospital, Emily has taken it upon herself to make sure Howard is able to keep his diabetes under control. She helps him record and track his insulin levels and control his diet with a meal plan. She also checks in daily to make sure he’s sticking to his regime.
Although he has only been coming the Gatehouse for about a year, Howard quickly became a staff favourite, always bringing gifts and treats to keep the team smiling during their shifts. He’ll even be celebrating his birthday at the Gatehouse this year, with a specially arranged birthday party put on by the team.
“He’s an absolute sweetheart,” said Cee-Jay, “and we were all so touched when he said we were like his family. It is the greatest achievement I will ever have as a publican. Emily has been working for me for nearly three years and she is simply amazing, she always looks after the customers and just cracks on. She thoroughly deserves this award.”
Emily will also be treated to a luxury spa day in recognition of her amazing efforts.
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