highly detailed “black boxes”. No matter what industry or application our MSSTs find themselves working in, they are armed with all the health and safety information they need to ensure their own safety, the safety of the customer and the safety of those around them.” Pirtek Basildon was also one of the pioneers of Pirtek’s recently introduced Customer Relationship Management software system and May is already a vocal advocate. “I liken running this business to filling with water a bucket with a hole in the bottom. You need to be constantly topping up the bucket to replace those that – for one reason or another – have fallen out of the bottom. The Pirtek CRM system allows us to do just that,” he says. “One of the key challenges of running a service- focused business is that you don’t always hear about a dissatisfied customer. They just move on and you never hear from them again. Using the Pirtek CRM system, we can follow up all our customers, make sure that we’re speaking to the right people at the right time and reinforce relationships at all levels within that customer.”
In his 22 years with the Pirtek business, May has seen many changes. The two-way radios used to keep the centre in touch with MSSTs have long since been replaced by mobile phones. More recently, the company has developed a highly sophisticated app that allows customers to contact the centre directly at the press of a button on a mobile device. He has also seen Pirtek grow from a company that was best known purely among its customers to a brand that enjoys a huge exposure as a result of its sponsorship of a British Touring Car Championship team. One thing that hasn’t changed, however, is May’s work ethic and his belief in the Pirtek brand. “When a customer calls us, I want them to receive high-end, top-notch, reliable, professional, trained and safe service,” he asserts. “That’s what the Pirtek brand means to me and that’s what our customers expect.” May is too modest to admit it, but his drive and enthusiasm – evident when he was a 19-year old trade counter assistant – has helped establish him as another Pirtek success story.
“I am a big part of a small business that’s a small part of a much bigger business and that’s a nice place to be. I run a small business in Basildon but my company name is splashed all over a touring car that gets mass exposure on ITV,” he concludes. “I see nothing but positives from being a part of a franchise. Pirtek has been good to me.” To view an exclusive video of Colin May talking about his rise at Pirtek Basildon, visit: https://youtube/ E1O00E6fRtY
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