We have so much experience with contractors that we could write a book on it… but don’t worry customers – we won’t! We appreciate the fact that our customers in this field all have their own preferred methods of handling their contracts so we adapt our service to their needs, One large FM company in the south-west was becoming totally frustrated with their previous filter supplier who was promising certain lead times only for their engineers to find nothing on site when they arrived. This was made worse by the shrug of shoulders and don’t care attitude when trying to sort the problem out. Thankfully we were recommended to the company by another contractor (thank you!), and we had soon taken over the reigns of the filter and belt supply. Our customer provided us with a full PPM schedule and asked us to ensure that the orders were on site a few days before their engineer was due to visit – we were given plenty of time so everything runs like clockwork we’re glad to say! On the odd occasion when the engineer can’t find a delivery he can just ring or email us and we instantly give him the POD details so that he can take it up with the site.
Of course the odd thing always goes wrong – we are only human after all! – and it’s then when we really click into action. We will bend over backwards to get replacements out as quickly as possible as we know how important these items are to the engineers – our MD has always said that you don’t know how good a supplier is until something goes wrong, so no pressure then!