The business reports steady demand across its equipment fleet, with customers hiring items ranging from Makita power tools, Hilti breakers and Stihl cut-off saws, to Kubota minis up to 5 tonne and Terex dumpers. “As part of our commitment to quality, we will continue replacing older kit as well as buying additional equipment to expand the fleet throughout the network by up to, say, 20%,” said Thomas. “Having more machines available will reduce the need for inter-depot transfers, lower our carbon footprint and increase profitability.
“One thing we will never do is purchase solely on price. For example, we buy Hilti breakers because they are high quality and we know our customers will be satisfied.We want them to complete whatever task they are undertaking quickly and successfully. Smiths aims to offer high-quality service quickly to customers throughout our region. It’s like a comparison between McDonald’s and a Michelin star restaurant: both will feed you, but the quality of the experience is different.
review charges and procedures accordingly.We are also benefiting from Syrinx’s Workshop servicing module, CRM, document scanning, detailed reporting and web portal facility, enabling clients to log on and download invoices and other documentation, saving our staff considerable time. By making this sort of investment when general market activity has been quieter, we will reap the benefits when the upturn really comes.”
Quality standard
The business continues to look ahead positively. It has started the process to achieve the ISO 9001 quality management standard throughout its operation, and it will shortly re-locate the Blackburn depot to new premises just half a mile away from the existing location. At 12,000ft2
the new premises are five times larger, allowing the operation to expand its customer base even further. The Manchester premises offer considerable storage and workshop space.
“We are winning customers who previously had national agreements with national hirers, which cannot compete with our provision of service at local level. That’s why we are constantly reviewing and developing our depot network. As an independent, we have the flexibility to do this.We deliver to site when we say we will, and customers comment on our service, which gives us immense satisfaction. Of course, when you perform well, you are pushed even harder as customers begin to expect an even faster service when they have an urgent requirement, and staff have to respond to provide this service. However, this comes at a cost, and one area we will not compromise on is charging a sensible hire rate. Pricing is an issue our industry really needs be tough on.”
Analysing customer profitability
Twelve months ago, the company changed its computer system to Higher Concept Software’s (HCS) Syrinx program, which David Smith says has brought significant benefits. “HCS has developed certain functions specially for us to analyse the profitability of serving particular customers, not just in terms of hire revenue, but also according to our operating costs like transport and fuel.We can
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This month, Smiths Equipment Hire marks 40 years since the hire business became a separate registered company, having originally developed out of the family’s long-established coal merchant and haulage operation. Coincidentally, the local Blackpool FC football team was promoted to the Premier League this year, having been relegated from the top flight back in the 1970/71 season. The town is relishing the club’s Premiership status and, with its progressive approach and continued commitment to quality, Smiths is a premiership independent that Blackpool, and indeed the northwest, can be proud of.
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www.smithshire.com
Tony Grimshaw is Depot Manager at the new branch.
The new Blackburn premises will be open by the end of the year.
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