EXECUTIVE REPORT
Powered access machinery has
proved popular since its addition to the Miles fleet two years ago.
Miles better service
A focus on providing outstanding service is one of the reasons behind Miles Hire’s continued expansion. Alan Guthrie reports.
Swansea-based Miles Hire’s strong commitment to customer service at all levels of its business is helping the company to develop its operation and expand its reach.
As Director Ryan Miles told EHN, “We are 100% focused on service and it is our number one priority. It differentiates us from the competition and, because our customers appreciate it and recognise its value, we don’t have to get involved in a price war to win business.
Ryan (left) and Darren Miles with their well-deserved Passionate Hirer Award.
“It’s all about engaging completely with customers. Instead of just saying, ‘Here’s the mixer you ordered, goodbye,’ we ask about every
single aspect of the customer’s project, what else they might need now and in the future, and how else we might be able to help.”
Founded in 2003, Miles Hire has three depots in Swansea, Cardiff and Bridgend. The business is run by Ryan and his brother Darren, a co-Director, and it has a team of 19 people. At the 2019 Executive Hire Show, the company was presented with a special Passionate Hirer Award for Outstanding Customer Service because staff scored astonishingly highly in the mystery shopping tests that were part of the overall judging process. Personnel were consistently helpful, friendly and positive, offering advice and guidance clearly and courteously, while suggesting other equipment for aspects of a job that the customer might not have thought about. They demonstrated a level of professionalism and passion for hire that merited special recognition.
“That sort of pro-active attitude is the bread-and-butter of our operation,” said Ryan Miles. “If someone hires something from us, we want to see if we can hire more to them and back it up with excellent service. Any business can say they are cheaper, but we are offering more, which customers value. Darren and I try to lead by example. We visit all the depots regularly, shadow new staff to support them, and we encourage customer feedback to show how
55
well we are doing. We are always visible so that anyone can approach us at any time.
“Everyone in the business is driven by the concept of service and they realise that they are the public face of the company, whether they are behind the hire desk, in the workshop or making a delivery.
“Each member of the team has been on an ION leadership course led by Swansea University. It is designed to develop the skills of managers and decision-makers. Participants rub shoulders with professionals from other industries and this builds confidence in dealing with customers and doing business generally. It motivates them further and we hope it makes them realise that they are a valued part of our team.”
The business is also moving forward in other areas. Mobile staff have been issued with PDAs that integrate with the company’s Syrinx hire software system, and enables orders to be processed immediately onsite. In the future, Miles Hire plans to introduce an online service so that customers can book equipment via its website.
An additional team member will join the Cardiff depot shortly to meet increasing business levels, and there are plans to expand the Swansea head office. This has been made all the more necessary by the company’s growing fleet, especially following the addition of powered access machinery.
“We are winning new business further afield, with regular deliveries now into Newport and over the Severn Bridge to Bristol,” said Ryan Miles. “We are now serving customers across most of South Wales and they appreciate our service. Some tell us that they already have full order books for 2020, so we are very positive about the year ahead.”
www.mileshire.co.uk
An additional team member will join the Cardiff depot shortly to meet increasing business levels.
•
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90