Dedicated to customers, 24/7
“I am a dedicated point of contact for my customers and, like SRL’s supervisors, I’m on call 24/7 to help them. If, for any reason, I can’t pick up a call from a customer then it’s automatically diverted to the rest of the team. This gives the customer complete peace of mind that any emergency they might have will be taken care of. My partner jokes that I rarely get a lie-in at the weekend, but I genuinely enjoy helping my customers and solving any problems.
“For instance, I had an early morning call recently from the police about a set of lights that had failed. As the lights were on hire, I contacted the hire customer and they went out to investigate. They called me when they arrived, and, with the assistance of the depot supervisors, we diagnosed the problem, and the customer fixed the lights. Problems, such as interference with radio waves, are often very simple to solve and all we need to do is re-boot the system,” says Tracy.
Tracy also recently managed the opening of our new hire desk, which is based at our Leeds depot. She runs the hire desk with Beverley Saville, our national hire desk co-ordinator.
“It was a challenge opening the new hire centre because I hadn’t managed anything as complex as this before, but it all went very smoothly and the desk is now fully operational,” she says.
Women in industry
In what many may think is a male-dominated industry, SRL has always been supportive of women and Tracy feels there are no barriers to progression. “It’s inspiring to see women, such as our commercial director Alison Spooner, progressing within the company – there is definitely opportunity for advancement for females here. There is no glass ceiling at SRL,” she adds.
So, what’s the best thing about working at SRL for Tracy? “For me, the people at SRL make SRL what it is. Everyone is passionate about the business and totally dedicated to our customers. It’s a very supportive environment and everyone is there to help their colleagues and to make sure that we keep our promises to customers.”
Tracy credits SRL’s ongoing commitment to innovation in helping us get to where we are today. “SRL never stands still, it is constantly looking at new technologies and planning developments that break new ground. Whether its VMS, CCTV, remote technology or interchangeable lights, SRL is an industry pioneer that’s constantly developing unique market-leading products.”
Tracy has made a terrific contribution to SRL over the last three years and her success in her new role as key account manager is richly deserved.