Creating a customer centric culture
As specialists in the design and installation of new and upgraded electricity connections to business, industry and commercial properties, Rock Power Connections has a proven track record of both quality and safety, whilst offering our customers a full project management and delivery service from initial design to final switch-on.
Having experienced year-on-year growth, a key part of Rock’s success lies in our customer centric culture, where all of our team members understand the importance of delivering quality customer service at each point during the project delivery.
With different levels of service required at different stages of the installation or upgrade project, we spoke to six members of the Rock team about their day-to-day role and what they do to ensure Rock Power Connections delivers quality customer service at all times:
Sophie and Emma – Business Development
Very often, our clients have a day-job to do and dealing with sorting an upgraded supply can be an extra task they are taking on. We can handle as much of the process as they like, including providing quick indicative quotes, looking at likely connection points to the distribution network, drafting the applications for the Distribution Network Operators.
For us, it’s about going the extra mile, being easily contactable and very responsive. Initially we can look into different options, see what is the most commercially feasible and as the project evolves, we can be agile to any changes.
We also work closely with the designers and Project Managers to ensure a smooth transition from order to delivery.
James – Designer
As a Designer, I aim to create whatever the customer wants or needs. An important part of this process is meeting the customer face-to-face time to discuss their requirements, where I aim to be as flexible as possible, whilst ensuring I design to the DNO standard. From here, I liaise with the DNO to confirm approval before the installation or upgrade is implemented.
Debbie – Finance
For me, developing effective and efficient communication with all of our customers is key to establishing good relationships. This starts with billing the client on time to ensure a smooth process that doesn’t delay installation or energisation.
From this first point of contact, I ensure I maintain proactive contact with the client about payment timescales and raise any concerns with the Project Managers so that they can raise them with their site contacts.
Richard – Programme Manager
As Programme Manager, my main role is to ensure that the works go smoothly, which also includes engagement with the Council to ensure we have the relevant permits and licenses in place, together with liaison with local residents and businesses to minimise disruption.
With every project, we aim to leave the local environment in the state that we found it, ensuring high standards of reinstatement. At the end of each project we also undertake
customer satisfaction surveys to gain feedback from all parties involved, aiding continuous learning and improvements.
Darren – Project Manager
With all projects, I work hard to build positive relationships with our customers so I can ensure consistent and close liaison at each stage of the installation or upgrade.
From the start, I implement a clear and effective process to ensure I understand and can meet their expectations, which includes the development of a project programme that is flexible around the customer and any other contractors on site.
Throughout the whole process, I manage all aspects of the installation, including liaison with the DNO and iDNO, to take all that hassle away from the customer, whilst ensuring I find workable solutions to any issues that arise.
How can Rock Help?
With our experience and engineering knowledge, Rock Power Connections successfully manages various ICP projects of varying size and scale across the UK.
By trusting Rock Power Connections with your new or upgraded electrical connection, you can rely on us to deliver your engineering solution on time and on budget.
All our customers work closely with their dedicated Rock Power Connections Project Manager to develop a programme of works that fits with their engineering requirements and is flexible to their needs.
We’d be delighted to offer you a free, no obligation, competitive quote for your electrical connection project. Please email Emma on Emma@rockpowerconnections.co.uk, call 01905 456384 or click here to submit your enquiry.