Customer service crown handed out in capital

Rachel Marsland from Terry's Tatos took the top spot

The capital’s finest customer service stars have been honoured at a ceremony in Douglas City Council Chamber.

The 2026 Customer Service Champion Awards recognise the people who make the city centre a welcoming place for all.

More than 5,500 public votes were cast for the eight finalists, with Rachel Marsland of Terry’s Tatos, taking the top spot.

The initiative is run by Douglas City Centre Management.

When asked about her approach to service, Rachel says: “Treat people how you’d like to be treated. Be kind, be present and make every customer feel welcome and appreciated. Terry was very much like that… To receive this award is something we are extremely proud of and I hope he is looking down too.”

Rachel received the Customer Service Champion Trophy, a plaque, and £200 in vouchers

Runner-up went to Kenny Susaya from TK Maxx, and third place to Connie Watson of Wine Down, who says: “Great service is being a friendly and familiar face to regular customers, and making someone’s day better regardless of how it’s started.”

The other five finalists recognised for exceptional service were Romilda Dentith (Café Royale), Nathan Stephens-Silverthorne (M&S), Mirella Annis (Boots), Daren Connor (TG Jones), and Jack Bridson (Devereau’s).

Mayor Steven Crellin praised all finalists, saying: “Reading the public comments was incredibly heart-warming. You should be extremely proud of yourselves, as are your managers and everyone at Douglas City Council.”

Douglas City Centre Manager Oliver Cheshire adds: “Providing excellent customer service doesn’t just make someone happy in the moment; it gives them a reason to return. The campaign reached more than 360,000 people on Facebook alone, showing the city recognises and values the talent in our businesses. We can’t wait for next year.”