Being just 30 miles apart and separated only by the River Thames, this change created a unified force, bringing two teams together, working with a single customer base.
From the drivers to the operations managers, the aim of the merge was to provide an efficient and cohesive team, quicker response times, improved communication, and a seamless experience for our customers.
Andrew Muir is the General Manager, based at the Maidstone branch. Andrew works with Dane Kierstenson, Contract Hire Manager, based in Brentwood, and Andrew Thackrah, Sales Executive, based in Maidstone.
A typical workday for the South East team starts with a regionwide, all inclusive, Teams call to ensure a smooth-running day, including the alignment of driver plans, addressing overnight customer issues, and reaching out to both new and existing customers.
Andrew feels that communication across the branches is natural. He said, “I can contact whoever I need to, no matter where I am in the region to consult and quickly solve any customer challenges that arise, so for me and my customers, joining the two branches has been very positive.”
Before any vehicles leave the depot, it becomes another team effort to ensure we maintain the highest of standards. In readiness of smooth handover, the vehicles are cleaned and pre-hire checks completed. Its only when we are all comfortable with the quality and they meet expectations that we release the vehicles to the customers in the South East and bring the Smarter Asset Strategy to life.
Everyone within the region collaborates to get the work done while providing the best possible customer experience, whether that’s by completing yard checks, picking up customer queries, or supporting the sales team through rental management.
It was a natural progression to join the teams under one management, working even closer together to keep the customers happy and supporting each other.
Working in a fast-paced business with a growing customer base, the entire team is keen to expand their influence in the area, while opening new avenues and reaching greater heights.
Andrew Muir commented, “There’s a buzz to getting a new customer on board with our Smarter Asset Strategy. It’s motivating to reach out, move forward, listen to our customers, and deliver results using our consultative approach.”
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