Pirtek In the Pipeline Magazine Q4 2018

Pirtek In the Pipeline Magazine Q4 2018

THE PIRTEK MAGAZINE OCTOBER 2018

INTHE PIPELINE M A G A Z I N E

INSIDE THIS ISSUE...

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ALL NEW AUTUMN SPECIALS VALID FROM 1 OCTOBER - 31 DECEMBER 2018

£ 239.55 € 272.42

£ 256.42 € 291.60

PIR-SWHR-30- 38MB222K H/REEL + 3/8” 2 WIRE JET/W M22 30MTR

PIR-NOZA-SS NOZZLE 60L/MIN 3/4”

£ 51.10 € 58.11

£ 71.30 € 81.08

PIR-2019-9337 1” BORE HOSE C/W TRIGGER & VALVE 3MTR

PIR-AB-HPPK LEVER HAND PUMP & ACCESSORIES ADBLUE

£ 64.82 € 73.71

PIR-KITBLANK-BSP 1/4”-11/2” PLUG AND CAP KITS BSPP £74.40 / €84.61 PIR-KITBLANK-JIC 7/16”-15/8” PLUG AND CAP KITS £89.90 / €102.23 PIR-KITBLANK-ORFS 9/16”-17/16” ORFS PLUG AND CAP KITS £89.90 / €102.23

PIR-SCREENWASH DE-ICER SCREENWASH DE-ICER

PIR-ADBLUE-10 ADBLUE 10 LITRES PIR-ADBLUE-20 ADBLUE 20 LITRES

£ 26.20 € 29.79

PIR-TRAFFIC FILM REMOVER TRAFFIC FILM REMOVER 20L

£ 9.15/ £ 15.50 € 10.40/ € 17.63

PIR-MEG ANTIFREEZE MEG ANTIFREEZE 20L £46.50/€52.88 PIR-LONG LIFE ANTIFREEZE LONG LIFE ANTIFREEZE 20L £55.80/€63.46

£ 10.80 € 12.28

PIR-LONG LIFE 50/50 MIX LONG LIFE 50/50 MIX 20L £29.14/€33.14

PIR-OSK-20-BP 20L OIL RESPONSE KIT

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M A G A Z I N E

This issue is focused on the investment by the Pirtek Network in providing excellence to our customers.

Leading the way

Pirtek’s dynamic franchises in Ireland are extending both their reach and their services to meet customer demand. Both the Belfast and Dublin centres have invested in more vans to allow greater coverage, increasing to seven and nine respectively. High pressure hose testing, as pioneered by Pirtek Galway, ensures quality and compliance to the highest standards, providing peace of mind in critical applications. Investment is key, with the Galway franchise upgrading its centre with a unique hose testing rig and the necessary safety measures to extend the range of testing available and add in-situ pressure testing with a new mobile rig.

Pirtek Cork has extended its services to steel hydraulic tube replacement, allowing a one-stop-shop for complex hydraulic plumbing in a range of industries, including shipping,

industrial plant and heavy goods vehicles. All this is made possible by Cork’s investment in a deceptively simple pipe bending machine. Rapid response is critical for customers in a maritime city. Shipping companies know they can call Pirtek 24 hours a day.

‘Rapid response is critical’

Colin May shares with us the latest stage of his development in the Pirtek family. Colin recently became a multi-franchisee by purchasing the Harlow franchise, adding to his Basildon centre. His new customers continue to benefit from the ongoing investment in the Pirtek network, providing fast, reliable service throughout the UK and Ireland. LustorSystem is a unique product that filters and stores oil, increasing component life and reducing unplanned maintenance. It was developed in Cambridge by Enluse BV with Pirtek’s help. Pirtek’s input made it CE compliant, meaning it can be sold across Europe, so putting it ahead of the competition.

As winter approaches, Pirtek technicians are investing their time preparing customers’ equipment after a long summer. A thorough Pirtek service means clients can be confident in their equipment and feel ready for any further extremes the weather can throw at us.

