A Customer Care Story We Can All Learn From

Ian Betts joined Astley Hire's Tool Hire Division just 5 month ago. He started his career with Lifting Gear Hire, a growing, successful, customer focused company. He served his time and grew up with the ethos "Looking after your customers is the foundation of success". It gave Ian job satisfaction, customers appreciated the effort he put in and his employer valued him, business went from strength to strength.

Ian was happy with his prospects in hire industry but this came to an abrupt end. The company's success was spotted by a National Hire company and it became a target for acquisition. The takeover soon brought big changes to the focus of the business. In came a ruthless regime of targets and short-term profiteering. The ability of staff to treat customers right had been stripped away.

The job had changed for Ian, the satisfaction had gone and previously loyal customers drifted away. Staff turnover increased, product knowledge was lost, business dropped off and redundancies followed.

After a false start with another hire company, Ian approached Astley Hire. Something clicked for Ian, here was Hire Company that has built its business by putting it customer service as a top priority. A family owned business with goals that went further than the next monthly profits. Astley Hire saw that Ian would fit well and that he had skills and knowledge to improve the service available to customers.

With the help of the Tool Hire team, Ian has been getting to grips with the wide product range, learning the capabilities, applications and customer requirements. He's getting to know customers, building those all important relationships that make doing business so much easier, more efficient and enjoyable.

Ian is now looking forward to bringing his extensive knowledge of Material Handling and Lifting to the benefit of Astley Hire customers. Plans are in place to bring in more lifting equipment for specialist and general applications. Chain blocks, winches, hydraulic jacks, telescopic lifts for hire and have webbing slings and ratchet straps for sale.

Ian's experience in the Hire Industry demonstrates that good staff, when allowed to, make a difference that really matters. National hire companies have their own priorities. Staff like Ian, help Astley Hire customers get that bit extra.

Ian Betts, Astley Hire Tool, Hire Desk Controller

To get in touch with Ian, email ibetts@astleyhire.co.uk or call 01942 608822 extn. 213

For more on the Tool Hire range visit www.astleyhire.co.uk/tools

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