TM Lewin - Lakeside Shopping Mall

AWS Nationwide saves customer £4,500 loss charge by going the extra-mile.



When any client is faced with a damage or lost equipment charge it can leave a nasty taste and can potentially harm supplier/customer relationships.

In a recent scenario, a much valued fit-out customer from Hull had completed a project at TM Lewin, Lakeside Shopping Mall. AWS Nationwide had worked with the customer on the project, providing skips, tool hire and powered access equipment including a new 3.1m Power Tower.

The project had gone completely to plan up to the point of equipment collection, when the Power Tower had gone missing from the pick-up point and was unfortunately deemed to have been stolen. The customer was advised immediately and although they were understandably frustrated, acknowledged the loss and were informed of the replacement value of £4,500.

Going the extra mile for the customer   

In this scenario most hire companies would have given up, accepted that the equipment was lost and invoiced the customer for a replacement. Possibly then finding themselves in a dispute over replacement costs and whether the off-hire had been managed to the customers’ expectations.

In this case, due to the fantastic relationship Nationwide Services has with the centre management team at Lakeside and not accepting too quickly that the Power Tower would have gone missing, one of our dedicated account managers attended site and searched every empty unit, loading bay area and store.

After two and a half hours on site with the support of Lakeside Centre Management the Power Tower was located far away from the unit where the machine had been utilised by the customer.

The team at AWS Nationwide were delighted with the result, as it showed again that our ability to dedicate extra resources to support our customers as a proper partner, rather than follow the standard industry line sets us apart from other brokers and equipment hire companies.

As a result, the customer was delighted and AWS Nationwide continue to be their preferred supplier.