Independent, family run hire company Miles Hire have been recognised for their excellent customer service at a recent industry event in Coventry.
The firm, run by brothers Darren and Ryan Miles, won the award for “Outstanding Customer Service” at the Executive Hire Show at the Ricoh Arena.
The award recognises dedication to customer service and the Swansea based company beat many national firms to “bring home the gold” in this hard-fought category.
“The win is recognition for the commitment and hard work each and every one of our team put in day in day out,” said company director Darren Miles, “and in a sector as competitive as ours with many national firms competing on price, we know it’s our service that sets us apart and is why our customers keep coming back to us.”
Their commitment to excellent service is actively demonstrated with the firms guarantee to get equipment on site within 2-hours of receiving an order, something they achieve through effective teamwork and technology, as director Ryan Miles explained.
“We have invested time and energy in developing a streamlined process that uses technology to match available products with the relevant depot and logistics team to get equipment on site as fast as possible,” said Ryan.
“Our real-time mapping software allows us to pinpoint the location of nearby delivery drivers, so in seconds, we can match the order with the nearest driver and the equipment is automatically updated to the driver’s schedule,” continued Ryan.
In an industry where the late delivery of equipment can mean workers have to ‘down-tools’ and sites lose money, the guaranteed 2-hour delivery window makes a huge difference.
“We work with a wide range of customers from one-man-bands to large contractors, and the feedback we have from all businesses is that they can trust us to get equipment onsite fast,” said Darren.
The win is the second time the Swansea based company has beaten stiff competition from much larger firms to take a UK wide award, as director Ryan Miles explained.
“In 2017, we won Plant, Tool & Equipment Hire Company of the Year at the Hire Association of Europe’s awards in London and came runners up in 2018,” said Ryan “so to win another prestigious award such as this gives us the confidence to carry on developing and innovating.”
With depots throughout South Wales, this small business certainly punches above its weight and has attracted attention from the likes of JCB who recently approached the firm to stock their products.
Darren Miles continued, “When the likes of JCB approach you, you know you’re doing something right, and with our accelerated growth plans, we hope to be a much larger organisation over the next 5 years.”
As the firm goes from strength to strength, the award is a demonstration that bigger is not always better and that independent, family-run businesses such as Miles Hire can make a difference.
Miles Hire, the independent plant and tool hire specialists, have beaten off stiff competition from national hire firms to win UK Hire Company of the Year. The award, which is issued by the Hire Association of Europe, is considered the highest achievement in the UK hire sector and is a real coup for the family run business.
The company, which has its head office in Swansea and depots throughout South Wales, has been in the family for two generations and has been through some challenging periods, the award is the perfect recognition for their ambition and tenacity.
Director Ryan Miles picks up the story, “Plant and tool hire has been in our family for over 30 years. Before Miles Hire there was DSM plant hire, our fathers hire company (David Sydney Miles: DSM), which was dissolved into Miles Hire 14 years ago when it became the three of us, myself, Darren and our father. When our father passed away suddenly 11 years ago, we were left with a fledgeling business that was about to hit the rocky shores of a recession.
“It was a trial by fire without our father’s experience but we battled through, working all the hours we could to keep Miles Hire going, chasing down every opportunity but maintaining the belief that our father instilled in us about customer service being our top priority. This was challenging when competitors were trying to give equipment away at rates we could not match but we continued that belief even during difficult times. Not only is it now one of our greatest strengths, but it’s also what sets us apart from the competition and keeps customers coming back”.
Alongside a strong belief in keeping customer service at the core of everything they do, the team understands the power of relationship building with customers no matter who they are or what they need.
Darren Miles continues “Another advantage we believe in Miles Hire’s success has been working with others, whether that has been other independent hire companies or builders merchants or large nationals. Building up respect with these companies has allowed us to open three further depots inside independent builders merchants and passing business between us all has benefited each company and more importantly, the customer”.
In addition to focusing on their own business, the brothers have also looked at ways to develop the trades and construction sector across South Wales as founding members of the ‘Builders Breakfast Exhibition’. Ryan Miles explains, “There are a lot of multi-million-pound projects underway in the local area however from our own experience and that of our customers, the general feeling was the big projects were out of reach. After contacting the local authority and Welsh Government, it became apparent the projects were not closed to “the little guy” however there was a disconnect between the project managers and local trades as neither knew how to talk to the other.
“Out of this revelation was born the Builders Breakfast Exhibition, an event designed so both parties could talk to each other. We held the first event in February 2016 and attracted over 15 exhibitors, 111 attendees and a presentation from the local authority on its £500m redevelopment plans for Swansea City Centre and details of how local businesses can get involved. We reviewed the event and have planned additional Builders Breakfast Exhibition events across Wales during 2017 and 2018 and have attracted landmark projects such as the Tidal Lagoon to engage with the local trades and construction sector”.
These are some of the key headlines from Miles Hire however the final word is from Darren Miles; “I feel we make a great effort in the hire industry in trying to make a positive difference, whether to our staff, our customers or our city and that I think it has benefited us all and are extremely proud to have won the Company of the Year Award”