In the Pipeline Q2 2019


“Only about one per cent of the waste that comes in here goes to landfill, if that,” says Steven. “That’s carpets and mattresses, that kind of thing, complex structures with more, different materials bound together.” Wm Russell and Sons started working with Pirtek at around the time it began recycling in the 1990s. “We were still doing a few scrap cars at that time, 24 years ago... I don’t think my dad would have regularly used anyone else,” says Steven. Ally Thomson, general manager at Pirtek Kinross, interjects, “Your dad did tell me he was going to give one of the competitors a try but I remember him coming back to me later and saying ‘I’ve tried them out but at the end of the day, I’m just not getting the service.’” Steven agrees, saying, “We have built up a relationship over the years. We’ve got to have trust between us or it wouldn’t work.

With an MSST permanently on call, Pirtek promises 24-hour service. However, this is not the primary concern for Wm Russell. “We’ve got articulated lorries down in Hartlepool that stay overnight so if anything happened down there, they might need help, but usually they’re parked up at that time. “If they do need something done at eight o’clock at night, unless it’s desperate we try to leave it for the morning. “The best thing for us is probably the one hour expected arrival time. We very much appreciate Pirtek’s commitment to be as fast as possible.” Pirtek expects its engineers to arrive within an hour in normal circumstances. This obviously depends on many factors such as the relative location of the site and the mobile workshop, traffic and workload. The important thing is communication, Ally says.

“I’ve hammered it into our guys that if we cannot make it and we know we can’t make it, we have to tell you. There’s nothing worse than sitting there thinking, ‘Come on, come on, what’s happening?’ “I’ve always said if you realistically think it’s going to be an hour and a half or two hours, you’re better saying that. It gives the customer options.”

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