Articles & Case Studies

Helpful engineers mean happy client

Posted: Wednesday 27th February 2013

Lanes for Drains, the UK’s largest independent drainage specialist, likes its customers to be happy. In fact, the happier, the better.

So, when Paul Matthews, development manager of Lanes’ Tyne and Wear depot, received an email from John Gorman praising the young engineers who had carried out a CCTV survey, he was positively delighted.

John is Group Facilities Manager at the H W Martin Group which had acquired a three-quarter acre site at Monument Park, Washington, from Premier Waste in 2010. John needed a comprehensive site plan of the drainage system — and he knew just who to ask:

“We have been using Lanes in Yorkshire and the East Midlands for the last five years so I knew the company’s capabilities. We needed the survey quite urgently, because as a registered waste and recycling facility we are open to spot audits by the local authority or by the Environment Agency, so we were keen to make sure everything was in order in advance of that. We contacted the North East depot direct and spoke to Paul.”

“Our local crews were busy,” says Paul. “But with the works urgent, I contacted the team in Manchester, who sent two CCTV engineers to help out so that we could complete the survey to meet H W Martin’s deadlines.”

Simon Jones and Paul Sheehy from the North West depot duly arrived and spent the day producing a full and detailed survey of the site’s drainage system. They obviously did a great job, because John wrote to Paul the very next day, saying:

“Yesterday, we had a couple of your engineers on site carrying out a drain survey.

“It was an absolute pleasure working with these guys. To say they couldn’t do enough for us would be an understatement; they are a credit to your company. As Facilities Manager, I work with hundreds of contractors throughout a year, and these lads were some of the best I’ve come across.

“You don’t find that sort of attitude often these days. It was really refreshing — and the fact that they were both young makes it even more surprising, in my experience.

“Please pass on my thanks to both of them.”

Well done guys!

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