CASE STUDY

Wilkins Chimney Sweep

Nick Menage is a franchisee of Wilkins Chimney Sweep, covering North Oxfordshire and the surrounding areas. His services include chimney sweeping and the fitting of cages, caps and cowls. Customer service and ensuring his customers get a fair deal are at the core of everything they do.

Before working with I’m Your PA, Nick used a simple message service, returning calls and taking bookings in the evening. While his regular clients were happy to wait, he often found that new enquires had already booked a competitor.

“I am usually back-to-back with chimney sweeps throughout the day. To fit everything in, I had to leave all my admin and invoicing until the evening. This meant that my working day didn’t finish until late in the evening, and I was finding it difficult to find the time to grow the business,” says Nick Ménage, Wilkins Chimney Sweep franchisee.

To free up some of his time and allow him to focus on the business, Nick was recommended I’m Your PA to help with call handling and diary management.

Working with I’m Your PA

“I saw the benefits of working with I’m Your PA almost immediately. Rather than leaving a message for me to return their call, a customer could speak with someone straight away, and with access to my diary, the team at I’m Your PA could manage all my bookings,” says Nick.

In addition to this, Nick was able to work with the team to start managing advanced bookings. Having your chimney swept regularly is usually an insurance requirement. However, people can forget about it until they need it done – which is usually towards the winter.

“One of the biggest improvements we’ve seen is having someone schedule annual bookings. Not only have we retained more customers, but they’ve also helped me spread annual sweeps throughout the year. I can now forecast business better and not be rushed off my feet in the colder months.”

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