Ardent’s Operated Hire Proposition Wows the Industry
Ardent’s operated plant proposition continues to go from strength to strength. Customer numbers are growing daily and Ardent has been inundated with requests from experienced operators wanting to join the team.
This isn’t surprising given Ardent’s reputation for investing in high specification equipment and the young age profile of its fleet.
Ardent also has a reputation for looking after its people. Treating colleagues with fairness, courtesy and respect, being polite and proper manners are part of Ardent’s ethos that might seem old fashioned to some but are very much core to how Ardent conducts business. Jeremy Fish, CEO, says, “Life is too short and no-one wants to go to work to be treated badly. Our philosophy is all about creating an environment where people can excel and be the best they can be. We also want colleagues to enjoy their work as part of a successful team. Their success is our success.”
Although Ardent offers operators on all its equipment, in recent weeks more and more customers are requesting roto-telehandler and excavator operators, finding Ardent’s service and attention to detail to be impeccable. Fish continues, “We provide a friendly and personal service. Customers genuinely enjoy calling us and most of them know our Customer Care team on first name terms. At the end of each hire customers can score us out of 10. Everyone at Ardent is fanatical about going overboard and getting scores of 10 or 9, such is our culture.”
So far the results are very encouraging. Ardent’s Net Promoter Score (NPS), which is adjudicated by an independent third party, is one of the highest in the industry. Not content with this, the company has plans to improve its NPS even further. “We stopped comparing ourselves to the hire industry a long time ago”, says Fish. “That’s because the hire industry’s score isn’t that great compared to other industries. Instead, we compare ourselves to world-leading customer service providers like eBay, Amazon and Harley Davidson. These are ones we have in our sights, not the hire industry. Everything in our business is driven by customer feedback, and I mean everything.”
As part of improving the customer experience even further, Ardent is about to launch an operator app that will allow digital entry and signoff of timesheets along with straight-through processing into the company’s back-office system. Fish explains, “This will reduce errors and processing times and will make our operator proposition much more transparent. Customers will be amazed at how easy it is to deal with Ardent when this is place.”
Customers can book an operator with their hired equipment by calling 03333 202 555 option 2 or by sending an email to email@example.com.
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