EXECUTIVE REPORT continued
Repairing customers’ equipment is an increasingly popular service.
but invariably all arrive much earlier and leave late because we enjoy what we do. Each of us is trained and prepared to do any task, from driving to PAT testing, to ensure we get the job done.”
One of GR8’s first employees was Nick Evans, who is currently Depot Manager, and has known Josh Thompson since school days. Like others in the team, he started as a driver and learned on the job. “Previously, I was a personal trainer at a local gym. I enjoyed it, but wanted a new challenge in a different field engaging with customers and building new contacts. Josh suggested I spent a day at the GR8 hire desk to see if working there appealed, and immediately I was hooked by the diversity of the job and the company’s focus on service. Starting as a driver, you quickly learn about the equipment, how to demonstrate it and how to interact with your customers.”
“We support customers wherever we can. Over the Christmas period we are contactable on our mobile phones to deal with emergency hire requirements. And recently, when a customer was unfamiliar with a machine they were hiring, as well as fully demonstrating it on site, they were able to phone us out of hours to ask a question about it and get the job finished. They were delighted, and that gives us a great sense of satisfaction.”
Service and repair work
GR8 is undertaking an increasing amount of work repairing and servicing customers’ equipment, co-ordinated by Workshop Manager Martin Stinson - the only other employee with hire industry experience, having previously worked with Speedy. “We used to send such business out to a local tool dealership, but it was taking them weeks to turn it round. There are few other companies offering this service locally, and is a good source of additional revenue. It also introduces more people to us, giving opportunities to hire equipment to them in the future. In addition, we win more work by being very active on social media, responding to posts from people who are looking for a supplier in our area. We find that an increasing number of contractors and tradesmen are using the likes of Facebook and Twitter for their businesses.”
The company is serving customers across an increasing area.
For its equipment fleet, the company standardises on established brands that it believes represent high quality and which users will recognise, such as Husqvarna cut-off saws, Youngman Boss tower, Wacker Neuson compaction plates, Belle mixers, Kubota mini excavators up to 3 tonne, Milwaukee power tools, and lighting and heating products from Birchwood Price Tools (BPT). Day-to-day transactions are managed using Syrinx software from Point of Rental.
Hire fleet doubled
“We doubled the size of our fleet last year in order to meet demand,” said Josh Thompson, “and we are attracting customers from across a wider area. We are making deliveries to Bedford, Stevenage, Northampton, Cambridge and parts of London, and we charge a sensible transport rate. We have surpassed our growth expectations. Our year-on-year growth in three years has risen by 25% in the second year, 45% in the third and now 58% in our fourth.
“We are scrupulous about the presentation of our equipment and premises. Products are kept clean enough so that they could be placed in the hire shop if necessary. This also conveys a positive impression and it makes people who are from outside the construction industry, and who are not familiar with hire, feel comfortable. And if your kit is in good condition, it sets an excellent example and the equipment will probably be treated better, with the respect it deserves.
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GR8 is involved with a breast cancer charity, Together-in-West- Essex, and has helped raise over £25,000 in the past two years with two 10km runs, and a 5km walk will take place in October. Their latest idea is a hat challenge, whereby a GR8 woolly hat is given out with a pink ribbon, and each week the best photo posted on social media or emailed will have £50 donated on the sender’s behalf.
Josh Thompson says GR8 has plans for future expansion, with multiple locations in mind. “This should create more opportunities and, quite simply, if you focus on excellent service and customer care, you will win more business.”
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www.GR8toolhire.com
The hire fleet has doubled in size last year to meet growing demand.
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