Brooktherm Refrigeration’s twin principles of customer service and quality coupled to the importance we place upon our relationship with our clients mean we are fully committed to customer care and believe this to be a vital component of our continuing success.
Our ethos of putting clients first and effectively responding to their needs goes far beyond contractual obligations. For us, customer satisfaction is our top priority and we place strong emphasis on delivering our services both professionally and to the highest standards.
To this end and as part of our commitment to customer satisfaction we have developed and implemented key performance indicators (KPI’s) and conduct post contract reviews with the client for every project that we undertake. These two fundamentals help us to ensure we deliver the high level of service expected by our clients and, more importantly, also allows us to implement changes should this not be the case.
To ensure the smooth transition to owner and occupier, we provide our clients with a user-friendly operations manual that provides an in-depth specification on the system/s installed.
We are also able to provide basic training for site engineers in the operation each system installed and advise on recommended daily, weekly or monthly tasks which may be implemented into existing ppm schedules to minimise unnecessary attendance and therefore cost.
We operate a 24hr emergency service 365 days a year, to ensure our clients receive the best possible service, both during and after a project.
We aim to deliver a defect free product and offer a comprehensive 12-month parts warranty on all installations.
PPM (Planned Preventative Maintenance) programmes are put in place to minimise the risk of failure and to ensure efficient running conditions.
Our Customer Liaison visits all clients at least twice a year for a review meeting to obtain valuable feedback. This enables us to keep on top of any issues, avoid becoming complacent, review all procedures on a regular basis and build a strong, trustworthy relationship between ourselves and you, the client.
The success of our Aftercare policy is reflected in our client retention and their repeat business.