PTS has seven branches in total in Northern Ireland and another one in Dublin and has grown to become one of the most successful plumbers’ merchants across the UK and Ireland.
“We are proud to have two of our branches celebrate 10 years of success,” said Barry Lowe, Area Sales Manager for PTS. “Both branches have developed strongly and offer the same high standards of service and quality products that PTS customers have come to expect.”
Barry outlined that continuity has been key to the success of PTS Derry, where Kevin McLaughlin is the Branch Manager, while the introduction of an experienced team, led by Tom Dudgeon, Branch Manager, at PTS Newry provides the basis for a strong future.
“Kevin leads by example and PTS Derry is a very customer- focused branch,” said Barry. “They build strong relationships with customers that has been a contributing factor in their success over the last 10 years.” Barry added, “Tom’s introduction at PTS Newry has been a steadying influence that has already reaped rewards. Tom has built a strong team who are all working hard to deliver the same levels of service that customers expect from PTS Newry.”
He concluded, “What both branches have in common, however, is a commitment to deliver the best levels of customer service. “The PTS ethos is to be flexible and meet the demands of every customer and we work hard to offer that balance and provide the same high levels of quality products and service to all our customers.”
PTS Newry plays to its strengths
For PTS Newry, it is a case of playing to your strengths. Whether it is the individual skills of each team member or making the most of the cross- border traffic, the successful branch pulls out all the stops. Tom Dudgeon was appointed Branch Manager last year after joining from Plumb Center’s Craigavon branch, were he was Assistant Branch Manager. The talented team also includes Aiden Vance, Assistant Branch Manager, Chris Mallon, Trade Counter, and Jimmy Robinson, Stores.
“The branch had a lot of changes in personnel last year with myself, Aiden and Chris all joining within a few months of each other. But despite this, everything ran smoothly and that is down to the collective team work of everyone involved.
“We all pull in the same direction and we recognise that providing a quality service is key to our success. PTS is a strong company with a superb product portfolio and competitive prices, but service is where you make the big difference, and that is why it is so important.”
The branch caters for a diverse range of customers and its location on the outskirts of Newry makes it perfect to meet the demands of cross border traffic.
“You have a lot of passing trade and, on many occasions, it is the only chance to impress a customer who wouldn’t normally use your branch. That is why we work so hard to maintain our high levels of customer service.
“Given the variety of products we offer, having well managed stores and a strong ordering system in place is essential. With our regional distribution centre and stock in branch, we can complete orders quickly and efficiently. “Doing that successfully and combining it with our competitive pricing will bring customers back. The branch has been in place for 10 years now and we want to build on that long-term success.”
Consistency and continuity at PTS Derry
High levels of continuity have helped build a decade of success at PTS Derry. Of the five-strong staff, four have been in position for a number of years, with Eamonn and Paul McBay (trade counter and vans respectively) having both been there from day one.
Kevin McLaughlin, the current Branch Manager, joined just a month after they opened and has worked his way up the ranks. Store Manager, Paul Duddy, has been in place for a number of years while the only new recruit is Connor Stewart, who joined in recent months and works at the trade counter. Kevin believes that familiarity is a positive aspect for customers. “We’ve made a lot of friends over the years with customers and the banter at the trade counter is excellent,” he said. “But we’re under no illusion that we have to deliver on service and price, to ensure customers keep coming back.”
Over the last decade, PTS Derry recorded steady growth and, given the volatile nature of the industry in the North West, that is an impressive achievement.
“In recent years, we have had to add a second delivery van to meet demand,” added Kevin. “We cover the entire North West, extending across to Coleraine and down to Strabane. It’s a massive area, but we go where the demand requires. “We have a huge footfall through the branch every day and a diverse mix of customers, ranging from the smaller installers through to the bigger M&E contractors and we offer them all the same level of service.”
Team work is the key for Jonny
PTS Newry and PTS Derry are represented on the road by Sales Representative, Jonny Taggart, so he is perfectly positioned to extol the advantages of both branches. After almost 20 years working on bathrooms and tiles showrooms, Jonny joined the company last year and has quickly hit the ground running.
“The consistency that we can offer to customers all over Northern Ireland gives me great confidence,” explained Jonny. “It doesn’t matter if I am working with a customer who is ordering through PTS Derry or one who has been a long term customer of PTS Newry, I know that we can provide the same reliable delivery, cost effective pricing and quality service.”
The service mantra is constant right across PTS and Jonny sees the outworkings of that every day. “I’m dealing with customers face-to-face, so you have to be confident in the service we can offer. We have a great team ethic across the company and that has been one of the reasons why my job has been made so much easier. We have a highly experienced team in the company so there are a lot of people we can call on to answer technical questions. The same can be said for our superb relationship with our suppliers that include Europe’s leading manufacturers. Everyone is pulling in the same direction, with the aim of helping the customer.” Jonny works in both the domestic and commercial sectors with a diverse range of customers.
“We have a great product range and are highly competitive on pricing, but great service is key, no matter what business you’re in, and that is something I feel is an essential part of my job.”
PTS Newry, Unit 8 Carnbane Business Park, Tandragee Road, Newry, BT35 6QJ
T: 028 3083 1340
PTS Derry, Unit 11a College Business Park, 40 Springtown Industrial Estate, L’Derry, BT48 0LY
T: 0044 (0)28 7130 6000