Customer Feedback Takes Centre Stage

Makers gathered its operational delivery teams and function heads to review the year.  Chaired by the Managing Director, Simon Lamb, the review touched all aspects of the business but with particular emphasis on Customer Feedback.

“As a SME you struggle to get everyone together and to convey all the points you want to make at the same time, this review provides the platform and opportunity to discuss topics and get ideas out there.”

                                                                                            Stuart Rooker, Finance Director

The main focus of the morning’s presentation was ‘customer feedback’ and how Makers was perceived by its Clients.  Later sessions explored areas of concern, new initiatives for 2016 and the programme of training and workshops being developed for the operational team.

“It’s good for the guys to understand how they are perceived, the very positives comments from the Clients should give them the confidence to do more..”

Darren Wootton, Operational Director

The review also acknowledged the fantastic achievements and awards the delivery team secured during 2015.

BPA Best Refurbishment Winner 2015 – Allhallows

EPA Remodeling Runner Up 2015 – Allhallows

RoSPA, Gold Medal 2015.

CIOB Best Training Scheme Winner 2015 – Makers Site Manager Apprentice Scheme

 

 

 

 

As well as the review of the Apprenticeship scheme and its apprentices, practices and procedures were discussed in relation to logistics following the opening of the ‘The Yard’ earlier in the year developed to respond and support site activities.

“It is critical that we communicate at all levels and following the annual staff appraisals it was evident we needed a forum to explain how and why we need to make change…none of us act as an island, each decision we make affects others, we just need to recognise that to be better we need to listen to our Clients and act upon it.”

Simon Lamb, Managing Director

“It was needed and I think the guys found it positive.  It is always better to get rid of the myths and rumour mill and deal with the issues head on.”

Mike Wood, National Bid Manager

“When it’s explained in black and white and you can see the evidence, there no argument.  I found it very helpful.”

Geoff Leivers, Operative

“You can see how it all knits together and the different issues we all face, for me it was very informative and very positive.”

Steve Warner, logistics.

Makers would like to thank all of its customers for their valued feedback.  Each return has been considered, consulted and has proved invaluable to enable Makers to improve and drive us forward.

Many thanks.