Chris Stuckey Managing Director c

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ABERDEEN Tel: 01224 225 588 ASHFORD Tel: 01233 502 090 BASILDON Tel: 01268 522 633 BELFAST Tel: 02890 369 522 BIRMINGHAM Tel: 0121 327 8678 BRADFORD Tel: 01274 739 300 BRISTOL Tel: 01179 820 056 BURTON UPON TRENT Tel: 01283 545 666 CAMBRIDGE Tel: 01223 835 222 CLEVELAND Tel: 01642 611 111 CORK Tel: 00353 21421 0990 COVENTRY Tel: 02476 633 797 CRAWLEY Tel: 01293 571 707 CUMBRIA Tel: 01768 210 055 DERBY Tel: 01332 205 000 DOCKLANDS Tel: 020 7474 8197 DONCASTER Tel: 01302 881 115 DUBLIN Tel: 00353 1456 4822 DUNDEE Tel: 01382 819 988 EDINBURGH Tel: 0131 554 1445 ELLESMERE PORT Tel: 0151 357 3574 GALWAY Tel: 00353 91 730 530 GLASGOW Tel: 0141 641 4422 GLOUCESTER Tel: 01452 881 861 GREENWICH Tel: 020 7237 8230 GUILDFORD Tel: 01483 454 546 HARLOW Tel: 01279 427 300 HULL Tel: 01482 217 222 IPSWICH Tel: 01473 688 288 ISLEWORTH Tel: 020 8847 5095 ISLE OF WIGHT Tel: 01983 528 000 KIDDERMINSTER Tel: 01562 753 770 KILMARNOCK Tel: 01563 521 166 KINGS CROSS Tel: 020 7700 1819 KINROSS Tel: 01577 865 855 LEEDS Tel: 0113 244 2700 LEICESTER Tel: 01162 547 745 LEYTON Tel: 020 8556 9500 LIMERICK Tel: 061 305569 LINCOLN Tel: 01522 697 698 LIVERPOOL Tel: 0151 933 9000 LUTON Tel: 01582 597 050 MANCHESTER EAST Tel: 0161 785 9100 MANCHESTER Tel: 0161 877 0000 MANSFIELD Tel: 01623 555 500 MEDWAY Tel: 01634 297 080 MILTON KEYNES Tel: 01908 565 500 MITCHAM Tel: 020 8640 6565 NEWPORT Tel: 01633 868 655 NORTHAMPTON Tel: 01604 499 644 NORWICH Tel: 01603 744 544 ERITH Tel: 01322 350 400 EXETER Tel: 01392 499 030 FALKIRK Tel: 01324 611 444

