When we established the company my vision was for PiLON to be a business that focuses on client satisfaction and passion for its people, products and services.
We have never forgotten this vision: customer service and passion are still the order of the day, despite the tough trading conditions we have all experienced in recent years.
The recession has been a difficult time for us all, but it hasn’t been all bad: it’s made us critically review our business.
As our clients’ budgets became increasingly smaller, we had to look at our costs. But we knew we didn’t want to jeopardise the quality of our work or the customer service we provide. It forced us to find ways to become more efficient.
Taking advantage of technology
One of our innovations during the recession was developing our in-house IT solution, PiLLAR, which has helped us drive efficiency through the business.
“Bringing the trophy home was a fantastic experience and everyone felt so proud to be part of a winning team”
This year our IT team has developed a customer KPI dashboard for our clients. This has been very popular because at the touch of a button they can view our performance on a variety of subjects including customer satisfaction, materials spend, inspections and more.
The system also provides our site teams with all the information they need, so they can focus on delivering the works and looking for ways to improve our efficiency and service to customers, while avoiding lengthy paperwork.
Success in 2013
Our team is committed to delivering excellence, so we were delighted to receive recognition from the construction industry, winning the Finishing & Fit Out Specialist of the Year Award at the Construction News Specialists Awards 2013.
Bringing the trophy home was a fantastic experience and everyone felt so proud to be part of a winning team.
This has not been the only success for us this year. Our customer service level has hit 97 per cent – a great achievement and testament to the commitment of our staff.
We have also opened our second training and vetting centre and launched our apprentice scheme.
We have spent the last few years focusing our business in the right areas, so we can emerge from the recession a stronger company.
I am now seeing a glimmer of hope, and while the market is still fragile I see signs of it beginning to pick up. After a tough few years I feel optimistic – we have an exciting time ahead of us.
Florian Molodoveanu is CEO and founder of PiLON
Enter the CN Specialists Awards 2014: deadline 1 November
Now in their 10th year, the Construction News Specialists Awards are the only national awards that recognise and celebrate the very best specialist contractors in the UK, highlighting outstanding work across 16 categories.
For more details visit www.cnspecialistsawards.com
The awards are FREE to enter. The entry deadline is 1 November 2013