Customer: Springboard Musical Theatre Company

Location: Inverness

Requirement: When Springboard Musical Theatre Company outgrew the office space in its founders’ home, the small family-run company started to look for new premises to house its expanding enterprise.  Not wanting to be based too far from home, the owners decided that a high-quality portable building would provide the ideal solution, since it could be located in their large garden. Being a family-run firm they needed to find a supplier they could trust to provide the quality of building and the level of service they required.

Solution: The family researched the various companies that could provide the kind of building they needed, and refined their list of possible suppliers to Portakabin and a rival Scottish company. That’s when Portakabin Hire Co-ordinator Gordon Stewart introduced the Customer Charter with its raft of customer service promises. He emailed a copy to the company, and then talked through its assurances with them in detail. It was a tactic that proved decisive in Springboard’s choice of a Portakabin Pacemaker building over a similar product offered by the rival firm.

Gordon says: “The people at Springboard were really impressed by the Charter’s guarantees of high levels of service from the hire team, as well as from our service teams after the building was delivered. They could see that although they might be paying a little extra for the building, they were really getting a lot extra in terms of excellent service and the peace of mind that goes with it. This, on top of the good service they had already experienced from us, really swung the decision in our favour.

“As we are the only building supplier to set out our service promises in writing, the Charter really gives us an edge over the competition. Even though this was a relatively small hire contract for us, hiring the building was a major decision for this small firm, and the Customer Charter gave them all the reassurances they needed that we were a supplier they could trust.”