A word from Will,
2019 update and looking towards 2020
Welcome back after another Christmas & New year. As I sit down to write this, I can hardly believe it has been a full 12 months since I set out to you our vision for 2019. We’ve achieved so much in the last 12 months and I want to thank you for your continued custom and update you on what we’ve achieved and what you can expect to see from us into 2020.
The evolution of BMC really kicked into gear last year. IT upgrades are still ongoing as we are committed to continuous improvement. With some of the updates you will not see a huge difference in what is sent over to you but over the next few months you should be able to feel a difference in the service and the updates you receive from the helpdesk team.
Following our commitment to you that we will never lose our family feel and we will always be focused on you, Charlotte and I continue to work with all members of staff to upskill, train and support them. That way we know that our staff are delivering the service we expect. With that in mind, due to the expansion of our current workforce, we felt it necessary that we recruited an additional member of the senior team. It was imperative to us that we had someone who believed in the business and reflected our values, bringing fresh ideas and initiatives to help us develop into a best in class service company. We were both delighted to already have that person in our team. After 8 months covering Sales, Marketing and Business Development, Eve took over the reins as Head of Business earlier in the year. She has been working behind the scenes elevating processes, marketing, supply chain and a lot more to boot. She is always available should you need her but I’m sure many of you know her well already.
Our continued staff appointments saw the recent growth of our technical team. Marc and Neil now oversee all of our engineers and, alongside myself, deal with all of the technical queries in relation to jobs. Both Marc & Neil were both highly skilled tradesmen with many years’ experience behind them and we are already seeing an even more effective cross collaboration between tradesmen, further to the ongoing training we provide. They are also overseeing service excellence on our quotes and now conduct quality control inspections every week, meaning we are likely to spot issues and rectify them so you don’t have to. If you require any technical assistance or there is something you wish to discuss regarding a job, please don’t hesitate to call the office and speak to the team.
We have further plans to expand our team with the goal of offering you excellent service, faster response times and more updates. You will also be receiving our second customer satisfaction survey again this April (which is set to become an annual occurrence) with your chance to voice your comments and feedback to us, anonymously if you wish. We really do value your support, input and feedback all year round and if there is something you wish to bring to our attention, good, bad or indifferent please contact, Eve, Charlotte or myself any time to discuss in more detail.
2020 will be another exciting year for BMC and we look forward to sharing our journey with you.