M A G A Z I N E
done any better?’, always looking to make incremental improvements to the customer’s experience. “We’re not perfect and, as with anything, there will be some mistakes. You’ve just got to recognise it,
to provide a service, even when it is impossible to fulfil the initial requirement.
Graham says, “One simple thing we can do is tagging hoses with Pirtek labels saying, ‘This hose was visually inspected on this date.’ It takes the onus off them to find faults, saves the customers money and keeps them happy. “In the not too distant future, a dedicated van doing air conditioning recharging, hydraulic flushing and Total Hose Management would be good,” says Graham. “It’s all about broadening what we do for customers – Pirtek is ‘not just a hose company’. For automotive air conditioning recharging we can go out and replace air con hoses and then top up the system and give them a full recharge.” The last five per cent Colin May’s franchises are a dynamic concern, constantly looking for ways in which to develop their service offering and improve upon their delivery. “That’s the ethos we’ve been trying to get across at Basildon and now at Harlow too. It’s the last five per cent that makes a difference,” Colin concludes.
Graham says, “We go out of our way to help the customer. Even if you attend a job and you can’t fix the machine, you might be able to do something else that helps the customer. You may be
‘We’re constantly trying to improve’
rectify it and not do it again in the future.”
able to offer advice such as to keep more spares on the vehicle or on site, which you can supply, to minimise downtime and reduce costs.”
Colin is clear that the buck stops with him.
“If we’re repeating a mistake, it’s my responsibility to pick it up, deal with it and find an answer. If it’s an operational thing it might be something for the centre manager to recognise. “We’re constantly trying to improve, constantly evolving. There’s no presumption we’ve got it right, ever. “What you’re competing on is service. From a customer’s perspective, that’s what makes us different. “It’s the customer’s perception that determines who’s number one. We have to deliver every time someone picks up the phone. It’s not about my expectations, or the technician’s expectations. It’s about meeting and exceeding the expectations of the customer, how they feel you’re delivering the service and whether you are delivering value for money.” Customer feedback is critical to these ever-improving standards. “If my phone rings and a customer says, ‘You’ve got it wrong,’ my attitude is, ‘Thank you very much for bringing it to my attention and let’s go away and try to do it better.’” Going the extra mile Another factor that Pirtek Basildon emphasises is going the extra mile
Greg agrees, “I’ve said to my MSSTs “When you go out to a job, if it’s something that we don’t normally do, you’re unsure or if there’s a safety issue, don’t say ‘Sorry, we can’t do this job,’ say ‘This is the issue we’re facing and this is what we’re going to need to take it further. How can we help?’” One respect in which Pirtek Basildon and Harlow can provide an extended service is through Total Hose Management.
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