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e billingNew e-billing service for all our customers

We are always looking for new ways to make your life a little easier and to do our bit for the environment.  As soon as you let us know, we'll switch from sending out bills by "snail mail" and email you instead. 

All you need to do is email your account number to ebilling@astleyhire.co.uk  . We'll flip the switch, and that's it job done, no more pesky post.

 

Astley Hire e-billing, the easy and secure way view and store your invoices and statements

 

SWITCH NOW, email your Account Number to ebilling@astleyhire.co.uk

 

 

Lindsey Davies joins the Astley Hire Team

 

Lindsey Davies - Sales Representative
email: ldavies@astleyhire.co.uk

Lindsey Davies Astley Hire SalesLindsey has varied experience in sales, marketing, copywriting and stage performance.  She is a mother of three and holds a Bachelor and Master of Arts degree.

Recently employed as a member of the Astley Hire sales team, Lindsey has spoken of her enthusiasm and eagerness of becoming a new sales representative:

" I’m looking forward to working as part of Astley Hire’s established team and hope to form some trusting, working relationships with clients, old and new. I’m really keen to make acquaintance with Astley Hire’s customers throughout 2014." 

 

Craig Gorton, Senior Instructor, Joins the Training Team

Craig has over 9 years training experience and has helped thousands of workers to get the qualifications they need. With this depth of experience to draw on, trainees soon gain the knowledge and confidence they need to safely operate equipment without affecting productivity.

As a Senior IPAF instructor he'll be running the MEWPs for Managers Courses as well as combined and individual category courses. He's also a PASMA, Ladders, Manual Handling and Abrasive Wheels instructor so the number of opportunities for all training has taken a step forward at Astley Hire. In the future we are looking offering bespoke courses to deliver exactly the training you need, just when you need it.

For more information about the courses currently on offer please visit www.astleyhiretraining.co.uk.

Craig Gorton, Senior instructor IPAF and PASMA

 

 

Niftylift HR15 4x4 Access Platform (cherry picker) HAE Product of the Year

At Astley Hire we only pick what we think is the best equipment on the market to join our fleet. It's great to know our judgment is spot on. We made a full assesment of the Niftylift HR15 Access Platform before purchasing a number of them for our Access Division. We where extremely impressed with the performance from such a low weight machine, the safety features, fuel economy and low emissions.

The independent judging panel for the Hire Association Europe thought the same way too. They selected the HR15 as Product of the Year. A high accolade indeed as the competition is from all equipment supplied to the hire industry.

This is what Niftylift had to say:HR15 award winning Cherry Picker

Product of the Year was awarded to Niftylift's new HR15 4x4, a super-low-weight 15m access platform with a 4-wheel-drive self propelled base and an efficient Tier 4 Diesel engine. The HR15 4x4 was selected to win the award by an independent judging panel made up of hire industry experts and senior members of relevant trade bodies and associations.

Tim Ward, UK Sales Manager for Niftylift commented:

"The new HR15 4x4 is the result of years of hire industry experience poured into a world-class product development process. Whether from the point of view of a machine operator or a hire company the HR15 4x4 delivers performance, economy, and most importantly safety and we are very excited that it's been recognised as Product of the Year."

 

 

 

Help for Heroes European Rally Sponsorship

Astley hire is pleased to be able to make a sponsorship contribution one of it's customers. Steve Long, Operations Director of Sentinel Fire and Security is following in the wheel tracks of the Allied invasion through Europe for the "Help for Heroes" Charity.

Steve will be driving a specially prepared vintage Land rover approximately 2000 mile to raise money for this most worthy cause. He'll earn every penny, those old landies aren't the most comfortable of rides.

The Help for Heroes 4×4 European Rally 2013 will start at on June 15th from Littlecote House Hotel in Hungerford, the former Headquarters of the US 101st Airborne Division in England during the Second World War. It will then take you on a historical and geographical journey over 12 eventful days covering approximately 2000 miles through 7 European countries, including UK, France, Belgium, Holland, Luxembourg, Austria & Germany, finally ending at Hitler’s impenetrable Eagles’ Nest in Bavaria. For more information about the event please visit www.h4hrally.co.uk

Michael Dorricott (Astley Hire Director) would like to wish them all the best,

"Have a safe journey and raise loads of money for the boys."

