Opinion: Equipment provision does not stop at the sale

Dealers and end users can be trained in Jestic’s development kitchen in Paddock Wood.

Richard Norman, national sales manager at Jestic Foodservice Equipment, underlines the importance of having a complete aftersales service package in place for catering equipment supply:

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No longer is it possible for a company to simply sell catering equipment without consideration for the ongoing aftersales service and warranty management. Covering every aspect of equipment sales, from initial installation through to onsite training, routine servicing, and repair work, it’s vital to have a comprehensive aftersales offering in place. Ultimately a complete service is designed to cover both the dealer and the manufacturer, while crucially, not leaving the operator out cold, having made an equipment purchase.

Providing that all important peace of mind for the end user, ensuring dealers have the support necessary to appropriately service their customers’ needs and certifying the quality of the equipment offered by manufacturers, warranty and aftersales service should always go hand in hand with sales. Nowadays, many manufacturers and distributors are partnering with external service providers, while others, including Jestic Foodservice Equipment, have formed in-house aftercare services to add value to their proposition. Both third party and in-house aftercare options must offer complete clarity to the dealer and the operator and ultimately minimise equipment downtime, which can be so costly in a commercial catering setting.

At Jestic Foodservice Equipment, we take ongoing service and support as a key component of our portfolio and are proud of the offering that we’re able to deliver. Combining the expertise and logistics of two previous market leading brands, ServEquip and Hugall, with the existing knowledge and service of the Jestic team, we offer a seamless solution and nationwide cover for all our customers.

But it’s not just the warranty and repair service that is key in today’s ever-changing foodservice industry. As technology advances more rapidly than ever before and cooking techniques previously reserved for a limited few become mainstream, product demonstrations and staff training become essential to getting the most from new equipment. Taking note of this, the number of dealers, distributors and manufacturers investing in development kitchens continues to increase. The ideal environment to launch new kit to interested parties, a development kitchen also provides the necessary time and space to host one-to-one, hands on demonstrations.

On site staff training is also essential, allowing kitchen teams to understand how to get the most from an appliance and for multi-site operators to achieve a level of consistency across an entire estate.

As part of the aftercare service and support, Jestic has created a highly experienced and dedicated culinary team. Made up of talented chefs, the team have honed their creative skill and flair in top kitchens, and now spend their time training dealers and end users on the exclusive equipment in our range. Hosting events such as ‘Passion for Grilling’ – a day session designed to highlight the flexibility of charcoal fired equipment, or assigning equipment trials and onsite validation, the team deliver a nationwide service and provide expert advice to all kinds of catering business. Not surprisingly, the Jestic Development Kitchen and Culinary Team are in such high demand, that in 2017, the kitchen was used over 180 times, equating to two to three times a week, and 2018 is already set to exceed this.

Ultimately, the catering equipment market has seen a considerable shift in recent years, with aftersales service and warranty being valued as importantly as the purchase price of equipment. Those manufacturers, dealers and distributors who have considered and developed a comprehensive package are likely to see reap the benefits as the industry’s transformation continues.

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