How prioritising people, commitment and communication drives business expansion
For most business owners, rapid business growth is the ultimate dream. However, it takes time and a strategic approach to get there. Jenny Dean’s experience with MHI Air Conditioning & Water Heating offers insight into how a strategic approach, a supportive team environment and the right workspace can drive success.
Establishing a solid foundation for growth
Jenny joined The MHI Air Conditioning & Water Heating, part of the Beijer Ref Group, an international wholesale refrigeration and distribution business, five years ago with the mission to expand their sales force in the South of England selling Mitsubishi Heavy Industries Air Conditioning equipment to registered Fgas installers. In October 2019, she began her search for the ideal office space to launch a new sales team that would support the existing business.
Her search led her to Capital Space’s Greenways Business Centre located in Harlow. Several factors influenced her decision to snap up the available unit:
- A short commute
- A welcoming atmosphere with shared spaces
- A professional and clean office environment
- Free unallocated parking
Jenny explained: “Greenways was particularly attractive because of the setup they had here with regards to the main reception area downstairs.” The shared kitchen space that provides the opportunity to interact with other people working in the building was also a significant draw for Jenny, who values the social connection.
Adapting to rapid team expansion
As the team grew quickly, Jenny found it essential to move into a bigger office space but wanted to stay within the Greenway Business Centre. The flexibility offered by Capital Space made this transition an easy one.
“We’ve actually moved office space within Greenways. We started off in a small unit and then as I have employed more people and the team’s grown, we’ve moved into larger space here. It’s in demand but we were lucky enough to make a swap with a company that was downsizing. Capital Space made this an easy process and it was a win-win situation for everyone.”
Her experience with Capital Space has been overwhelmingly positive, as she found from the moment she moved in she had help with deliveries and equipment setup, as well as day-to-day support from the reception team. “It feels like they’re an extended part of our team now. In the mornings saying good morning to the guys downstairs feels like greeting our colleagues.”
Differentiating through people and service
Differentiating your business in a saturated market can be difficult, and ensuring your business survives through adversity is also key. This was the case for Jenny and many other business owners through Covid-19.
Jenny believes that her company’s growth can be attributed to two key factors that differentiate her from other businesses:
- People and Service: By hiring individuals from customer service backgrounds rather than air conditioning experts, Jenny has built a young, dynamic team focused on exceptional service, which she then trained in the product.
- Local Approach: Jenny found that assigning managers to specific postcode areas has fostered stronger relationships with clients. She said: “If you’re a contractor based in Kent, it’s quite nice to speak to somebody with a similar accent that’s fairly close by than it is dealing with someone based 200 miles away at a head office in Leeds”.
Top Business Tips
For Jenny, prioritising her people is fundamental.: “If you look after your people first, they will look after your customers”. Commitment is equally important – rather under-promise and over-deliver than the other way around, she says. Additionally, maintaining clear communication, whether the news is positive or negative, is crucial for building strong relationships and ensuring transparency.
With the support of Capital Space, Jenny’s journey from a small start-up to a thriving enterprise exemplifies how these principles can guide business owners on their path to success.
