M A G A Z I N E
Spreading the word The man responsible for selling the service is Phil Pace. “The main thing is to ask the customer what they do currently to monitor the condition of their oil and their systems. It’s key for us to emphasise financial and time savings. “Where you’d normally get to site and the customer would say ‘I want a pump’, we say, ‘Why did the pump fail?’ We want to be able to tell them why the component failed and what he needs to do to prevent that failure happening again. “We do a free survey, find out what equipment they’re using and whether it’s appropriate – are they using the correct oil and is it maintained at the level of cleanliness required by the system. Once we’ve done this, we offer solutions based on that information. “In the past, we’ve gone to customers and asked, ‘Who looks after
your hydraulic systems?’ They’ll say ‘such and such a company,’ but they don’t actually know what that company is doing or whether anything they’re doing is of benefit.” Ian and his team tailor their work to the customer’s needs, Phil says. “We contact their purchasing department to find out what they’re buying. We contact the maintenance team to find out how much downtime they have. We will improve on that. But we need to look at the system and the oil in depth first.” The customer might be changing a pump or valve every six months but that could be down to the lack of cleanliness of the oil. Ian is in no doubt about the benefits. “There is no doubt you’ll save money – without fail,” he says. “We can put someone in to do the survey in a couple of days. If something’s a show stopper, we’ll drop
everything and get there straight away. A machine that’s down is a higher priority than one that is working but hasn’t been looked at for 12 months.” Phil is positive about the future. “This is a land of opportunity for us to explore. It is the next thing and it is going to be our biggest growth for the next year. We want to demonstrate to other depots that there are potentially greater margins than in hoses.” “We’re passionate about what we do and we’re trying to make a difference,” Ian interjects. “I just need someone to ground me because I’m so enthusiastic. We go in on the back of hydraulic hose work we’ve done and expand upon that relationship. “Nobody else is doing the hoses and the hydraulics systems,” Phil concludes. “We can use that to benefit customers and ourselves.”
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