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Behind the scenes, a day in the life of

Behind the scenes 1

First things first… one lump or two?

The morning starts with putting on the kettle – to keep our internal customers happy so they can keep you happy too. (The team wishes our Operations Manager, Stuart, could find the kitchen, but he is usually too busy first thing).

It’s all in a day’s work

We review the previous day’s work and plan for today’s workload. Our drivers come and go throughout the day… but not before they check their vehicles and have been briefed by the Operations Manager.

If a driver is out and we want him or her to go to another job then we can also contact them via PDA and give them the full information for the job, address, telephone number, names, etc.

We get phone calls throughout the day for quotes, urgent jobs (can you collect NOW, and deliver NOW?), and pre-bookings for the week. And because we love a challenge please don’t hesitate to contact us!

Backed by a computerised system

Our Operations Manager keeps an eye on our computerised systems, checking for traffic delays, ensuring deadlines will be met, temperature logs, while juggling vans and drivers. There is always more than one way to get from A to B so we also plan routes so that we select the best route for your job. We also use Google Earth so we can direct them right to your door if they need it.

Our drivers PDA is also used to confirm we have arrived at collection point, goods are on board, and that we have delivered on time.  Then we automatically email you to confirm these have happened.

Customer relations

Tracie, in charge of Customer Relations spends her days calling, emailing and visiting customers and prospects, and produces and follows up quotes. She also calls all new customers after their first job to make sure that they were happy with everything and to see how we can add value too.

Outside office hours

As we work 24×7 we have a duty officer who works outside normal office hours.  If a customer calls in with an urgent job we can take care of this, supported by our trusty online system.

Training for quality

Because we know you want to be confident you are in safe hands, all of our drivers receive staff training to ensure they understand customer needs, driver safety, Health & Safety such as HACCP, and they practice quality procedures supported by our ISO 9001 2015 accreditation.