£250,000 investment brings better customer experience at M & M
A RIBBON-cutting ceremony marked the formal opening of a new customer reception area at a firm praised by a business leader as 'a shining example of what can be achieved when you have good, far-sighted leadership.'
Sara Williams, chief executive officer of the North Staffordshire Chamber of Commerce, praised the M&M Group's progress in the current climate as she opened the new waiting area built to cater for the growing number of motorists bringing their vehicles in for an MOT or service, in addition to those using the long established body repair facility after a bump.
The smart new area at the Portland Road, Longton, base has wi-fi, a TV, a more private area for discussing accident claims in the customer service department and comfortable seating for motorists who have come in for a while-you-wait job such as an MOT or a quick-fit repair such as having a new tyre fitted.
It is the final piece in a £250,000 investment in the centre which has expanded rapidly in recent years.
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She says: "I think it is fantastic to see a company growing and investing and especially so in the current climate.
Caption: From left, Angela Henry, customer service manager, Mick Whitehead, group managing director, Sara Williams, ceo for North Staffs Chamber of Commerce, and Dave Willett, director
"This has been done to give customers a better experience when they come to M&M and it is this approach which helps explain why the business is doing so well.
"I know it invests in its staff as much as it does its facilities and in such a competitive sector as this and in such difficult economic times, I think it is a credit to the leadership at M&M.''
The company began in body repair 27 years ago but now the M&M Group has grown to include an IT business plus a signs and graphic division too. It employs 80 people and has an annual turnover of around £5 million. Mick Whitehead, Group managing director, says: "This is an investment for the future. The day a business stops investing is the day it starts going backwards and the day I stop planning and building for the future is the day they carry me out of here.
"We have been doing a little bit of service and MOT work for some time but now we are really developing and expanding this side of our business.
"We have spent £250,000 on our service workshop and facilities and this reception area is the last piece of this project.
"It makes it much nicer for customers when they bring their vehicle here and it shows that we respect and care for them.
"We have always had that approach and that is why we are able to invest and expand now, even in this business climate.''