Finalist Spotlight: Liberty Fitting Service
Combine a love of lists and spreadsheets with good communication and flexibility and what do you get? You get Best Trades Business (0-10 employees) 2019 Finalist, Liberty Fitting Service. Managing Director, Mark Conacher shares the company’s process and secrets for success.
One of the many reasons you’ve been nominated in the Best Trades Business category is that you have all the trades required under one roof. How do you ensure good communication and an efficient process throughout?
“One of our main mantras at Liberty is that the day isn’t finished until tomorrow is organised. As with any successful team, communication is absolutely vital and it’s something that any new member of the team will learn quickly. Tom and I are in constant contact with all our various trades. Daily discussions with them, including updates on timescales etc, with the emphasis on actually listening. Listening to our trades and their needs is a huge part of what makes our communication successful. Multiple site visits throughout the projects ensuring everyone is happy, including the client and everyone has exactly what they need to complete the task ahead. With an average of three to four projects on the go at any time and most likely all at different stages, we have to be ahead of the game. Planning ahead is crucial. Tom’s love of lists and my love of spreadsheets ensure we and everyone else knows exactly where they should be and when. As with anything in the building trade, the goal posts can change at any time. Being able to adapt and make decisions quickly is key and with Tom always happy to jump back on the tools to make sure a project finishes on time, there aren’t many curve balls we can’t handle.”
It’s interesting to hear about your emphasis on really listening to, and understanding the needs of, your trades. Presumably this extends to your customer service.
“Good customer service to me is doing everything within your power to go beyond the customer’s expectations. If you keep that as your target and can achieve it, you can’t help but create a “wow” moment for the customer. Overall, customers don’t remember what you said, they remember how you made them feel. Listen carefully to them and over deliver on their expectations.”
And speaking on how you make your customers feel, how would it feel for Liberty Fitting Service to win the Best Trades Business (0-10 employees) award?
“The Trades Awards does an incredible job at showcasing the talent that is evident in the North East of Scotland. Just being shortlisted for an award within this talent pool is an honour but going on and winning would mean everything to Liberty, to the directors, the staff, the sub-contractors and we believe, even the customers. Importantly, we would see the winning of this award as verification and validation of our company from industry peers and trusted judges in our own area. From where we started and the challenges we have faced, to get to that point, would be absolutely amazing.”