The founding principle of Geeks-on-Wheels was to provide excellent customer service through a fast, friendly, plain-speaking service. Winning the Service and Support category at the PCR Awards 2010 has been a fantastic endorsement of this principle and it gives me great personal satisfaction that we are still focused on what we set out to achieve.
As a relatively small company, we are able to ensure that we really know the ‘geeks’ we employ – their strengths and interpersonal skills – and, where possible, match these to the needs of our customers. Some customers even ask for a specific ‘geek’ with whom they have built a relationship and who knows their PC and requirements.
Since our conception in 2003, we have built up a large customer base roughly split at 65 per cent home/SOHO users and 35 per cent SME. The majority of new customers come to us via recommendation. This is an extremely competitive industry, so we focus on the areas that can add value and differentiate us from our competitors.
As a direct result of winning the Service and Support PCR Award, we have recently partnered with A Helping Hand, a company working to promote ‘digital inclusion for all’, whereby Geeks-on-Wheels Europe provides on-site technical support for ‘silver surfers’. We are also looking close a 12-month contract with a leading ISP to install wireless broadband in business premises throughout the UK starting at the beginning of July.
2010 looks set to be an exciting year for the Geeks-on-Wheel business; we have made some interesting partnerships with like-minded companies and I am positive we will be able to grow our turnover while continuing to have customer service as our key area of focus.
The Service and Support Award can only enhance our position in the market and I would like to thank all those who voted for us.