Staff training
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All staff are trained in-house to a particularly high standard – with courses including health and safety, manual handling and Driver CPC. Britannia Lanes also trains staff from other BAR (British Association of Removers) members. It has a mock-up house, enabling students to get a hands-on feel for the job. “Training is a must in this industry and if you keep it in-house it’s much easier to manage,” says Mark.
About 50% of Britannia Lanes’ business comes from the internet, with walk-ins and telephone sales making up the other half. With online representing such a massive part of the business, it is vital to have a user-friendly website. Britannia Lanes’ site features a moving calculator, allowing customers to choose and pay for the service they require.
Traditional removals make up the bulk of sales and Britannia Lanes prides itself on the high level of service it offers. The full moving package includes all the clients’ packing requirements, storage and transport. “When we quote for a client we base it on one-way mileage as getting a backload using the Britannia network is never a problem. It keeps the price down for clients and helps use our resources to their maximum potential,” adds Mark.
So what’s the secret of Britannia Lanes’ success? Well according to Mark, who quotes Charles Darwin: “It’s not the strongest of the species that survives, nor is it the most intelligent that survives. It’s the one that is the most adaptable to change.” ■