Landrover prepared for the H$H 4x4 European rally

 

Tracey Puts Herself Through it Again in the PARA 10

Tracey, our adventurous Training Coordinator has completed yet another ‘PARA 10’ run on March 09th 2013 in Aldershot. She's pleased to say she beat her previous time, and with it raised money for the PARA Charity. The next challenge is to complete the Colchester on 06th July then the PARA 10 in Catterick on September 08th, beating all her previous times.

PARA 10 challenge for Charity

If you fancy a grueling challenge for a worthy cause , why not join in?

 

MacMillan Coffee Morning at Astley Hire

cheque for MacMillanWe took part in the MacMillan Coffee Morning on 28th September at our premises in Leigh in honour of our good friend and colleague Josie Spence who sadly passed away last October Many friends, family and customers came along to show their support for a worthy cause and we raised £308.00 which Astley Hire matched, totalling £618.00.

A massive thank you to everyone who took the time to come along and enjoy the morning with us.

 

 

Punishing Run for Tracey in support of "Help for Heroes" & the Parachute Regiment Charity.

Hats off to Tracey, she's normally pulling out all the stops, sorting out you IPAF and PASMA Training. Does she take it easy when she's fininshed work?

Tracey finishing the Para 10 Not when there's a worthy course, close to her heart, that will make good use of every penny she can raise. This was no "fun run" ...

"The Para 10 challenge was tougher than I ever imagined, 10 miles of rough terrain and constant hills and numerous water trenches and then more of the same. No matter how tough it was, when you had the guys in front of you with their bergans weighing 35lbs and weighing boots telling you that you are doing well and you can make it, makes you even more determined to complete it.

The money raised is for the men & women who are brave beyond belief. The help for heroes’ charity & the Parachute Regiment charity is very close to my heart. My husband did the full 22 years in 7 Parachute Regiment Royal Horse Artillery and was very lucky not to have been injured during that time. So many were not so lucky and are not so lucky now. Every pound makes a massive difference for the men & women who come back from operations seriously wounded or help families come to term with the loss of a son or daughter or Husband or Wife. All donations are very much appreciated."

Well Done Tracey!

We are proud of you for the sheer hard work and will-power you had to put in to complete the course. To manage it in just over 2 hours is amazing. We hope the sponsorship from your workmates, friends and Astley Hire as a company helps to make it all worthwhile.

 

Astley Hire once again Achieves SafeHire Status

The SafeHire standard has been developed and written with the assistance of BSi - The British Standards Institution, HSE - Health and Safety Executive and CHAS -Contractors Health and Safety Assessment Scheme. It verifies that Astley Hire conforms to the highest standards available to any company operating in the Hire industry.

Achievement of the standard is dependent upon successful assessment and, unlike other quality standards, on-site verification of our members’ policies and management systems for:

SafeHire Certified


Steps to achieving SafeHire are:

Safe Hire Assessors are trained to review the documents on site and more importantly to test the impact / effectiveness of these including:

 

 

Lynda Sudworth – Marketing New Customers & Sales

Lynda SudworthLynda has joined the highly respected team at Astley Hire in a varied “Sales & Marketing” role.
The emphasis is to make sure new customers get the best possible service when opening & setting up a new account.

Before joining Astley Hire, Lynda had a wide range of experience delivering 100% Customer Service. She worked front of house as a Local Publican, then sold new build houses for many years on various developments in the North West. She also worked in District Head Office as a Civil Servant working computer systems and organisational & administrator support.

She’s on a massive learning curve regarding the technical aspects of products and hire but what’s making a difference is her valued insight in to customer care, making sure all new customers are looked after & receive the correct service from the beginning.  If you get good service and you’re satisfied you’ll stay with an Independent Company like Astley Hire year after year.

We know first impressions count so she’ll make sure your first dealings with us are easy and efficient. Whether you’ve had previous experience or it’s your first time with a Hire supplier it’s difficult to know what to expect but Lynda will reassure you to a level she’s sure the rest of the team will deliver.

From experience, our existing customers have high expectations of the service Astley Hire delivers. We hope you’ll appreciate the benefits of our extra special service straight away.

You will always be sure to get directed to what you need. Lynda will be happy to answer any application enquiries.  Any enquiries on opening an account please ring or email Lynda -lsudworth@astleyhire.co.uk.

 

 

Big Thanks for Your Feedback

Thanks to every one of our customers who completed our recent survey. The results are extremely encouraging.  They tell us that we’re doing a lot right and we need to continue to deliver the services you really value.  Your thoughtful responses have also given us some great ideas for improvement.

The survey was conducted as part of our on-going efforts to improve the service we offer. This also happens to be one of our ISO 9001 commitments. The headline statistic from the report is a customer satisfaction score of 87%.  So that means we stay near the top of the “Premier League”.

