Partnering and teamwork
ReachActive has a proven ability to forge successful strategic partnerships and joint ventures, adopting a culture and spirit of teamworking and openness, with participative decision-making contributing to accurate and effective solutions. A spirit of teamwork pervades all joint venture partnerships, based on:
- A common understanding of each project’s vision and values
- A common dedication to the best possible delivery
- An understanding of the systems and processes
- A shared commitment to ongoing improvement
This is characterised by a spirit of mutual trust to achieve the communal objectives of projects and a willingness to cooperate with all parties.
Client focus
ReachActive focuses on building long-term, mutually beneficial relationships with clients, and providing the best possible service and value to every client by working together, listening to and understanding client requirements.
By viewing change as a challenge rather than a threat and adopting a joint approach to resolving problems, based on ‘win-win’ solutions, with no parties to blame, ReachActive maintains a focus on continual improvement, leading to shared benefits and improved efficiency.
Customer service
ReachActive is committed to providing a complete, professional service to its clients and has developed a ‘Customer First’ training package for a range of audiences. Every member of every team, on every project puts the client and customer first.
Commitment to customer satisfaction extends beyond direct clients to all stakeholders impacted by its works, from homes and businesses affected by power works, to office staff affected by utility diversions and road users affected by roadworks. Customer service starts with the first phone call to a ReachActive office and continues through to completion of each project and includes:
- Providing customer service training for every member of staff
- Providing systems training for every member of staff who will access it
- Ensuring every member of staff using the data management system understands how and when to use it
- Introducing proficiency based progression for all staff
- Providing conflict management training for appropriate staff, e.g. staff working on traffic management
- Undertaking customer satisfaction surveys
- Encouraging and soliciting feedback from staff
- Using feedback as input to a continuous improvement programme