Ground Control leaders seek to further improve customer experience with new initiative
For ‘One Day in 2017’, Ground Control’s entire Senior Leadership Team stepped away from their day jobs to spend time out with a colleague at another level across the business.
Swapping their desks for work boots and hi-vis, the senior team were invited to step into the shoes of the men and women who deliver for our customers, to experience a day from their perspective. From maintenance, planting and landscaping, to vegetation works on the railway, visiting sites with contracts managers, and completing essential administrative work in the office, a total of 45 senior leaders completed ‘One Day in 2017’.
Ground Control pride themselves on delivering unrivalled customer service alongside fantastic operational delivery; achieving great results due to the hard work and dedication of their people. Taking the time out to experience first-hand how teams go about delighting customers has become a key driver for Ground Control’s senior team, enabling the team across all divisions to gain immensely valuable insights into the challenges, frustrations and delights that colleagues experience on site.
By example, Neil Walby, Senior Construction Manager spent time working on the tools at a recent construction project at Elephant Park in South London.
“GC was really up against it to get this project complete for the client’s opening date the following week. The project was very complex with a wide variety of elements to install with around 40 men on site and just one small access route in/out for materials and waste. It was pretty chaotic to say the least but we had some very good committed teams on site who were happy to stay late and work weekends to get the project done.
I thoroughly enjoyed mucking in together with our teams and even when the rain came down heavy there was still a good team spirit that kept everyone going and made the challenging completion of works possible in the end.”
Graham Bird, Operations Director, joined a team at Sainsbury’s site in Epsom, undertaking a day of maintenance work to keep the site up to its exceptional standard. Andrew Hollyer, Sales & Marketing Director, spent a day working across 4 Thames Water sites, both vast and challenging; requiring a combination of ride-on and pedestrian mowers.
“It was great to get insight into how our teams actually deliver the work on various sites and the challenges they face day-to-day, all of which can help us improve processes and continue to deliver a great service.”
HR Manager Niki Dole joined Contract Manager James Olphin, out on the road visiting some of the many sites we maintain. “Spending time out with James gave me a lot of ideas about how we can improve our field team inductions, which was great. Also, from a HR point of view, it got me thinking about wellbeing and how we can enable daily activity for those who spend hours on the road.”
Senior Manager for Rail, Stephen Gates spent his day building bug hotels on the HS2 contract to encourage biodiversity in the area, whilst Regional Contracts Manager Ross Brownlie, spent time at one of our high security HMRC sites.
Managing Director, Marcus Watson commented; “Our business is only as good as our people and the more knowledge and experience our leaders can draw from across the business at all levels, the better. We are continually growing as a company, and I am delighted that our senior leaders are keeping in touch with what is important; the family culture upon which we are built, and the values that helped us get to where we are today.”
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