FEATURE youth) I had already said on my first call.
I was eventually picked up by a really interesting chap called George who worked for a contractor. He dropped me at Staffordshire services at 9pm after 12 hours on the road to begin Gearbox Blues Part II when my next lift didn’t arrive.
Eventually I discovered that by pressing the wrong numbers on the automatic call-handling system and pretending I had just been in a collision that I could get through on the telephone within 10 minutes. It was bad news. They had no-one to fetch me back. By this stage I was channelling Basil Fawlty and by way of appeasement was promised a hotel room for the night at the services where I was stuck.
As I sat in reception with a consoling can of beer waiting for the booking to come through I vowed to write to the breakdown company setting out my recommendations on the savings they could achieve by introducing an efficient model for everything including directing calls. I have no doubt they must have a large turnover of staff in their call centres. After all, who wants to spend hours making promises to fed up motorists
who they know will likely be let down?
Eventually at 11pm my booking came through but it was for 60 miles away heading south on the M6 whereas I was going north and no gears. Hats off to the heroic receptionist at the hotel chain at the services as he went out of his way to rectify the situation and eventually get me a room at midnight.
The irony was not lost on me when I received my renewal notice this weekend which guaranteed me ‘Peace of Mind’. I
have been too busy sourcing someone to rebuild my gearbox to give them the ‘piece of mind’ they are due from me but when I do, I shall tell the CEO that his highly trained teams both on and off the road are completely let down by the systems and processes they have to work with.
The lesson? Invest in giving your people the tools to do their jobs. Brand identity will only get you so far, and unfortunately for me that day, definitely not as far as Manchester.
ATTACHMENT SPECIALISTS
NUMBER 1 FOR ALL YOUR RE-HANDLING/ ATTACHMENT NEEDS
• New/used grabs for sale & hire
• Repair to all makes/models of grabs
• Cutting edges & blades for sale
T: 0161 225 9740 | E:
hire@mtk-breakers.co.uk sales@mtk-breakers.co.uk www.mtk-breakers.co.uk
We are dealers for
They’re here …
Manufactured by Craemer in the UK
The NEW Craemer neo4
1100L
• Strong, robust ergonomic design • Suitable for industrial appli- cations and any kind of high- volume waste operation
• Designed and manufactured to BS EN-840 standard
• Available in a range of colours and combinations
For more details contact our sales team on:
0800 032 4289
enquiries.uk@
craemer.com
www.craemer.co.uk Quality, the best value.
• Manufactured in one piece from food-grade HDPE
• Available as CB1 (1200 × 800 mm) and CB3 (1200 × 1000mm)
• Personalisation options available
• Weight: 34.5 kg (CB1) / 36.5 kg (CB3) • Volume: 470L (CB1) / 610L (CB3) • Available in a range of colours • Personalisation and RFID options available
The CB Pallet Boxes
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