Case Study: Review
HOW DID WE GET FEEDBACK TO ENSURE OUR CLIENT WAS HAPPY AND SERVICE LEVELS WERE EXCELLENT?
Our client is a nationwide fit-out company who are primarily working on projects for a well-known national high street. As a business they rely on agency labour to deliver cost-effective jobs across the UK, ensuring that they complete, fast-track jobs on time every time.
WHAT WAS THE ISSUE?
There had been a couple of concerns with our operatives and their client needed reassurance that these were isolated occurrences that wouldn’t occur again. Our client needed to know and understand that our process would limit any further quality issues.
WHAT WOULD THE IMPACT BE IF THE ISSUE WASN’T SOLVED?
They could lose work from their client if they didn’t reassure them that the vetting procedures were as strong as they could be.
HOW DID OUR PROVEN PROCESS SOLVE THE ISSUE?
Issues Identified and Long Term Solutions Created
- I met with the Director and Senior Contracts Manager to explain our tried and tested proven process, how it can identify not only supply issues but solve them as well.
Aftercare and Service Levels
- We discussed our Green and Red worker system and how it will ensure future service levels. Green workers have represented Thorn Baker Construction in the past, have very strong client feedback and attendance records (we always aim to fill jobs with these workers). Red workers have not worked for us before. If we have to use Red workers, the worker has to provide two references from their most recent, relevant jobs or they will not be sent to the job.
Feedback and Build a Great Relationship
- Our client agreed to give plenty of notice of when their jobs were due to start, this allowed the team plenty of time to source the very best local workers. I would provide the relevant Contracts Manager with daily updates on the current levels of availability for both Green and Red workers in the run-up to the project starting. This gave our client the option of managing their own pool of labour, ensuring that they hit the ground running on every new project.