Inverness

Aberdeen

Dundee

Perth

Kinross

Falkirk

Glasgow

Edinburgh

Paisley

Kilmarnock

Tyne&Wear

Dumfries

Penrith

Cleveland

Belfast

York

Bradford

Leeds

Preston

Hull

Wakefield

Oldham

Manchester

Liverpool

Doncaster

Galway

Wigan

Lincoln

EllsemerePort

Sheffield

Dublin

Nottingham Mansfield

Stoke

Norwich

Derby

Leicester

Limerick

Shropshire

Burton-upon-Trent

Peterborough

Wolverhampton

Coventry

Birmingham

Waterford

Oldbury

Cambridge

Rugby

Northampton

Redditch

Cork

Worcester Kidderminster

Ipswich

MiltonKeynes

Luton

M25

Harlow

Gloucester

Slough/Heathrow Oxford

Basildon

Swansea

Newport

Cardiff

Watford

Reading

Medway

Swindon

Leyton

Thurrock

Westbury

Bristol

Guildford

Ashford

KingsCross

ParkRoyal

Crawley

Docklands

Erith

Portsmouth

Greenwich

Ferndown

Isleworth

Exeter

Southampton

Poole

Mitcham

Plymouth

IsleofWight

NOTTINGHAM Tel: 01159 850 081 OLDBURY Tel: 0121 552 3355 OXFORD Tel: 01865 711 323 PAISLEY Tel: 0141 849 0404 PARK ROYAL Tel: 020 8961 0333 PERTH Tel: 01738 635 555 PETERBOROUGH Tel: 01733 893 466 PLYMOUTH Tel: 01752 511 010 POOLE Tel: 01202 681 681 PORTSMOUTH Tel: 02392 382 221 PRESTON Tel: 01772 620 111 READING Tel: 01189 584 458 REDDITCH Tel: 01527 521 933 SHEFFIELD Tel: 01142 493 666 SHROPSHIRE Tel: 01952 200 678 SLOUGH Tel: 01753 550 077

SOUTHAMPTON Tel: 023 8033 7737 STOKE Tel: 01782 206 206 SWANSEA Tel: 01792 310 031 SWINDON Tel: 01793 512 500 THURROCK Tel: 01708 869 696 TYNE & WEAR Tel: 0191 487 9996 WAKEFIELD Tel: 01924 365 300 WATERFORD Tel: 00353 5137 4000 WATFORD Tel: 01923 256 733 WESTBURY Tel: 01373 822 073 WIGAN Tel: 01942 230 111 WOLVERHAMPTON Tel: 01902 862 000 WORCESTER Tel: 01905 757 111 YORK Tel: 01904 693 866

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M A G A Z I N E

Contents

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7

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Luton News Update

The Ireland Issue Intro

Belfast Service Under Pressure

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16

20

Dublin Moving on Up

Galway Testing the Limits

Cork Marine Support

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30

34

Basildon Dynamic Deals, Soft Service

Cambridge A Clean Sweep

Pirtek Racing Photo Finish

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Luton – News Update

With the new football season well underway, Pirtek Luton’s name sits in pride of place to the top left of the goal at the Oak Road Stand of Luton FC’s Kenilworth Road stadium. Pirtek’s prominent support is obviously helping, with the club sitting in the top third of the table at time of writing. The whole Pirtek network wishes The Hatters well in their first spell in League One since the 2007-08 season.

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M A G A Z I N E

The Ireland Issue

Green light for growth on the Emerald Isle

Pirtek’s operations in Ireland are relatively recent in relation to those in the UK and the rest of the world. However, Pirtek Ireland is a high growth operation. With six centres and 32 vans at present, all of the franchises in Ireland are developing their operations, offering new services, recruiting staff or finding new customers.

Franchisees and centre managers across Ireland have ambitious plans, introducing innovative services such as Total Hose Management and working with high profile clients such as shipping company Arklow Shipping and even the Irish navy. Over two issues, we are covering all of the centres across Ireland, including the new depot at Dublin and, in line with

the trend in Pirtek Europe, the multi- franchise centres of Galway-Limerick and Waterford-Cork. Taking a road trip from the north down to the far south of the Republic, In the Pipeline shows off what Pirtek is capable of. With fast-moving centres in Belfast, Dublin, Cork, Limerick, Waterford and Galway, Pirtek, is going from strength to strength on the Emerald Isle.

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Pirtek Belfast is a centre that takes great pride in itself and the service it delivers. Though it has recently refitted its premises, the pristine paintwork and organised demeanour are nothing new or out of the ordinary. Providing a comfortable and efficient working environment for all staff is central to Pirtek Belfast’s ethos and its management firmly believes that this filters through to delivering excellent customer service. cleanliness and is meticulously laid out. “Both the franchisee David Adams and Centre Manager Alan Craig have excellent technical knowledge and they know the best way to lay out the store and the workshop,” says Cathy Doyle, Sales Manager at Pirtek Belfast. “Anyone who works here can pick stock quickly and easily.” The centre The centre is remarkable in its This is also true of the vans. “I could step in and find parts and fittings on any of the Belfast vans,” she says. “This means that when you’re on the job, time is not wasted searching for the correct hose or fittings as everything is where it should be. “This all helps with our promise of a fast response and first-time fix,” explains Cathy. “There’s no point getting there within the hour if you don’t have the fittings you need and our customers know that if we are taking pride in our work, they’re going to get a quality service.” Though the workshop has recently been refitted, its remarkable state of good order is no flash in the pan. “Visitors will always find our centre clean and organised to this standard,” Cathy says.

