Falcon Foodservice Equipment has welcomed its victory in the 2020 Kitchen & Equipment Awards Supplier of the Year – Service & Support Award category.
The Catering Insight and Foodservice Equipment Journal initiative honours the supplier best deemed by the industry to be setting the benchmark for after-sales service, support and warranty.
Falcon won the accolade after a close contest with 34% of the category’s votes from distributors and operators.
The manufacturer was rewarded for strengthening the level of support it offers through ongoing investment in staff skills and technical expertise, including a training programme for engineers installing and servicing Lainox appliances. As the course is run by Falcon personnel, delegates have a familiar point of contact if they experience any issues during an install. Several members of its customer service team have now achieved a Scottish Vocational Qualification Level 6 in customer service, helping to drive up the standard of service it can offer customers.
Falcon’s development kitchen in Stirling provides a state-of-the-art facility for menu and equipment training, and prior to Covid it had begun complementing that resource with the expansion of live cooking demonstrations around the UK.
MD Peter McAllister commented: “We are all exceptionally pleased to win the award and I would like to thank everything that voted for us. It is testament to all the hard work and the team spirit of everyone at Falcon that we have won this award. 2020 was an exceptionally challenging year for our industry and to be recognised for the service and support we have offered to our customers in these times makes us very proud.
“It is always an honour to win any award, but when it’s voted on by those who individuals who we work with, day in and day out, it is especially pleasing as your peer group can often be your greatest critics as well as your greatest supporters.”
He further underlined: “At the start of lockdown, we decided that whatever the world throws at us, we wanted to make sure we supported our customers, the very same customers that have supported us year after year. We genuinely wanted to help in any way we could – from supplying an urgent spare part to offering product advice on how to change from a traditional menu to a takeaway.
“I believe that it is in times of adversity that a company’s core values are truly tested; the Falcon brand values of dependability, trust and support came to the fore during these unprecedented times.”