Customer Service Champion: STK Fire and Risk Management Sponsored by Black Country Chamber of Commerce - The Platinum Group

Operations manager Barbara Johnstone said success was due to : "A committed team."

Award judges said: "Customer safety is at the heart of ST K Fire and Risk Management. With a clear strategy to retain and gain new customers, the whole team agree that with their knowledge they could give the best possible advice."

Apart from Barbara and a member of staff who is ex-Forces, the 15-strong team from STK all come from a background working in the fire service, giving them huge experience in the field.

Fire safety manager Colin Whittington said: "The way that our ethos of the company works is that the customer is the absolute focus. We always work based on what the customer needs. Sometimes the customer doesn't understand what they need. It's that conversation with them. It's never just a sale, it always a relationship that we have built. And it's so nice to see that reflected in this award."

The duo had been nominated to pick up the award, should they win, as the company's two founders were away - one visiting his son in Canada and the other taking part in the Isle of Man TT races.

The runners-up were Nant and River Canal Rescue. Judges said: "Nant demonstrated how they deliver first class service to their customers. It was clear to see the work that was taking place to train staff at all levels ensured they provide up-to-date advice.

"With a robust apprenticeship programme and staff trained to a high standard, River Canal Rescue regularly receives excellent customer feedback. But they do not take this for granted and continually look at ways of improving."

STK Fire and Risk Management believes in a zero tolerance to poor quality.

The Wolverhampton business, formed in 2006, ensures customers receive “over delivery” of services as well as improving their safety compliance..

STK, which delivers fire Safety and health and safety services. has a clear customer service policy and consistently delivers the highest quality products and services.

Its ‘right first time’ approach helps assure customers they will receive best in class service and be confident that their expectations will be exceeded.

STK pledges that on rare occasions that mistakes are made they will put them right.

Every order is assigned a ‘job card’ to track the work from initial enquiry to final service delivery.

STK Fire and Risk Management , based at the Technology Centre, Wolverhampton Science Park, Glaisher Drive, has grown to employ 17 and last financial year had turnover of £243,000. It is forecast to rise to £350,00 for 2016-2017.

STK achieves best in class quality by consistently exceeding the expectations of the customer through high quality work, developing and empowering staff , adopting robust managerial systems for all aspects of the company’s functions and working with customers and suppliers to ensure that products and services are always fit for purpose.

The company says that it always listens to its customers to assess their needs with the aim of building long term sustainable relationships. It supports customers for 12 months following the issue of technical documents.

STK has a company development plan and receives advice and guidance from its retained business development coach, who not only helps the directors in the strategic direction of the company but also assists in the development of all staff

The company has a clear methodology for the retention of customers and the building of a new customer base. It uses a system of 90-day planning in which it identifies its goals and sets achievable targets to get there.

Customers consistently return STK for repeat business and also refer other businesses for services.

The business increased its staffing by four full time posts in 2015-2016 and has continued to grow capacity by increasing administration staff by one part-time post and technical staff by two part-timers in the last 12 months.