YourBusinessWithJamesCaan2016 - 131

Delivering the exception
al
- Communications Plu
s staff

actually been invited, past the security, up those
steps and into all of that splendour, will be
memories that stay with us forever.'

Winning �ield sales team
The Queen's Award is the latest in a long
line of accolades which decorate the smart
Communications Plus headquarters in Rainford,
a village just outside St Helens on Merseyside,
which is Steve's home town.
The building is also home to the company's
business centre, separate from the stores, which
advises and equips businesses with mobile
phones, tablets and products such as McAfee
Security and Microsoft Office 365 to help them
move forward in the digital world.
A field sales team covers the whole of the
UK and strives to provide a personalised service
and tailored package to serve the mobile
telecommunication needs of individual clients.
As a franchise of O2, Communications Plus'
stores and the business centre offer O2 products
and services under the O2 brand in line with
O2's instructions.
Last year, Communications Plus was included
in the Stock Exchange's list of 1,000 businesses
to inspire Britain, thanks to its positive growth in
revenue over the past four years and significantly
outperforming sector peers.
It scooped O2's in-house Franchise of the
Decade award at the digital communication
giant's Franchise10 awards ceremony. At the
same event, the company took the Franchise
Customer Award for high standards of customer
experience, and perhaps most satisfyingly,
the Franchise Choice Award, chosen by other
franchisees in the group.
It all stems from Steve's drive and the
commitment from his 200-strong team to be the
best and provide outstanding customer service.
Steve, who started his working career in
a wholesale fruit and vegetable market in
Liverpool, said: 'Right from the first store in

This award reinforces
our belief and desire
to keep delivering
the exceptional,
day in, day out
Bolton, I built a sales team, with selection,
induction and ongoing training all as important
as each other.
'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 those
experiences need to be exceptional.'

Dedicated taskforce
Steve fine-tuned his own sales structure and it
now has its own dedicated taskforce at the firm's
HQ to train new members of the team.
Its aim is simply to ensure that the
Communications Plus team are clear and feel
confident on how to deliver the exceptional.
He said: 'We expect certain things as routine,
to arrive on time, be smart and presentable and
ready to serve our customers.
'After that, staff are paid commission and
bonuses for delivering the exceptional, ie. 100%
customer experience and performance.'
The company also ensures employee efforts
are richly rewarded and that they are as happy as
the customers.
This attitude towards the staff has earned
Communications Plus an Investors in People
gold award at the first attempt. 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 said: 'What you've
built by way of a community, and your amazing
push to embrace your employees' wellbeing, is
truly inspiring.'

Striking turnaround
The result is that Communications Plus and its
team have become a formidable force within
the industry which has resulted in some striking
turnaround for many of the stores they have
taken over. For example, in one of their most
recent store additions, their first quarter saw
the team deliver four times as many connections
as in the previous quarter when it was under
different ownership.
The goodwill also extends to the team at the
business centre. Witz End Solutions Director
Joseph King told them: 'I would like to say
a heartfelt thanks for all your hard work on
my account. The initial changeover from one
provider to another was a big concern. I want to
add that the transition of my 64 numbers over
to you has been so streamlined that I would
not hesitate in recommending you and your
business to my own clients, and that says a lot.'

M O R E I N F O R M AT I O N
Call O2 Business Centre, Rainford
on 01744 780062
Email enquiries@commsplusltd.com


http://www.commsplusltd.com/

YourBusinessWithJamesCaan2016

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