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Customer Care

Caring is our Culture

 

At EMCOR, we believe that it is service excellence that differentiates us from our competitors. With that in mind, we have established and implemented a structured programme that places our customers at the very heart of our operational value systems.

 

As any business knows, the cost of winning new customers far exceeds the cost of retaining current ones. That's why our customer care programme is a high priority. "Customer care is at the core of our values," says Managing Director of EMCOR Engineering, John Matthews. "We want to deliver the very best service to our customers, so they see us as good people to work with and employ us again and again.

 

"We can only achieve this if we actively seek clients' views of our performance and understand their needs. The key is to feed back the information and ensure action plans are developed, implemented and reviewed."

 

In addition, EMCOR was the first M&E contractor to join BSRIA's Business Performance Forum and has been an active participant, attending seminars and sitting on the steering group. The customer care team measure and assess all aspects of performance from the tender process, interim and final face to face interviews using criteria agreed with BSIRA, in line with key performance indicators.

 

"EMCOR was on the steering group of BSRIA's two year research into 'Worldclass KPIs.' The objective was to learn what leading companies are doing that makes them exemplary in certain fields, so the UK construction industry can strive towards excellence".

Gerry Samuelsson-Brown, BSRIA