April 04, 2022
At Nourish, we believe that every mouthful counts, every person matters – and that’s why we want to connect personally with our customers. If you call to order Nourish Drinks or email with an enquiry, you won’t be answered by a Bot or call centre adviser reading from a script. Instead, you’ll be put in touch directly Sharon Norman. Sharon’s official title is Head of Customer Service, but we like to think of her as your Nourish friend. Let us introduce her…
Tell us how you came to be a part of the Nourish team?
‘I joined Nourish three years ago, but my role really developed during Covid when Jane asked if I’d be happy to speak with customers,’ Sharon says. ‘We knew that people might be feeling isolated and concerned, and we felt it was important that Nourish customers had a real person to speak to, so we could offer that human touch.
How does that ‘real person’ connection help people?
‘We have regular customers who prefer to pick up the phone rather than order online. And if we have enquiries about Nourish Drinks, I can answer them in an email or point people to where they can find the information on the website. I’m also there to assist with delivery enquiries, or to help people manage their regular subscription. Some of our customers are managing health challenges, or caring for loved ones, so we want to support them as much as possible, not to make life more difficult.’
What’s the best part of your job?
‘I see first hand the difference that Nourish Drinks make to people’s lives – when people get in touch to thank us, or I see another five star Trustpilot review, it makes my day. And some of the comments bring tears to my eyes.
‘We have an older gentleman who receives a regular Nourish Drinks subscription. He has been in and out of hospital and at one point the drinks were the only food he could consume. He got in touch to thank us because he felt he wouldn’t still be here if he didn’t have them.
‘And then there are customers like 18-year-old cross country champion Fraser Sproul, who uses Nourish Drinks as part of his training nutrition. So whether you’re fit and well or dealing with health concerns, Nourish Drinks can help.’
What’s a typical day like for you?
‘It depends on what's in my inbox or who calls. Ultimately, Nourish customers are my priority, so I’ll be taking orders and dealing with delivery enquiries. But I might also be researching packaging options for our drinks (look out for something new soon!), updating our mailing list, or talking with our manufacturer about when we will make our next batch of drinks. I love the variety of it all.’
What do you love to do when you’re not at work?
‘I got Tilly, my cockapoo, in lockdown. I absolutely love walking her as I’ve found so many beautiful places on my doorstep. My happy place is my garden, I love to look after it and spend time there. We keep chickens and have a peacock – that we've imaginatively called Cocky – that turned up in our close one day. Cocky spends time in all of the neighbours’ gardens but sleeps in our pergola. I also like to be creative, so I’m usually busy sewing, making jewellery, or learning to gift wrap beautifully.’
What would you like people to know about our Nourish customer service?
‘Everyone at Nourish cares about our customers. I want to give 110 per cent every time, and treat everyone honestly and promptly – the way I would like to be treated if I was a customer.
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