Your Business With James Caan 2017 - 19
business-to-business sales. "At the O2 Business
Centre Rainford we have many years' experience
of working with new and evolving technology,
from smartphones and apps to remote working
and cloud storage," says operations manager
Anthony Coucill. "Helping our customers choose
the right products in a constantly changing
technology environment is essential. Our field
sales team covers the whole of the UK and we
work with our customers to understand their
needs, and recommend solutions to make their
business more productive and efficient."
This all stems from Steve's drive and the
commitment of his 200-strong team to be the
best and provide outstanding customer service.
"Right from the first store in Bolton, I built a sales
team with selection, induction and ongoing
training all as important as each other," says
Steve. "I knew that with the right people,
structure and discipline, maximising revenue
was never going to be a problem. If customer
experience is going to be exceptional, then
the people delivering that experience need
to be exceptional. This ethos has been passed
Ready to serve their customers
- the Communications Plus team
If customer experience is to
be exceptional, then the people
delivering that experience need
to be exceptional Steve Roberts, MD
on to all our teams, who regularly look to go
above and beyond to offer every customer
the very best service."
The company has invested further in its
teams and has a taskforce solely focused on the
learning and development of each individual
within Communications Plus. Its aim is to ensure
all members of the team feel confident and clear
on how to deliver exceptional experiences.
"We expect certain things as routine,"
says Steve. "To arrive on time, be smart and
presentable and to be ready to serve our
customers. We also ensure employees are well
rewarded, with commission and bonuses for
delivering our vision of an exceptional customer
experience. We measure this on receiving
excellent feedback, facilitating a successful
transaction, or simply a dazzling a customer."
This attitude towards the employees earned
Communications Plus an Investors In People
gold award at the first attempt. The assessors
noted the company is one where "people are
motivated and inspired to deliver their best.
The investment in people is impressive and
the impact is dazzling."
This is also shown by the company's links
with tech start-up Squirrel, which helps
companies assist their employees in looking
after their personal finances. Squirrel CEO Mutaz
Qubbaj told Communications Plus, "What you
have built by way of a community, and your
amazing push to embrace your employees'
wellbeing, is truly inspiring."
Furthermore, the Communications Plus
team has become a formidable force within
the industry, resulting in striking turnarounds
at many of the stores the company has taken
over. At one recent store addition, the first
quarter saw the team deliver four times as
many connections as in the previous quarter
under the previous owner.
Communications Plus is now moving forward
with new ventures and opportunities in both the
retail environment and business-to-business
world. "We're really excited about the future,"
says Steve. "We see a lot of potential for growth
within the team and as a business."
M O R E I N F O R M AT I O N
Call: 01744 780062