will get an SMS to say the technician is on the way. We used to pick the phone up to ring them up and tell them. “What we’re trying to do is ensure that once the job’s complete, if there’s any issue on site that needs to be referred to the office, that happens in a quick and timely manner. “It’s not just about the man or woman on site using the equipment. It’s about ensuring that we feed all the necessary information back to the office. “This soft service is all part of the job. Service is not about just one aspect of the job. It’s about all aspects. It’s trying to raise the bar for us and make sure we’re giving customers the value they deserve.
that these guys take ownership of their centres. They work there and should feel like it’s their team. These are the people that make it run every day so they have to take ownership of it. The same goes for the MSSTs taking ownership of the vans.” The team are all singing from the same hymn sheet. Greg says, “The role of MSSTs can be undervalued and under appreciated – even by themselves. It’s important for us to recognise the tasks they face every day, but they need to recognise their value too. “You’re taking a broken piece of equipment and making it work – it’s an important job. Once the MSSTs recognise that they start to think, ‘What else can I do to add value to the service I give?’” Regarding his own work, Greg says, “I treat my work with Pirtek Basildon as if it were my own business. Colin and I have got a very close working relationship. We have always spoken a lot, he has the final say of course, but we run the centre between us. I don’t just turn up for work. I go to work and I enjoy every day I do.”
Basildon because he will be spread between two places but it will also add a new dynamic to the team.” Soft service Soft service is the buzzword in the Pirtek family. Colin explains, “We recognise the importance of the
“Pirtek’s not just about a piece of rubber hose, it’s about a service.”
According to Colin, he has a loyal customer base, though they are always looking for new business.
‘Soft service is all part of the job’
MSST going to site, replacing the hoses, getting the ticket signed off and ensuring that the customer on site is happy.
“Most of the work we do is for known
customers though a small percentage is individuals searching Google for someone to ‘fix my hose’. “Their service experience will determine whether they phone us again. It’s for us to show that they should contact us. The only way to do that is to make sure we deliver. “Even when you’re at the top of your game, you have to stay focused and recognise that there will always be improvements to be made. Communication with the customer is key.
“Equally important is ensuring the individual who placed that call is happy.
“It might be a plant hire company that we’re dealing with, a manager who isn’t in direct contact with us. So the user on site contacts that manager and says ‘Help, there’s a problem, can you fix it?’ That manager would then call Pirtek to get us to attend. “On receiving that call, our first action is to dispatch the technician and ring the site to tell them the job’s in our hands.
“I often think, ‘Could we have done that job any differently, could we have
“Harlow was a decision we talked about of course. It will have an influence on
“We now have an automatic text service, so when we log the job the site contact
UK 0800 38 24 38 ROI 1800 74 78 35 www.pirtek.eu
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