Throughout December and early January, Joanna spent an inordinate amount of time working on a project for Philips—now a major account for Crown—and demonstrated a willingness to go "beyond the call of duty" to help the client.

In November 2009, Shân Norman, GMS director, Europe, was asked to provide benchmarking property reports for two cities—Amsterdam and Shanghai—within a very short amount of time. The purpose of the reports was to establish how effective, professional and responsive Crown is in compiling and providing such data, which the prospective client would then use to set their expatriate property budgets in the selected locations with the ultimate aim of obtaining cost efficiencies.

Shân reached out to the Malaysia Shell team for assistance because she knew the team was capable of providing high quality client reporting, as they always do for Shell. With the help of Crown colleagues in Amsterdam and Shanghai, Joanna was able to create the two test reports for the prospective client's consideration, in less than a week. Several phone calls and discussions then followed with Philips representatives who stated they were "Delighted at the Professionalism" in Crown’s property reports. As a result of “delighting the customer,” Crown was awarded the job of creating reports for 13 other cities around the world where Philips has significant numbers of expatriate employees (in some of these cities Crown does not have any presence).

The result of this work is that Crown has raised the standard of its client reporting. Joanna will eventually make all the property reports generic and available through the Crown Library for other offices to access and use as they see fit.