We’ve enjoyed reading all your positive comments and have passed on your appreciation to all our staff.  Comments like these encourage us to “go the extra mile”.

You also gave us some constructive comments that will help us re-double our efforts in certain areas.
There are some points we can address straight away. Others that will be sorted very shortly and a few that we need to work on.

Below is the list of comments and what we can do to address them.

Product Range
 Maybe a larger fleet of MEWP
 wider range and lower cost in access equipment
We have recently added more types of machines, increasing the fleet and diversity of options available. We need to make sure we let you know.
 HAVE MORE AVAILIBILTY OF EQUIPMENT IE. POWER AND BATTERY TOOLS.
Please let us know if you need something that we don’t have in stock. The range is always a response to demand.
 Maybe a wider range of products.
 Range of product
It’s an on-going process adding new products to range. If it’s not listed let us know and we’ll see what can be done.
 online ordering, more range of products
On-line ordering is something we keep looking at but hit a stumbling block when it comes to actually delivering a top quality "computerised" service. We need to make sure we can avoid the “computer says NO” scenario. If we can get it right, we will do it.

Cost / Pricing
 Be more competitive on cost
 CHEAPER PRICING MEANS USE OF HIRE MORE OFTEN
 Check that prices are competitive for boom equipment.
 Lower delivery cost
 lower prices
 reduction in prices
 there are cheaper hire companies but we use Astley hire mainly because of the quality and reliability of the products so costs are always important
Cost is always going to be an issue and we’ll do what we can to keep costs down without compromising the levels of service you value. We know you need quality equipment, well serviced, good availability and a wide product range.

Discounts / Promotions
 Provide monthly discount promotions similar to ********.
This is something we can look at.

Contact Points and Process
 As always the telephone recorded response is a major problem
 Direct line to sales staff, at the moment you have to wait for options
We have a “Contacts” Sheet, with all the direct dial numbers and extensions to key in and avoid the dreaded auto responder. 

 Clear list of the correct contact point for the various services offered.
The contact sheet needs keeping up to date and to be easily available to download
  
Delivery Performance
 Good to deal with but they do need to improve on delivery as we didn't get the 2 scissor lifts that we ordered until 4.45 when they was supposed to arrive at 1.
Sorry, we are normally very good with deliveries because we know how critical it can be.
We have recently introduced a tracker system on vehicles with live traffic information and best routing. It also has delivery and collection scheduling which is allowing us to trial a 1 hour window for deliveries, and keep you informed to let you know ASAP if it looks like there might be a problem.

Information / Communication
 Have a more in depth web site -looking at all products and price's would cut down on expensive colour brochures
 Information on products and services could be better
Yes some of the product information is very sparse. We need to speed up the addition of more information to the website.
 Listing of equipment available
 Regular email of prices and products
 Provide a sheet / booklet with up to date prices for each piece of equipment
Would a simple listing / spread sheet / PDF work, we’ll look in to it.
 New Catalogue please
This is due in December.
 Ring when near the end of the hire period (or at the end of every hire week) so the customer
remembers to off-hire.
We can email a weekly report of what you have on hire. Would that be helpful?

Territory Covered
 Open a branch in Liverpool
 Widen the radius in which they work.
We realise there is demand for our specialist services further afield; we will deliver wherever it remains viable for you. New branches would be nice but we don’t want to expand if it means diluting our expertise.

Out of Hours Service / Opening Hours
 Out of hrs call service, if it is not already available...
 Some out of hours breakdown service or telephone number for out of hours
The normal lines are manned 7.30am to 5.30pm Monday to Friday and 8.30am to 12 noon on Saturdays. We need to look at what could be made available out of hours.
 To be available for bookings 5 days a week and after 3-30pm weekdays
This is being addressed; we now have a full time dedicated training instructor, and 3 part time instructors.

Miscellaneous
 Creation of a feel good factor that we associate with tried and trusted companies that we already deal with such as ******
We’ll do a bit of research and see what’s possible.
 Dealing in a speedy way and on time.
Please tell us if we ever fall short of your expectations
 Ensure to always perform as well as they do and to be flexible to our company needs.
We’ll do what we can on the flexibility front, please ask if you have any specific requirements.
 give me a prize for completing this survey x
Cuddly Toy?
 We don’t use Access Equipment very often but just stay available to us when we do require.
We’ll be here whenever you need us, frequent or occasional, you’re always welcome. Maybe there’s other equipment we can also help you with.

