BUSINESS CLINIC 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.


HIREBUSINESS


PRODUCT SPOTLIGHT


Get an in-depth product review in our magazine by leading expert Peter Brett. Your review will also include a video posted to our YouTube channel and website.


Call 0161 482 6220 editor@toolbusinessandhire.co.uk to find out how we can get your product infront of decision makers.


31


TOOLHIRE+BUSINESS THE SPECIALIST TOOL AND EQUIPMENT MAGAZINE


The space saving wonder for mobile applications.


THE SPECIALIST TOOL AND EQUIPMENT MAGAZINE


Lightweight Versatile Robust Fast


March 2019 Issue 264 www.toolbusiness.co.uk


TOOLHIRE+BUSINESS


April 2019 Issue 265 www.toolbusiness.co.uk


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