Customer service like no other
customer communication. This has been implemented through making sure engineers are “popping in and having little chats” and “calling in and checking” with customers once a job has been completed. When asked about the operation behind the success stories coming out of her centre, Kellianne described how the campaign needs to be executed delicately. “We call the customers straight back once a job has been done to check in and they really appreciate that, but we do this without pushing too far. Our system dictates whether you call them back again in 30 or 60 days, but sometimes I push it to 90 just to give the customer some space. “What happens then is that the boys, who mostly work on industrial sites, are approached by companies asking for things like hats or pens with the Pirtek logo and number. This is because the customer now knows that if they give us a call they won’t get pestered but will be given great attention.” This astute way of handling the needs of customers has proven extremely successful, with businesses being “really happy” with the hands-on work and friendly communication that Pirtek Bristol offers. A case in point was when Bristol engineer, Aaron Iggo, was called out late at night to do a repair on a vehicle for Cleveland Cables. The company could not have been more pleased with his work, with one of its employees praising Pirtek’s engineer and the centre. “He was a nice pleasant chap and the centre responded with short notice even though it was late at
When we think of Pirtek, successful customer relationships spring to mind as centres across the country are constantly going above and beyond to show how the Pirtek name will always be associated with dedication and top-class service. The whole Pirtek team would not hesitate to give bespoke assistance wherever needed, dedicating itself to the customer, whether it’s sponsoring a nationally renowned racing team or fixing up a personal air-conditioning unit. Pirtek Bristol customer relationship manager, Kellianne Gray, has been working to establish the centre as one that puts its customers first, initiating a new campaign that targets local businesses by ensuring a larger first-hand presence of MSSTs and constant centre-to-
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