You don't have to wait for the next survey!

If there's any comments you would like us to consider at any time please get in touch. It's your feedback that helps us build a better service.

 

Astley's Customer Loyalty Report

Thanks to every one of our customers who completed our recent survey. The results are extremely encouraging and your responses will help us improve our service even more.

The survey was conducted as part of our ongoing efforts to improve the service we offer. This also happens to be one of our ISO 9001 commitments.

The highlight of the results is a customer satisfaction score of 87% . This puts Astley Hire very close to "Top of the League". As a comparison within the industry and compared to the wider economy we are doing a lot right for our customers.

After giving ourselves a pat on the back we've been looking at the details to see where we can improve. The stats have been useful but more import are the comments which you took the time to consider and fill in. These have given us some specific ideas for improvement we can make.

There are some points we can address straight away. Others that will be sorted very shortly and a few that we need to work on.

 

Make it easier to contact the right staff

We have produced a Contacts Sheet for you to download and print out with the direct dial numbers for the staff you might need to get in touch with. The Auto Attendant Phone system has also been simplified so you will only need to press one button if you call via the the main number or freephone number.

 

Up to Date Pricing of Access Equipment

We will be adding prices of access equipment to website. (We may also be able to provide a spreadsheet. Discounts could be added so the prices are calculated)

Information about new products

We can email out the information we add to the web page http://www.astleyhire.co.uk/about/new-products.html.

Depot Not Open notification

No problem, we should have thought of that. It's rare but we will email out any specific dates the depot will be closed when you might expect us to be open.

Up to Date Catalogues

We have updated the catalogue (apologies if you haven't got a copy yet), please ask us for a printed copy or download a PDF.

As we expand / change the range available it will become out of date so we'll try and keep you informed of any changes via email.

Online Service

It's a big step but it is a facility we would like to be able to offer. We have to make sure that if an item is booked on-line it can be delivered when you need it. The last thing we want is an unreliable on-line service.

Other Suggestions

All noted and we'll see if they can be addressed. If there's anything else you can think of please let us know email SDorricott@Astleyhire.co.uk. You don't have to wait for the next survey.

Thanks once again for your comments, suggestions and ongoing custom.

 

 

Astley Hire gets CHAS

chas logoAstley Hire carries the CHAS mark (The Contractors Health and Safety Assessment Scheme). Having already been accredited with HAE SafeHire, Astley Hire has been awarded the CHAS accreditation.

CHAS is established as the market leader for health and safety pre-qualification in the UK. It is a non-commercial scheme available to suppliers (those who provide goods and services) and to organisations (buyers) looking for suitably competent suppliers.

See more about Astley Hire Accreditations

 

More PASMA Training Opportunities

Now there's even more opportunities available to get the PASMA scaffold tower training WHEN YOU NEED IT.

One of our manual Access product experts is now a fully qualified PASMA training instructor. His long experience with scaffold towers is coupled with the right training skills. He's now passing on his valuable knowledge and providing PASMA Training the, industry standard training and safety qualifications.

This gives you more chances to get the PASMA qualifications when you need them, at short notice, at your premises or site, or at our approved training centre.

He has been with Astley Hire for 19 years. He started as an apprentice Driver and Fitter and has worked his way up to being the Manger with special responsibility for the manual access products. This latest role, as a PASMA instructor, gives him more opportunities to help out his customers by providing the right training and qualification when and where they need.

PASMA TRAINING COURSE

PASMA (Prefabricated Access Suppliers' and Manufacturers' Association) devised the Training Course for users of alloy towers. It's universally acknowledged as the industry standard. PASMA is well known for its training programme which has helped more than 24,000 users in the year 2005 alone to improve their safety and operational performance. Only available from PASMA Registered Training Centres, the authorised programme is not available from any other source.

The training courses are based on a format and content agreed by all PASMA members and draws upon their collective, first-hand experience. The courses are widely recognised and recommended by safety professionals.

Successful delegates who pass a written and practical test are presented with a competency certificate and an encapsulated, credit card sized photocard.

The card gives proof of competency to inspect, maintain, assemble, move and dismantle mobile access towers.

For more about Astley Hire PASMA training visit www.astleyhiretraining.co.uk

 

Josie Spence

Josie Spence

 

It’s with great sadness we have to announce our most beloved Josie Spence passed away on Friday 14th October 2011.


Josie had been diagnosed with a serious illness a few months ago and was on long term sick leave.
Her family were present at her hospital bedside when she died.


