Bigger, better, best: Falcon turns customer support to the max
‘The best customer support on the market’: that’s Falcon’s vision following the revamping and upgrading of its sales and customer service teams. This has involved many changes, including the expansion of the teams and the introduction of an advanced new CRM system.
“Times are changing and customer expectations are changing, so we’ve changed to ensure we stay ahead of the game,” says Lawrence Hughes, sales director of Falcon. “We have a new managing director, Peter McAllister, who is introducing innovative ideas and systems. We’ve listened to customers to make sure we understand what they want – and what they don’t want. The new set up is built around them.”
Headline moves from the restructure include Steve Moore, currently national accounts manager, who is moving to look after Falcon’s wholesale and prison service business. Sean Finnerty, area sales manager for the North West, replaces Steve in a business development role, with newly appointed Ian Brealey taking on Sean’s area sales manager (ASM) role. Another newcomer to the team is Steve Hannon, who becomes ASM for the North East and Yorkshire, replacing Haydon Hendry who has joined Falcon’s sister company Williams Refrigeration. Paul Bayer, previously ASM for the South West, takes up the new position of Lainox UK sales manager.
All this is in addition to the recent appointment of Ruby Hennessey as customer service manager. She has boosted her team with the recruitment of two new members, Holly Allenby and Rhiannon Cruickshank.
“I’m delighted that so many of the key appointments have been internal, showing what a great place Falcon is for progression and career development,” says Lawrence. “With the expansion of the teams we’ve also been able to bring in new blood, who bring with them new skills and ideas. Going forward, they’ll bring great benefits, not only to us but also to our customers.
“Falcon is a growing and dynamic business – our sales are up year on year” he adds. “We have exciting new products in development and we’re gearing up to celebrate our 200th anniversary in 2019 – we’ve revamped Falcon to ensure the next 200 years are just as successful as the last. These are exciting times for Falcon and our customers.”