Mary Flett (Haviland)

Examiner
DISC Type : cs

Head Of Customer Service at Castle Water

United Kingdom

Overview

Mary Flett (Haviland) is the Head of Customer Service at Castle Water, where she has progressed through several management roles. Her leadership contributed to the company being shortlisted for Customer Satisfaction at the British Business Awards. She holds a Global MBA from Alliance Manchester Business School and an MA from the University of St Andrews.

Drawing on her academic background in languages, Mary has experience handling diverse visitor enquiries in several languages from her time at VisitScotland. Her university excellence in Spanish highlights a strong aptitude for communication and connecting with people from different backgrounds, an asset she brings to her customer-facing leadership role.

She was awarded the Alan Paterson Excellence Prize for achieving the best Honours Degree in the Spanish Department at university.

Personality Overview

Overcautious

Late Adopter

Process Oriented

The only way to convince them is by showing them examples and ample proof.  They do not like taking risks at all and go for proven options in the end. Being observant comes to them naturally.

Topics They Care About

Customer Satisfaction
Her role is focused on this, and her team was recently shortlisted for a national Customer Satisfaction award, reflecting her commitment to exceptional service.
Team Recognition
In a post celebrating an award, she gave special credit to her customer service teams, showing she values and publicly acknowledges her team's contributions.
Business Improvement
Previously worked as a Project Development Officer for a Business Improvement District, managing projects to enhance a town centre.

Media Appearances

Mary has no verified media appearances

Work History

6-2019
Head Of Customer Service at Castle Water
9-2018 - 6-2019
Customer Services Manager at Castle Water
10-2016 - 8-2018
Group Complaints Manager at Castle Water
7-2014 - 8-2014
Project Development Officer (Part-Time) at Living Lerwick Ltd
6-2014 - 8-2014
Visitor Services Advisor (Summer Seasons 2011, 2012, 2013, 2014) at VisitScotland

Education

1-2019 - 12-2020
Masters of Business Administration - Global MBA from Alliance Manchester Business School
2010 - 2015
MA (Hons) from University of St Andrews

More Information

Social Presence :

Prographics :

Exp : 12 Location : United Kingdom Job Level : Mid-senior Designation : Head Of Customer Service at Castle Water
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Insights For Selling To Mary

During A Call Or A Meeting

DO's

  • Expect them to be vague in response to your questions, ask firmly and pointedly
  • Be firm in your communication and stay in control
  • Spend time addressing concerns around risk and change, they will have them even if they don't express them

DONT's

  • Avoid getting into storytelling mode, especially when they ask specific questions
  • Don't push them too hard to make fast decisions, give them time
  • Don't use phrases like 'do not worry', 'i promise' etc.

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Mary is

  • Adoption by others is very important to them, followed by confidence in ROI.
  • Will you ever get a clear answer from Mary

  • They don’t say no often, they push out the decisions or keep going around in circles.

Insights For Deal Planning

    How fast (or slow) will Mary move?

  • They don't like to hasten, so their speed of decision-making may be slow.
  • Can Mary take some risk or not?

  • They have little willingness to take risks, and prefer making calculated decisions.

You And Mary

Personality Compatibility


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