Josie had worked for us for nearly 18 years and was part of our “family”. She was instrumental in the growth of the business in that time. Her role as sales representative is one she loved, and it suited her bubbly personality.
She started working for us at the Leigh depot but spent most of her career developing excellent customer relationships at the Bolton office on Chorley St Industrial Estate. After the depot was closed 5 years ago she carried on working from the Leigh depot.


I remember when she first applied for the job, she was constantly on the phone to me trying to find out if she had got the position, so I reckoned with that type of attitude she would make a good rep, and that is what she was, a very good rep!


But she was also a very good friend. To work with someone for 17 years, you create a bond of trust and you could always trust Josie for advice, honest criticism, and hard work. We never had a harsh word for each other, she was her own hardest critic, and she was always striving to improve her performance.


Josie will leave an immense hole which will be impossible to fill, because there can only be one Josie!


Stephen Dorricott
Director

 

 

Jo Gets To Look After Her Customers

Next time you call Astley Hire for powered access it could well be Josephine Lundy who you speak to. You'll soon get to realise that Jo's job is to make sure the hire service you get from Astley, is a benefit you really value.

Over the last couple of years more customers have recognised the value they get from dealing with a local, independent hire company. As a result the Astley Hire Access and Training divisions have steadily expanded.

With this growth the Access team recognised that personal attention to customer service might suffer. This change wouldn't fit with the basic ethos that lead to the growth in the first place so the search for a new team member was on.

Jo introduced herself at the right time. After 7 years with a national hire company she wanted to get back to a satisfying career where looking after customers is the priority. She believes Customers need a single contact to deal with and coordinate all aspects of their hire. They don't want passing around various departments, chasing the right person to speak to. Customers want all aspects of the hire to be easy and reliable. They don't need excuses, delays and broken promises.

The Job description was right up Jo's street. To sum it up "LOOK AFTER YOUR CUSTOMERS to the best of your abilities". Although, she did have a concern about one thing:

"Customers want someone on the phone who knows about the equipment, they don't have time for a 'Jack of all trades' who doesn't really understand what they're talking about."

It has come as a refreshing surprise for Jo to see how quickly her "abilities" and specialist knowledge is being built up.

The training and equipment inductions have been intensive. Jo will be fully IPAF qualified to advise, select and even operate all categories of Powered Access equipment. However she does admit it takes more than training to become an expert.

"There is so much more that comes from experience. By specialising on scissor lifts and booms I'll get there quicker. In the mean time Dave, Michael and Caryanne are so supportive I can make sure my customers don't lose out."

Jo's in the right place now to look after her customers properly. Somewhere she can be confident that providing a top quality service is the priority. At Astley Hire she has the rest of the Access Team to back her up and deliver what is promised.

Jo

To get in touch with Jo, email jlundy@astleyhire.co.uk or call 01942 608822 extn. 605 or 212

For more about Astley Hire Powered Access visit www.hireaccessplatforms.co.uk

 

A Customer Care Story We Can All Learn From

Ian Betts joined Astley Hire's Tool Hire Division just 5 month ago (2010). 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

Ian Betts, Astley Hire Tool, Hire Desk Controller

 

 

Press Release

Hiring and Renting Safely

Locally based hire company Astley Hire Ltd has recently received the prestigious Safe-HIRE quality mark. The company which employs 18 staff and is based at Lloyd Court, Leigh, had to undergo a rigorous inspection which included a long and detailed check that their operation met stringent Safety and Quality criteria. These checks included ensuring compliance under Health & Safety Law, Comsumer protection law and Environmental Protection law.

The Safe-HIRE Certification scheme is operated by the Hire Association of Europe the internationally recognised leading body for the development of the hire and rental industry.

"This certification ensures that Astley Hire Ltd is fully committed to looking after their customers by having safe equipment available for hire or rent", said HAE Managing Director, Graham Arundell.

"Our independent Safe-HIRE assessors have carried out a detailed examination of their operations including a review of the servicing and testing procedures implemented to make sure that all equipment is safe before it is hired. They have also checked to ensure that all customers are provided with proper safety instructions. In addition, throughout the certification period, Mystery Customers will visit at random to ensure that these high standards are maintained."

After receiving a display certificate and plaque company Director Stephen Dorricott commented that the award was true recognition to the effort and hard work of his staff who were delighted that they would now be recognised as being a truly outstanding professional hire company in Leigh.

For further information please contact: Stephen Dorricott, Astley Hire Ltd, on 01942 608822.

SafeHire Certified

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