David ‘Brent’ Plank is back with the second instalment of his musings as the PGS Ops Manager...
Hi world, me again.
Following some constructive feedback from my first blog entry (mainly from family members) I’ve tried to steer away from corporate catchphrases where possible.
This month, I’ve been working closely with our engineers to make sure that the feedback received from our customers is shared with the people that matter. These guys are the face of PGS (all pretty ones at that) and its essential that we work together.
I’ve recently started calling all of our engineers on a weekly basis to catch-up with them to see how things are going and gather their ideas for improvement. Given the range of expertise and services offered, there’s rarely a dull minute. From Pest Controllers to Electricians, Gas Engineers to Drainage and Handymen, we have a broad spectrum of guys out there. It’s been really encouraging to hear their thoughts first hand and what they like about their job; satisfied customers, pride in their work, tea and biscuits, and hear the challenges they face; lengthy traffic jams, parts suppliers, need for consistent communication. So far, we’ve been able to change a number of things for the benefit of customers and engineers that have saved that ‘unnecessary call’ and frustration.
I’m also working closely with our supervising engineer, Michael, to meet the engineers and quality check the works conducted to ensure the highest standards are set. These quality checks follow a structured list of requirements and are measured and monitored to make sure we learn and develop. They also act as a great opportunity to meet customers on site and hear their side of things.
Lastly, those clever guys in our marketing team (locally known as the ‘Arts and Crafts’ team) are creating on-line staff and engineer profiles, giving our customers the opportunity to meet the team and see the skills that we have to offer before even calling us. Watch this space.
I’ll stop there, before my next family outing becomes a feedback frenzy.
