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Mystery shopper is pure gold for Lyndhurst funeral director

A surprise visitor from New Forest District Council was overwhelmed by J & L Sturney Funeral Directors’ customer service, giving them gold in the Up Your Game, Up Your Gain 2019 initiative.

Lyndhurst-based Funeral Arranger & Administrator Helen Osment chatted at length with the mystery shopper and offered refreshments, prompting New Forest District Council to award the top accolade.

Helen said: “We’re proud of the service we provide at J & L Sturney Funeral Directors with our families and local community in mind, so I didn’t hesitate in entering the branch for the initiative.

“I gave advice to the mystery visitor as requested, made up an information pack and chatted over refreshments. She left thanking me for all my advice and attention.”

Some 26 companies applied for Up Your Game, Up Your Gain 2019, an initiative that gave secret customer experience reviews of businesses in Lyndhurst town centre and awarded bronze, silver and gold certificates based on their hospitality.

The initiative was created by New Forest District Council in partnership with the Lyndhurst Chambers of Commerce and customer experience specialists insight6, to give businesses tailored advice on their customer service.

Hilary Brand, Councillor at New Forest District Council, said: “It is testament to Helen's hard work, dedication and cheery disposition that J & L Sturney took one of the top spots.”

Helen said: “I was so thrilled. I am proud of the branch and surrounding community because New Forest District Council was so impressed.”

J & L Sturney Funeral Directors were given their certificate of achievement at an awards ceremony in November, which celebrated business excellence in Lyndhurst.

For more on J & L Sturney Funeral Directors, part of the Funeral Partners family of high-quality funeral businesses, see

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