Jat Mann, Managing Director of PC PAL attended the prestigious Annual PCR Awards at swanky London's Royal Garden Hotel last month. His PC Repair and Support Company company was finalist in the Service and Support category. PC PAL were unfortunately pipped to the post this time!
'We were obviously very disappointed not to win in our category,' lamented Jat, 'but at the same time we were very proud to have been nominated as finalists alongside some very high calibre entries!'
The Service and Support Award is based on product knowledge, customer satisfaction and success rate. PC PAL's over-riding goal in today's Computer Repair and Support Market is to achieve high levels of customer satisfaction. This is a key factor in why PC PAL choseFranchising as the model with which to expand the business across the UK, as engineers will all be owner-operators, or managed very closely by one, and thus are stakeholders in achieving very high rates of satisfaction. This is much harder to achieve through organic expansion by employment and regional management. It is this which enables PC PAL to achieve their aim of providing all their customers with 'Big Company Reassurance and Small Company Service'. And they have the testimonials to prove it.
'We don't operate call centres', explained Jat 'as we know our customers want to speak to a local person who can advise them and provide a friendly and efficient service. It's harder to make that personal connection if a customer in Sunderland calls a call centre in Bristol, as you not only have issues with local accents and dialects, but operators won't necessarily know the area so well and therefore this will affect job routing and again efficiency is affected.'
PC PAL say they fix 99% of problems on-the-spot without having to take the machine away. That offers customers the ultimate in convenience as well as being less of a risk to the machine itself. PCs don't often take well to an unpackaged journey on the back seat of a car! Prices are excellent value for money and less than would often be paid for an over-the-counter service at a high street store.
'We'll be asking our regular customers both domestic and small business to lobby the PCR Awards in 2011 for our entry!' said Jat. 'I'm confident that if we keep up the high standards our customers have relied upon over the years, that we'll be on top of the podium next year!'