Belfast – Service under pressure

“The refit was not completed due to the need to redecorate; it was a practical

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M A G A Z I N E

move. As we have grown from a three to a seven van centre, we simply needed more room and have doubled our office space and created a larger kitchen area.” Cathy continues, “Before it was just one narrow office and our kitchen consisted of one cupboard and a sink. It was spotless, but we needed the extra space for downtime, somewhere the MSSTs could sit and have a coffee between jobs.” Increased stock holding Not only is the organisation of stock considered important, but also the range of items held at the centre. Cathy says, “Stock is an area in which we’ve invested heavily in the last year or so because we recognised that we needed to carry more large bore hose and fittings to ensure we were able to carry out more first time fixes. We’ve also invested in CAT presses, enabling us to better service our customers’ full range of equipment.” Pirtek Belfast has an additional storage facility in Omagh, County Tyrone. “This means that if any of our technicians are completing a job where they happen not to have the items on their van, they have two locations to pick from, again reducing downtime for our customers.” Recognition of excellence Those at the centre are rightly proud of its achievements and this has been recognised by Pirtek UK. “Not only were we the first centre in the network to achieve the Centre of Excellence award, we also recently collected an award for Customer Service at the Pirtek 30 year anniversary conference,” says Cathy. A major contributing factor to attaining these awards was Pirtek Belfast’s belief that communication is key to providing great customer service. “One of the ways we improved communication with

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customers was the introduction of a text service. More than six years ago we introduced a system whereby we would send our customers manual texts,” says Cathy. “We would text customers ETAs and any other updates. As we moved up to seven vans we realised that this would no longer work as effectively. “So when we changed our tracker system we invested a little extra to have some software written that would automatically text our customers. “When we receive a breakdown job, the customer will ring the depot and let us know their problem; we will take all the information; book the job not only on the t-card system but on the tracker as well. “When this information is input to our tracker, it shows us the closest technician and we can then assign the job to them,” Cathy says. “Once assigned, the customer will receive a text to thank them for choosing Pirtek and advise them that the job has been confirmed. The tracker will then send a further text when the technician

is 15 minutes away, confirming the time of arrival.

a job, it’s in hand and they don’t have to chase it up. They trust us to advise when we will be there and let them know if anything changes – for example if a previous job runs over. “When the job comes back, it is checked by a manager and then emailed to the customer along with site photos so they have a complete picture of what the job entailed, all within 24 hours of completion.

“We believe that if you supply your customer with accurate information they can always work around it if things don’t go to plan. “We would rather be open with a customer,” Cathy says. “They know us and they know that when they ring in

RENOVATION: Pirtek Belfast’s new trade counter

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M A G A Z I N E

my son got older, I took on more hours. I’ve been full time for six years now and progressed from part time accounts to Sales Manager. “We’ve also had a few boomerangs over the years. Alan Craig, our Centre Manager, is a good example of this. He was an MSST for around four years but wanted to try something new. Fast forward a few years and Alan was back, initially returning as an MSST but soon promoted to Centre Manager.” Planned maintenance. The Belfast centre ensures that it does not solely rely on breakdown work but also seeks out preventative maintenance contracts. “We currently service local government contracts, which is basically a lot of gritters, gulley suckers, snow ploughs, hedge cutters, all those types of things,” Cathy says. “We provide preventative maintenance inspections for customers so in the winter we would be completing preventative work on their summer equipment – hedge cutters, mowers, etc. And then in the summer we would be maintaining

their gritters, snowploughs and the like, making sure they’re ready for the coming season. That way they can reduce breakdowns and I believe we have proven the value of that to them.” Preventative maintenance is at its best when it goes unnoticed. “Most people will never see the work that goes on in the background to keep these vehicles on the road but it’s definitely beneficial to do the preventative work.” Everything at Pirtek Belfast comes back to customer service and saving the client time and money, says Cathy. “We have really focused on our core business for the last few years – on-site hose replacement – and making sure we do that to the highest standard.” communication and planned maintenance all add up to a centre of excellence for customer service. “Customer perception of our service is vitally important to us and we always try to work with what the customer needs without compromising on our service,” Cathy concludes. The way the centre and its vans are organised, stock keeping, on-the-job

