This year, HoldFast are sponsoring the ‘Outstanding Customer Service Person of the Year’ category at the 2009 RailStaff Awards.

This category is a driving force behind HoldFast’s ethos, as they have always striven to be the standard-bearer of customer service. Customer satisfaction and safety is a subject which has historically been, and continues to be, at the forefront of their considerations, pervading every aspect of their organisation.

Mark Coates Smith, Director of HoldFast, understands that achieving a level of customer provision that is consistently classed as ‘outstanding’ is no mean feat. However, he also recognises that supplying a service which is marked by superiority and distinction, and one which goes over and above the expected requirements, is a must in order to secure, retain and satisfy the fastidious consumers of today, and respond to their ever-changing needs.

HoldFast’s customers cover a broad range including contractors, Network Rail and light rail and tram operators, meaning that the company are constantly raising their standards in an effort to provide the highest class of service. Furthermore, HoldFast’s products are specifically designed and manufactured with the customer in mind; installations are quick and easy to perform, and the maintenance of their systems is both simple and efficient. Installation crews themselves are also customers to HoldFast, and Mark makes it a priority to listen to and support those both off and on the track.

HoldFast take a proactive approach to business, and will often shift their own schedules to accommodate the customer. John Weaver, Supertram Assistant Surveyor, states that, “Holdfast's customer care has never let us down and we are confident it will always be there for any future business. On occasions when we have encountered problems with track curvatures or raised beams, Mark Coates Smith has always arrived on site on the same day, and not only advised and guided us through the problems, but supervised the remainder of the work at no extra cost”.

Customer service then, is not simply about maintaining morale or hitting targets; it is the backbone which gives support and structure to each individual limb of a business. Its importance cannot be underestimated – without it, the very skeleton of a company can fall apart. With this in mind, HoldFast are happy to reward anyone that appreciates and equals their levels of customer service, and are proud to be sponsoring such a prestigious and valuable category at this year’s RailStaff Awards.

The RailStaff Awards will be taking place on Saturday 17th October at the ICC, Birmingham to recognise and celebrate railway front line staff, engineers, trackworkers, train crew, platform staff and many more. For more information, please visit www.railstaffawards.com