BUILD Q2 2018

Build Q2 2018 12 ounded in 2010, David Brown was determined from the outset to make Berkshire East a company that would stand out in a crowded marketplace. David was able to foresee an opportunity in the market, recognising that customers want two things, excellent workmanship and first-class customer service, both of which he is able to offer. Berkshire East has continued to grow and now offers its services across a number of sectors including domestic, commercial and catering through Berkshire, Surrey, Hampshire and West London. The team have also been as far afield as the Cayman Islands, as their impressive portfolio gathers pace across the nation. Crucial to the success of the company is its customer retention rate, which stands at approximately 89%, highlighting that there is a high level of customer satisfaction with David and the team. With the company growing annually at around 35%, Berkshire East continue to deliver an unrivalled service, whether it be a one-off breakdown or a bespoke service contract, customers can feel confident that they will be provided with a professional and expert service. Amongst its client base, Berkshire East can count royalty and a huge amount of returning customers, something which is testament to the service levels the team offers. The company prides itself on a high stand- ard of workmanship, and employing staff that are constantly striving to achieve the best possible outcome. Operating within a crowded and competitive industry, setting itself apart from its competitors is imperative. Berkshire East believes that its employees are key to achieving this, and so each member of staff is hand-picked by the two directors. Understanding the important of customer satisfaction is a key factor in the achievements of Berkshire East, and the team always go the extra mile in order to exceed client expectations. A nothing is too much trouble, friendly yet professional outlook, coupled with manners and respect for people’s homes and workplaces goes a long way. Regarding the domestic side of the business, Berkshire East cover all aspects of plumbing and heating, such as leaking taps or bathroom redesigns. Qualified, certified and boasting a wealth of experience, all engineers are Gas Safe registered and can deal with boiler breakdowns, servicing, and repairs. The commercial aspect of the business is relatively young but is growing well, and it now has contracts within the public and private sectors, servicing schools and local business. The same principles apply, with excellent customer service which the highly skilled engineers provide, combined with competitive rates leading to the team at Berkshire East confident that the commercial side of the business will come to be a success. As a Safe Contractor accredited company, and both a “Which?? Trusted trader” and a proud member of checkatrade.com , the firm boasts over 900 testimonials which are increasing each and every day, and coupled with an average score of 9.9, helps to spread the firm’s already glowing reputation. They urge every customer to do research on any tradesman or company that are looking to have work carried out by. Furthermore, customer feedback is very important to Berkshire East and is requested for every job. On the rare occasion that negative feedback is received, it is dealt with swiftly and professionally, with any training issues being identified and put in place to ensure that the experience is not repeated. Lastly, success is always lovely to talk about, however without sharing that success the feeling tends to be short lived. This is one reason that the company and team find an annual good cause to help. To date, Berkshire East has delivered a disabled toilet and shower to the All Night homeless Cafe in Camberley, where the homeless can not only receive a warm drink and meal, but also have a hot shower and change their clothes. The team have also helped a single parent of two children who was struggling financially, with Berkshire East supplying and fitting a new Worcester Combi run, gas central heating system throughout their home in 2015, along with many more good deeds. Ultimately, David and the rest of the team at Berkshire East Plumbing & Heating are well on their way to achieving the mission of standing out amongst its competitors in a crowded market. Maintaining the incredibly high customer satisfaction levels that the firm already boasts is a key aspect of its success, along with the exceptional quality that each service is completed with. A Company you can Trust Inspired by the idea of offering a service which would be ranked as one of the best in the plumbing and heating industries, David Brown founded Berkshire East Plumbing & Heating. We profile the firm as we explore the secrets behind their success in being named Leaders in Domestic Plumbing Services in Berkshire in our Small Business Awards. F