SME News Southern Enterprise Awards 2023 | 28 Pure Drop Water Systems Management Ltd (Pure Drop Water Systems) has thrived through a drive to provide the best possible client service. Through this endeavour, the team has cultivated a strong reputation in its industry and been recognised in the Southern Enterprise Awards as the Best Small Water Hygiene Contractor for 2023. We spoke with Director Stephen Whitbread following that success to find out how Pure Drop Water Systems has become a standout element on the greater landscape. Through the provision of best-in-class water hygiene and treatment services to a vast array of clients, including education centres, healthcare centres and local authorities, Pure Drop Water Systems has quickly earned itself an almost peerless reputation in what is, by every consideration, a crucial sector. In the pursuit towards constant, organic growth, Stephen hopes to harness the company’s strengths and distinguishing factors to secure enduring and sustainable success. There’s little over-exaggerating when it comes to Pure Drop Water System’s importance when it comes to how they serve its clients, with vital tests ensuring that water systems remain safe for human consumption. In light of the aforementioned sectors it services, there can be no mistakes or missed opportunities to spot water hygiene risks. Thankfully, the company has established itself by adherence to the strictest of guidelines and by exceeding all expectations, as Stephen explains in his opening comments. “The water hygiene services we provide include legionella/water hygiene risk assessments, water system clean and disinfections, cold water storage tank clean and disinfections, analytical services and installation and maintenance services of plant and equipment. The services we provide also include the installation and servicing of UV filters, alongside installation and servicing of private water supply filtration systems. Our vision is to continue to grow the company in a sustainable way over time ensuring that we retain our current client base whilst continuing to gain new clients.” Accompanying these services is a set of strong values that have served the team well since the company’s establishment. Chief among them is to provide a peerless service, regardless of any challenges presented. Another is a goal to always improve, to always innovate and be better. This has allowed the team to essentially outmanoeuvre larger firms, as Stephen continues. “Over time we have received valuable industry-based feedback from our clients who have previously used larger competitors. The general feedback provided is that the service provided by our larger competitors has been relatively poor due to differing engineers continually attending site which does not allow them enough time to gain experience of each client site. As we are a smaller company, we try to ensure that each engineer is responsible for their own client sites. By ensuring the same engineer is responsible for their own sites helps to build customer relationships and ensure the engineer responsible for each site has adequate knowledge – as they service the same site continuously.” The client service doesn’t stop there. It’s clear almost immediately that this is a company that takes client-centricity seriously, with every element of its processes and operations pivoted towards being client-first. This is made all the more impressive when you consider the size of the company, being dwarfed by many of its competitors but outpacing them due to this commitment to next-level care. Stephen calls it Pure Drop Water Systems’ ‘unique selling point,’ and it’s hard to argue when the elements of what customer service means here are broken down and laid bare. This customer care stems from Stephen as Director, but it is perpetuated and carried on through the greater team. This shared mission and its collaborative focus is a potent combination, forming and forging the internal culture of the firm as a whole. This is a company that lives and breathes customer service, and it shows in a plethora of ways. “As we are a small team, teamwork is essential. Our current success is due to the hard work of all the team! when looking for a new member of staff to join the team we look for an individual who is bright, hardworking and prepared to learn. Teamwork is key within a small team.” All in all, the team’s approach to this aspect of service far belies its size, and the investment in that perspective has – it’s safe to say – paid off. “We firmly believe the level of service provided is better than many of our competitors. To ensure our service remains at a high level, all clients are contacted monthly by myself to ensure they are happy with the service that is currently being provided.” Stephen adds in agreement. Today, Pure Drop Water Systems continues to experience organic growth through referrals and word of mouth, opening up new channels in industries and markets it didn’t previously have experience in serving. Some of this, of course, is also down to new regulations – or rather, newly enforced regulations – that have made frequent legionella assessment more of a priority for those within publicfacing sectors. “We are currently gaining several clients from differing industries that we have not dealt with to date. Although it is a legal requirement for all service providers and commercial/industrial properties to ensure that a legionella risk assessment is completed it has not always been policed within all areas of industry. Over the past 2-3 years we have seen our client base become more diverse.” As for the future, Stephen re-affirms his central goal for the company. It’s his guiding light and north star – “to continue to grow the company in a sustainable way.” With all the pieces firmly in place and established, this goal is well on its way of being accomplished. Best Small Water Hygiene Contractor 2023
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