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Across 50 of 211 Google reviews analysed, the clearest pattern is that Mark and Suzanne personally follow up on deliveries — not just when things go wrong, but proactively: tracking parcels through road closures, calling after-hours when a parcel was wrongly addressed, and confirming international deliveries landed safely. That level of ownership is what separates them from a drop-and-forget courier counter, and it's why repeat business from small operators (galleries, accountants, expo vendors) shows up frequently in the sample.