What's been going on in the Twofold office?
Over the last couple of months we've had builders hard at work on the ground floor of the Twofold Head Office, with the admin team gaining mountaineering skills in their quest to get parts and supplies out of the building, and the engineers climbing over plasterboard in hard hats to fix their machines. It’s definitely not a place to wear flip flops at the moment!
Why are we doing this?
The management team met to have a brainstorming session about the business with a mission to find out - What makes Twofold special, and what is important to us as a business?
We have always known the answer to this, and our main focus has always been on our customers, without these we cannot grow as a business. As a company we want to provide our customers with an outstanding customer service experience.
We want our customers to want to stay with us and we want them to talk about us, to friends, family, colleagues, other businesses – to tell people that we have gone out of our way, over and above, exceeded expectations, and provided them with an amazing overall customer service experience.
So, that’s the answer then - our customers are the most important thing in our business, or are they? I don’t think so, I take inspiration from a greater mind than mine and suggest that in fact our employees are the most important thing in our business.
'Clients do not come first. Employees come first.
if you take care of employees, they will take care
of the clients'
So, how do we make sure our customers are looked after in the way that we want them to be? Who is going to do this?
Our employees look after them - each and every person that works at Twofold looks after our customers in one way or another. However, that’s not the end of it. We need to keep people motivated to want to provide excellent customer service and want to look after our customers. We, as a management team, need to provide excellent customer service to our employees to make them strive to be better and want to look after our customers.
So how do we keep our employees happy so that they want to look after our customers?
One thing is training - by providing the right training we enable the employees to develop and feel motivated and important. But there was still more we could do, so we decided on the next step ...
The office refurbishment project 2018
We decided to invest a large amount of money into improving the office environment to make it a place people want to come to, as well as a place that is functional to work in.
We all probably spend more time at work than we do in our homes, so as a company, we feel this is really important and will make a huge difference to everyone. So we spent time considering the things that will make it a great office to work in with a really nice place to relax in, a functional place for engineers and external staff to work in, and a place we will be proud to bring customers and visitors to.
Over the last 8 weeks we have been kitchen shopping for sparkly worktops, chosen colour changing LED lights for under the cupboards, as well as a fully fitted kitchen with oven, hob, microwave, washing machine, tumble dryer and fridge freezer. We have new toilets, a shower and a new workshop area for engineers to make repairs in their own clean, fully air conditioned room with plenty of workspace, and even USB plugs!
Keep up to date with the changes, and see for yourself
There are lots of other plans to improve the rest of the office to make it a place I hope you will all want to visit. These include new carpets, wallpaper, toilets and kitchen upstairs and even a new handrail coming up the stairs!
Keep a look out for more updates in the next few weeks as we continue with the refurbishment, and take part in charity events to raise money for our chosen charity CLIC Sargent.
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