How We Work
You will be allocated your own engineer, so you know who to expect during any service, maintenance or calibration visit.
If your assigned engineer is unable to attend to you, we will let you know in advance who is coming in their place. We work to very high standard and provide our engineers with appropriate training and site knowledge, so your temporary replacement will be just as great to work with as your assigned engineer.
We don’t have call centers.
Experience tells us that customers do not appreciate call centres and automated call logging etc… They would much rather speak to a regular person and develop a relationship with their supplier. When you call us, you get through to a human being who can help you.
We’re positive that you can contact whoever you need to talk to.
Whether it be Technical help, accounts or sales you are calling for, there will always be someone on hand here at the Positive Offices to assist you.
We have a 3 ring policy and you will always be dealing with a human being, with no phone options to battle your way through.
Our engineers turn up when they were promised.
Serving the customer to the best of our ability is always our objective. Our quality is under constant review and we aim to ‘delight the customer, and deliver our promise’.
We have a process when logging calls that your Engineering Planner deals with you directly to book a time in, so we never over promise, we just deliver.
Our engineers understand their Site Knowledge.
Our engineers get to know you and your site. We base our business on building relationships with our customers.
We will always do everything we can to not send you an engineer that doesn’t know your site. We would never have just one engineer looking after a contract – we will always ensure that more than one engineer knows your site and your requirements.
We take Health & Safety seriously.
All our engineers are put through in house training as well as carrying out customer site Inductions. When taking on a new contract, we always ensure the engineers looking after you are inducted prior to commencement of the contract to ensure no delays when you need us. Likewise, if your site requires it – a full site familiarisation is carried out to ensure engineers are aware of asset locations.
We listen to our customers and are mindful to avoid issues experienced with other providers, to ensure they are not re-lived with us.
Lucy - Managing Director