The Company
Acumen Waste Services are leaders in Waste Management, providing tailored and cost-effective waste management, treatment and transfer and industrial site services solutions. They are experts at solving both difficult and routine waste management problems. Working in both the public and private sectors, they ensure safe and compliant waste solutions.
The EIR
Leon Kirk chose Michael Bridge
What were the key issues?
Development of our sales process and customer services. We discussed:
What mentoring advice was given?
A value proposition is a promise of the value we will deliver to our customer over and beyond competition, which when communicated, it is acknowledged.
What was the best piece of advice you were given?
Understand value, deliver it and collect credit for it, guaranteeing you, that you will deliver sustainable growth by better customer retention leading to an improvement in profit.
What did you do when you returned to the business?
Identified a ‘Star Customer’ and developed a strategy to understand our value add, improve what we provide and collect credit for it.
What changes have you made since the mentoring session?
We have been more direct in our communication, listened to what elements of our services our customers attach value to. For example in some cases it can be compliance, others reporting and in other instances it can be getting the job done to a certain standard or over a time scale, it is always different, but understanding the difference is vital in pleasing our customers.
What have been the benefits to your business?
Improved releationships, clarity over performance, clear objectives and targets and improving the areas that our customers actually value rather than our view on this.
September 2020