Dedicated Pirtek people The ethos at Pirtek Belfast is instilled from the top. David Adams has built a team of loyal staff who are dedicated to their roles and passionate about providing customers with a great service on every job. Speaking of her own experience Cathy says, “I’ve been here for 11 years. I started off in accounts part time and as

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Dublin – Moving on up

At the time of writing, Pirtek Dublin is in a state of flux. Having just moved into new, larger premises, it is extending its range of services. Space Pirtek Dublin moved into a new centre in mid September. Franchisee Ken Robertson says, “We outgrew our previous workshop a few years ago. We just didn’t have the space.

“It was all right when there were four or five vans but with nine vans (eight hose vans and one systems van) there was simply not enough space.

alone is bigger than the whole of the old site. A lot of thought has gone into the design and layout, it’s a whole lot easier to work in.” Guy’s dedicated hydraulic systems van also benefits from the newfound sense of space at Pirtek Dublin’s new centre, Ken says. “It requires a cleaner working area than others, giving us a further reason for the move.”

“We had 2000 square feet there but now we’ve got 5000.”

Pirtek Dublin’s dedicated Hydraulics Systems Engineer Guy Monaghan agrees with Ken, “The new building’s work area

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M A G A Z I N E

Drive in service Ken carries on, “We were doing around 40 breakdowns a month, in all weathers, right outside the door, which wasn’t ideal for the lads, working in the wind and rain. Now have our drive-in hose repair.” The main workshop has enough room to bring in a 30 to 40 foot trailer and work on it comfortably, says Ken. “Smaller haulage companies don’t want to pay for the call-out service so rather than lose them, we can have them come to us. This keeps their call-out charges down and increases our capacity.” Guy adds, “A hose on a grab truck may only take 15 minutes so they know they’ll be in and out quickly rather than waiting half an hour and also paying for call out. “No one else offers this service and most of our customers wouldn’t have their own fitters. It is certainly a good opportunity,” he concludes. Dublin to do total rehosing. “We do a little at the customers’ sites at present,” says Ken, “but you’re tying up a van, it takes longer because you’re working out of the back of a van and it could be a three-day job meaning the MSST has to clear up each day and start again the next. “Getting the customer to drop their machines to us so we can get in and rehose is far easier.” Feedback suggests there is a market, mainly from plant hire companies, Ken tells. “Every now and then it’s time to change all the hoses; rather than trying to do the work in a yard somewhere, they can bring it into our workshop. If we need to do a bit of welding or anything we can do that here too, whereas it’s not possible on the vans.” Rehosing The franchise is the only business in

Dock work Pirtek Dublin is carrying out preventative maintenance on five of the eight roll-on roll-off ramps at Dublin Port. “They’ve all got ageing hydraulic hoses so we’re routinely replacing and recording them,” says Guy. “Then if they need a replacement they’ve got a part

number and we can send the hose, rather than needing to send a van and MSST.”

The time available to work on the ramps is limited to between sailings, with tides and weather also playing a large part. “In summer months we get next to nothing done because there are so many sailings,” says Guy.

UK 0800 38 24 38 ROI 1800 74 78 35 www.pirtek.eu

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Total Hose Management Pirtek Dublin has its own particular take on Total Hose Management. “We have a number of customers with rolling contracts to change a certain number of hoses each year,” says Ken, “so over a five year period we may change all the hoses. They’d be tagged with all the normal red tags but not with the full >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36

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