To Balfour Beatty Engineering Services, customer services means that we capture and implement best practice for a consistent delivery and aftercare process for all projects undertaken by Balfour Beatty Engineering Services.
Our process incorporates building services consultancy BSRIA’s Soft Landings ethos, turning it into a bespoke service delivery plan for each project.
Soft Landings means that the company will stay involved with its projects beyond practical completion and will be on hand to help the client during the first few months of operation.
Business development director, Bill Merry explains, “Although there are pockets of excellence across the whole of Balfour Beatty Engineering Services, we want to create a consistent approach to client handover on every project and offer the best customer service the industry has to offer. This means helping clients and occupiers to fully understand how to control and best use their buildings.
“We aim to create a smooth transition at handover by educating our clients and our staff in the new procedures. Defect closure will still be the responsibility of the site teams at all times, however, on occasion, end-users can feel that a building we’ve provided doesn’t live up to their expectations and my role will be to face up to any problems that occur, find a practical solution and ensure any lessons learnt are communicated both internally to our staff and externally to the end user."