Q&A with Marcus Heap

Kärcher are part of the Kimberly-Clark Professional Golden Service Awards 2020 – here, the GSA team interview Marcus Heap, Sales Director – Professional Direct at Kärcher UK.

Why has Kärcher chosen to be part of the Kimberly-Clark Professional Golden

Service Awards? Kärcher is proud to sponsor one of the most significant awards in the cleaning industry. A world-renowned event and organisation that attracts high quality companies, regionally and globally, across many sectors.

This year’s Kimberley-Clark Professional Golden Service Awards are particularly of interest as new categories have been added and we have enhanced our professional service offering, which is what the awards are all about.

What does the professional cleaning

industry mean to Kärcher? The Kärcher Professional Division is an immensely important part of the brand’s global business. Within ‘Professional’ we have an array of products, services and support on offer to customers. We thrive on, and are proud of our innovative, high quality products and services that have been part of industrial cleaning for over 100 years.

Kärcher offers solutions for every professional cleaning requirement, be it industrial vacuuming, ice blasting, in-built and inline machinery, interior and exterior environments, to name just a few. We also have an extremely well-trained academy of over 50 engineers and a dedicated national site support team who will enable our customers to use Kärcher product to its maximum efficiency whatever their required cleaning need.

professional cleaning industry? Professional machines are now required to be in constant use. Whether ‘in-building’ or ‘out-of-building’, the pressure on cleaning and maintenance is relentless, with exceptionally high levels of cleaning standards required at all times. This has a greater implication on equipment, staff and the environment.

As health, safety and wellbeing are hot topics, companies not only need to invest in reliable, long-lasting product but also must invest in a formal servicing programme. We


have seen this trend increase over the past few years and have adapted our product offering, servicing and customer support accordingly.

What services and support does

Kärcher offer? We are dedicated to constantly improving our service and customer experience and have invested in a national service organisation which spans engineers, field support, solutions support and sales. The Kärcher trained engineers specialising in commercial, municipal, retail and facilities management keep our customers cleaning all year round. They have all the tools at their disposal that help improve and maintain a high standard of service, including the new real time triage remote support service via mobile phone to engineer. This enables us to react quickly, providing an immediate basic service to ensure machines remain working at all times, allowing us to potentially resolve any issue without sending out a service engineer unless required.

Our Field Support team is dedicated to improving the service of our smaller product range. They offer site support and training in daily maintenance, best practise and best performance ensuring improvement on quality productivity and user experience.

Our Solutions Applications Team support and demo big equipment such as larger sweepers. They are experienced and highly knowledgeable cleaning experts, advising on the best solutions as well as offering consultation.

What challenges do you see in today’s What are you most proud of achieving

this year? Definitely the continuous improvement in our national service organisation.

I am very proud of our retail and facilities management service team’s dedication to improvement; this is proven in their world-class net promoter score of 77 (ytd) along with our Field Support Team accruing an even better net promoter score of 79 (ytd). This is a true reflection of quality of our service organisation which is well-respected and recognised by our customers.

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