Customer service like no other
hand presence of MSST’s and constant centre to 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. This focused and committed attitude has resulted in the centre raking in displays of gratitude ranging from emails to sticky notes. 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. One particular example came about 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, Jerry, having a steady flow of praise for the engineer and the centre. “He was a nice pleasant chap and the centre responded with short notice even though it was late at night. He was very knowledgeable about the product and was quite happy to stay on a little longer. He really made a stressful situation, it being late at night and needing to get the vehicle up and running again quickly, an easy and pleasant job.”
When we think of Pirtek, successful customer relationships really do come to mind as centres across the country are constantly going above and beyond to show how the Pirtek name will always be connected to dedication and top-class service. The whole of the Pirtek team simply would not hesitate to supply one of a kind assistance wherever needed, dedicating itself to its customer whether its sponsoring a nationally renowned racing team or fixing up a personal air-con. It is therefore no surprise that Pirtek Bristol have a great deal of success stories to share! Customer relationship manager, Kellianne Gray, has been working to establish the centre as one that puts its customers first. Initializing a new “campaign” that targets local businesses by ensuring a larger first-
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