Outstanding Customer Service Award
“Kristy Hodgson delivers excellent customer service in the area of promoting best practice parasite control”
Kristy Hodgson is an E-SQP and director of operations at Westgate Labs in Morpeth, Northumberland. She joined the company in 2009 as a lab technician, having previously worked in a saddlers; she qualified as an E-SQP in 2010.
Kristy said: “Just to be a finalist was such an accolade, but to win was amazing. Customer service is something that goes right to the heart of our ethos so it’s wonderful to be recognised for this. The online ceremony provided a highlight, on the first day of the second lockdown – we decorated the office and held a socially distanced tea party while we streamed the broadcast.”
Kristy said a key part of Westgate’s role is about educating horse owners to use best practice parasite control.
She said: “We provide guidance on this in our product literature, promotional material and advice, in printed material, on our website and through social media.
“I’ve developed the protocols we use and I have my finger on the pulse with latest developments in this area.”
The back-up customers receive is critical to the success of targeted worming and Kristy is central to delivering this, running the laboratory, talking to customers by phone, email and Facebook and representing Westgate on its trade stand at Your Horse Live.
Kristy gives advice to customers, retailers, fellow SQPs and the public, guiding horse owners on when to test and treat, and tailoring the advice and the chemical to individual situations and the time of year.
Looking at challenges she faces, Kristy said: “Some owners are happy to spend on matching accessories but balk at the price of a worm egg count.”