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 firm’s 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.