Going the extra mile and exceeding expectations are the hallmarks of any successful business – and they certainly play a major part in Marren Group’s ethos, according to the firm’s operations director Malcolm Skinner.
The company was named as the winner of the Service & Maintenance Provider of the Year category at the recent Kitchen & Equipment Awards following an industry-wide vote.
(Marren’s Alma Sweeney (service coordinator), Steve Olds (procurement and logistics supervisor), Kimberley Hinde (contracts administrator) and Stuart Jones (workshop technician) are pictured above with the award.
Reflecting on the accolade, Skinner said the award was proof that hard work pays off.
He said: “I personally had the pleasure of sharing the great news to the Marren team, who were ecstatic to hear that we had won. Many of the team members watched the announcement via the Catering Insight YouTube channel with bated breath. So to have the opportunity to hear the news first hand was even more meaningful.
“At every opportunity we look for ways to improve and development our operations for the purpose of exceeding our customer expectations. So to see so many operators taking the time to support and vote for Marren in return, truly drives us to work even harder. We would like to thank everyone who voted for us. We genuinely appreciate the support.”
Throughout last year, Marren increasingly became the ‘go-to’ service company for accelerated oven manufacturers because of its expertise and knowledge, with new service partnerships formed with ACP and Falcon to support Menumaster XpressChef ovens and Falcon Xpress respectively.
The servicing specialist also started working with Rational nationwide, recruiting one of only three Rational-approved trainers in the country to make sure its engineers were equipped with the right knowledge.
This level of specialist training allows its engineers to diagnose an issue much quicker. The move led to expanding contracts with major operator chains such as Marston’s and Loungers, with the latter already impressed with the service it received from Marren in repairing its high-speed grills, Hatco and microwave equipment.
On Marren’s success, Skinner analysed: “Marren sets its standards high and believes in delivering a second to none service. We have always adopted this as a culture, which is why Marren has had the privilege and ability to build so many great relationships with its clients. Our customers know that we are prepared to go that extra mile in providing a service that meets their expectation.
“As a company, if we need to adapt our service to suit our customer needs then we are quick to establish what needs to be done. We work very closely with our customers to help implement cost-saving solutions. Marren also works with its clients on a consultation basis, which is offered at no extra cost to their service contract. If we can help a customer to save money or work more efficiently, then we are happy to help. As the operations director of Marren, it’s my job to make it hard for customer to want or need to go anywhere else.”