NEWSDESK


drain TRADER


Service has never been so important


“The newnormal”, “These strange times”we’ve all heard these phrases and similar ones enough for our lifetime this year alone, as, much like theword Brexit, they have dominated the headlines, airwaves and socially distanced conversations over the past few months. Withmuch of the country subjected to redundancies & the furlough scheme, therewere plenty of industries that not only had to “carry on”, but they had to handle greater pressures than perhaps theywere set up for, not tomention the new, and in a lot of cases, very restrictiveworking conditions. So,with the government specifying the drainage industry in the “EssentialWorkers“category we knewthat at Scanprobewewould have a responsibility ourselves to help keep our customer’s camera systems operational and on the road asmuch as possible. Thismeant therewould be a newlevel of pressure and importance upon Scanprobe as a company, and our ServiceDepartment especially. “I’ve got a lot of belief in the guys in our ServiceDepartment;we have a lot of experienced heads there, and they’ve always been taught from the get-go that our customers have customers, and everyone in this chain expects and deserves the best. I amvery proud of howthey have all stood up to the challenges thatCovid-19 has thrown up over these pastmonths and continues to put to themon a daily basis.” JonBarry,Owner&ManagingDirector


And“challenge”is a goodword to use, as by definition a challenge is something to compete against, rather than shy away from. As the government guidelines changed,we continued to adapt our approach to business tomake sure that customers and staffalikewere protected


first and foremost,whilst still being able to provide a service that so many relied upon in themonths followingUK lockdown. We had a complete overhaul of the areas of the businesswhere customer&staff interactions occurred, andwhere thesewere unavoidable,we brought in newmeasures to ensure that everyone could go about their daily tasks in a safe environment.NewPerspex screens have been fitted in the trade counter area,which has been operating a one-customer-at-a- time policy and undergoing a strict cleaning process. ”When the lockdownmeasures came into playwe had to react promptly and decisively, really to showboth our customers and our staffthatwe had a handle on things froma Scanprobe perspective. To give themessage that if you need to get your camera serviced or repaired, you could, safely.Together,my teamhave really risen to the challenge, and been open to and understanding of the changes that have beenmade. Most importantly, thanks to their commitment and effortswe have been able to safely remain open and fully operational throughout thisCovid-19 pandemic. AdamJones,ServiceManager


With over 20 years’experience in our industry,Adamis a strong asset in the ServiceDepartment, and company. Managing to juggle team moralewith job urgency and quality of output, allwhilst keeping calm under pressure is an invaluable skillset, and these qualities all came into play throughout this lockdown period. Adamcontinues: “Like plenty of other companies that have been operational throughout this pandemic,we have had large periodswherewe have been stretched to capacity and then some; suchwas the nature of the


78 drain TRADER | August 2020 | www.draintraderltd.com


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