Technical training underpins customer service
Having the right crane and vacuum lifter operator qualifications is essential for team members at Hird Group – and that also applies to those not actually expected to operate them.
Customer support advisors Rebecca Clark and Amy Goldsmith have passed a series of accredited training courses since they started working at Hird’s Southern Depot on the same day in March 2017.
They advise an ever-growing number of vacuum lifter hire customers about the wide range of equipment hire options, and the associated lifting machines and accessories, including pick and carry cranes and spider cranes.
Vacuum lifter know-how
Rebecca Clark said: “It was daunting for both of us when we started, because we’d not worked in the plant hire industry before, and we knew nothing about lifting equipment.
“But the training we’ve had since we’ve started has given us a lot of know-how, and we’re confident we can give our vacuum lifter hire customers very good advice on the best equipment for their projects.”
Amy Goldsmith said: “Our long-term vacuum lifter hire customers often know their stuff. But, I would say 60% of our clients and new to vacuum lifting, so our training and knowledge gives them confidence that a vacuum lifter is a good solution for them.”
Rebecca Clark, left, and Amy Goldsmith, undergo their RTITB Vacuum Lifter training, with the new Intelli-Grip MRT4
Training courses Rebecca and Amy have attended include:
- Below the Hook Vacuum Lifters
- RTITB Vacuum Lifter
- LEEA Vacuum Robot
- LEEA Counterbalance Floor Cranes
They have also had in-house familiarisation training for spider cranes and pick and carry cranes, and work closely with the rest of the crane hire and vacuum lifter hire team, including the Appointed Persons, and Hird Director John Wilding.
Customer confidence
“Amy and Rebecca have done very well since joining us,” said Wilding. “They combine a consistent and skilled approach to customer service, with a growing level of technical knowledge that our hire customers appreciate.
“Being able to advise customers clearly about the best lifting options is vital for us. It gives customers confidence, makes sure they can complete their lifting projects safely and effectively, and helps us grow our business. Skills training underpins this, and Rebecca’s and Amy’s experience is proof of that.”
Rebecca previously worked in a finance call centre, and Amy in the parking enforcement complaints office for a local authority. Both enjoy working at Hird, which is fast-paced and always changing.
Amy said: “I love it. It’s go, go, go all the time. We’re helping customers with new and interesting lifting challenges all the time, and we’re always getting in new and better equipment that we need to learn about.
“Some customers are a bit surprised that a woman picks up their call. But most quickly get over that, especially when they realise we know what we’re talking about and can help them source the right kit for their project.”
Rebecca said: “Some customers call and say they need a large crane, and we can advise them about using a less expensive, and more productive option, such as a Winlet glazing robot or a GML 800+ materials lift. It happens all the time. You can only do that by having the right training and technical knowledge.”
Hird Training provides a wide range of training via bespoke training centres at its three operational hubs. Training can also be provided at customer workplaces or on-site, if that is more appropriate. We deliver training courses accredited via PASMA, IPAF, CPCS, NPORS, RTITB NPORS, RTITB MDRS, A66 Compact Crane.
Northern 01482 227333
Central 01302 341659
Southern 0203 174 0658
Email: [email protected]