Facilities Management Association

Press Release - McFarlane Telfer Ltd

 

PEOPLE . PASSION . PURPOSE

 

15^th January 2013

 

 

 

 

 

 

In December 2012 McFarlane Telfer Ltd, experts in commercial catering and refrigeration equipment servicing, successfully achieved the exacting Customer Service Excellence (CSE) standard formerly known as the “Charter Mark”.

 

Central to the process, which involved the participation and commitment of all McFarlane Telfer staff over several months, was independent customer research to benchmark the company’s current service performance against customer’s needs and expectations. As is common among service organisations the findings confirmed that, to achieve excellent customer service, the devil is in the detail.

 

An action plan for change was immediately implemented to fill identified service gaps mainly in the area of consistency and regularity of communication and information provision, and striving at all times to set and agree realistic expectations with customers.

 

Ongoing improvements introduced included immediate customer satisfaction feedback following engineer site visits for routine planned maintenance and call-outs.

 

It has certainly been challenging, but a very worthwhile exercise according to Chris Craggs, Managing Director of McFarlane Telfer:

 

“Organising to perform call-out and servicing of any on-site equipment in a way that consistently meets customer expectations is a constant challenge, particularly with a growing customer base. It’s not unlike plate spinning!  

 

Throwing money at the issue is rarely the answer, nor is this practical for a small company. A more subtle change approach is needed that encourages and enables engineers to take personal ownership for satisfying their customer’s needs, supported by a committed back-office support team.

 

The process of achieving the Customer Service Excellence standard has established the customer at the heart of everything we do.”

 

With Customer Service Excellence now added to Investors in People (Gold) as well as a suite of four major ISO standards, McFarlane Telfer now has an impressive array of nationally recognised quality service standards that raises the bar for competition to try and match.

 

McFarlane Telfer is also proud to hold the Royal Warrant for Catering Equipment Engineers.  

 

The company is very pleased to be organising the FMA Networking Event in April 2013.

 

Ends

 

For further information, please contact: Stephen Cunnell
Mobile: 07826 335881

Email: [email protected]

 

www.mcft.com         

 

Notes to editors:

 

1. McFarlane Telfer provides planned and reactive maintenance to catering and refrigeration equipment for high-end users – it’s engineers in vans, repairing commercial cookers, dishwashers and fridges.

 

2. Established in 1992, the company aims to provide the highest level of personal, friendly service whilst developing industry leading systems and procedures – it demonstrates this professional competence through unparalleled external accreditations for quality, safety, customer service and growing and nurturing its people – these include ISO9001, Customer Service Excellence and Investors in People (Gold).

 

3. Customers include global multi-nationals, leading health-care groups, top independent schools and Government departments – and the Royal Household.