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We expect this structure and the strength of the project team
to have a significantly positive effect on response times and
service levels, reflecting the ‘one team ethos’ that is
embedded within our culture, along with our team’s desire
to deliver excellence at every opportunity. We have seen
tangible improvements in our existing relationships that
follow this same model, specifically:
Enhanced relationship development and eagerness to
exceed expectations.

Affinity with the challenges of the working environment,
thereby fostering a more empathic relationship.

Overall reduction in time taken to commence and complete
a job activity.

Increased accountability and ownership of activities,
resulting in consistent ‘right first time’ achievement.

Improved understanding of the wider business objectives and
the opportunities to positively influence their achievement.

Sharing of knowledge and information, resulting in improved
efficiencies, synergies and reduction of waste.

All staff have formal appraisals and are measured against
a number of core competencies, a key one of which is
54 Customer Service. As a business, we believe that service is
the driving force behind successful business. A team that is
responsive, has a ‘can do’ and willing attitude built around
accountability and ownership, underpinned by competence
results in customers whose expectations are, at least, being
met and better still, exceeded. These customers remain loyal
and our long-standing relationships and 95% client retention
rate is testament to our success in this area.