WHAT’S NEW?
DISCOVERING THE TRUE VALUE OF PEOPLE AT
PPSPOWER When the Covid-19 pandemic arrived in March 2020, a virtual closedown of many industry sectors forced a lot of companies to cease trading, while others had to reinvent themselves to survive.
In the fast-moving world of mechanical and electrical engineering, PPSPower is one of the industry’s success stories. An unwavering approach to customer service is at the heart of its consistent growth, but it is the company’s investment in its people that has really paid dividends in recent times.
PPS provides generator and UPS (uninterruptible power supplies) installation, maintenance and repair solutions. From its base in Yorkshire, a spirit of openness and honesty resonates throughout the company. Every employee enjoys an individual programme of development and receives recognition for a job well done. But more than this, a proactive approach by Managing Director Stephen Peal to mental health is seeing the company tackle an issue that statistically affects 14.7% of employees.
Investment in occupational health and mental health training
Last year, Stephen attended a course to become a Mental Health First Aider (MHFA) and has since supported many employees and helped other managers in the business to deal with performance management issues in a much more positive and professional way.
This qualification has helped Stephen to improve his leadership skills because having an understanding of mental health has enabled him to better understand each of his staff as individuals, exploring ways in which they can develop professionally and personally. Adding to this, PPSPower also provides all staff with a confidential Employee Assistance Programme (EAP) provided by
BUPA. This gives all employees a 24/7 confidential access to a team of qualified counsellors, who are at the end of a phone to offer counselling and lifestyle support, such as financial advice. Occupational health assessments are also underway for employees, along with other initiatives to ensure the health and happiness of all is kept at the forefront.
Looking ahead, PPS will continue to keep staff welfare at the top of its agenda, alongside service excellence.
Record-breaking growth during the pandemic
Like almost every other business, PPS has faced a huge challenge since early last year. However, due to some forward-thinking in embracing technologies (as well as some good fortune) the company had recently established cloud-based systems for all of CRM, parts, planning and field software – in addition to cloud-based telephony. This meant that at the height of the lockdown, its specialists were all able to work freely from home without any effect on customer service and departmental communication.
This has seen PPS grow rather than diminish, as many competitors did. The last 21 months have seen nine new people taken on in a variety of roles including inside sales, coordination, field engineers – plus an apprentice. That’s quite an achievement in a climate of huge economic uncertainty.
Company values redefined
To reflect the central importance of people to PPS – both its employees and its customers – the company has clarified its values. They are centred on reacting swiftly and appropriately to clients’ critical needs, going beyond expectations and ensuring that the company’s mantra, ‘Failure is not an option’ is upheld at all times.
Behind the focus on customer service is a structured programme in which staff operate. Each role is well defined and forms part of a reporting structure so that
every action is managed by the most competent and experienced person. Every member of staff, regardless of their role, takes a professional approach to their work. As a result, clients come to expect the best every time. In return, this is rewarded with excellent remuneration and staff benefits.
As a further way of upholding its customary high levels of service, PPS has implemented a new way of gathering feedback. A cloud- based system called Customer Thermometer allows clients to give their feedback in one simple click using icons. If anyone returns a ‘Poor’ verdict, it can be followed up and addressed immediately. Looking at the performance of PPS over the last two years, ‘Excellent’ looks to be the most likely response in all areas.
www.ppspower.com 16 | TOMORROW’S FM
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