Feature Customer Focus What does service means to you personally?
Well, customer service is the only way you grow your business. So it’s essential, good customer service is also my personal brand as well. So if we’re not providing good customer service, that reflects at the very least on me first.
Everything we do has to be customer service focused because if we get it right, everything comes off the back of it. If we’re saying we’re going to turn up at a job, turn up on that job. Customer communication is vital. So for me it’s everything.
Everything is to do with the customer and it’s the same in any business. I want that customer to say ‘yes, I want to work with them.’ Once I win a customer, I don’t like to lose them because it takes so long to win them. So I actually call it ‘customer loving’.
Because you’ve got to love your customer. That’s where we’re getting our revenue from. That’s where we’re getting our relationships and that’s how we build.
Career motivation What keeps you motivated in the industry?
I think for me it’s the use of technology now and also staff development. The differentiation for us, I’ve always said, it’s got to be staff development and training whether it’s in customer service, just on the job, whatever it is, that is so important and so many companies overlook it because it costs.
So the bottom line is the way the world has changed is just unbelievable. The robots cleaning, what cameras can do now with heat sensors. There’s certain stuff that is just absolutely mind blowing, like the health and safety kit. Recently I was looking at a hard hat and it’s got perspex across the top. So when the guys are looking up they don’t have to take the hat off to look up. Oh, so simple and that’s so good and it’s the same consistency, same standards as the rest of the hat and greatly increases safety standards for our workforce.
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Yesterday I was in a four hour meeting, very unlike me, but to set up a centre of excellence. So PTSG are going to have a centre of excellence. We deliver 170 service lines. So whether that’s electrical testing, working from height, water testing etc. But in that centre, we’ll also be covering the likes of customer service. From the way you present yourself, the way you talk, etc etc, for me that’s key and that is something I think gets overlooked. Sometimes it gets overlooked obviously because of cost. But at the end of the day, as I always say, your people are your asset. So if we have got the best people, we’re going to have the best company.
I hear the old saying, you know, if you invest in your people, they’ll leave. Well, if you don’t invest in them, you won’t have a business. So I think the investment and development of people, and of course technology. Look at all the AI stuff now, I mean, I wrote my kids a book for fun and it took me 10 minutes flat; a whole book and the pictures for them on ChatGPT, whilst sitting on holiday have a beer! I’m suddenly an author!
We combine specialist expertise with national scale – that’s what makes us unique.
Greg Ward, CEO of PTSG ”
Technology is just moving so fast and it’s just how we utilise it. We’re not FM, we’re compliance, it’s the sort of stuff that can get you in serious trouble if you don’t do it right. And we’re good at it. So yeah, it’s to make use of technology, and the biggest motivation for me is people development.
In Part 2 of our interview with PTSG’s CEO Greg Ward, we look at the company strategy and his vision for the future - another issue not to be missed coming soon!
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