23rd April 2019 – The BigChange Collaboration Network attracts many innovative and dynamic young professionals aiming to expand services to their customers.
Michael Cairns of Celsius Plumbers is one of the young) and creative individuals who has partnered with BigChange to simplify and centralise his business operations. We recently sat down with Michael to discuss his journey into the heating and plumbing industry, reflecting on some key advice to young business owners looking to expand their operations.
BigChange: Tell us a little bit about your background, how you got started in the industry and some of your most significant accomplishments?
Michael Cairns: I started my journey in 2003 as an apprentice plumbing and heating engineer. At the time finding an apprenticeship as someone over 16 was very difficult, but without a doubt it has had a major positive impact on my life and my families.
After completing my apprenticeship, I gained industry qualifications and started working for the McSence Group. I spent less than a year as a Heating Engineer for McSence before being made redundant from my position.
Following my time at the McSense Group, I decided to start my own business. That big jump happened at the end of 2007 and has grown into Celsius Plumbers.
BigChange: How did your experience as an apprentice plumbing and heating engineer shape your understanding of the value and importance of vocational apprenticeships in the service sectors?
While some things have change since my time served apprenticeship, many of the features and industry wide problems have remained in the heating and plumbing sectors. One of the biggest issues we are currently facing is a major shortage of qualified plumbing and heating engineers. Without skilled professionals giving over their years of experience, there could be significant concerns about the next generation of skilled labour in the UK.
There currently seems to be many independent trades people, way more than ever before. These small businesses are fantastic and take great pride in their work, but not necessarily interested in taking on apprentices due to time and financial constraints. This trend could prove to be a major issue, as older plumbing and heating engineers retire.
We really champion apprenticeships and have done so for many years. We have been training apprentices here at Celsius since 2007. We have proudly trained 7 apprentices so far, all of whom have gained their full industry qualifications. we currently have an apprentice in his 3rd year and are about to start a new 1st year apprentice, which is really exciting for us. The reason we feel so strongly about taking on apprentices, is because we recognise the value and importance of passing on the knowledge to the next generation. I suppose, I recognise personally how much an apprenticeship shaped my life, I wouldn’t be where I am today without one.
BigChange: How has the BigChange system enabled you to streamline operations?
Michael Cairns: After being frustrated with our previous software provider, we were contracted by BigChange and we immediately saw how the system could help our business. The BigChange system has allowed us to do everything we couldn’t do in the past. We used to face various challenges at every step, but with BigChange we have been able to significantly optimise and automate our operations.
With BigChange we have transformed the way we do business. The workflows, Alerts and system process automation have added so much value. When we are faced with an operational challenge, we look to the system to find a solution. The system breeds consistency which is fundamental in any business.
We run on the BigChange flag system, which has built major staff member accountability. It offers our staff a full understanding of what their responsibilities are. Each flag has its own procedure, which answers the fundamental ‘WHY’ question, especially amongst our millennium team members. This has also simplified how our line managers measure performance. As the saying goes, if you can’t measure it, you can’t manage it.
BigChange: How has your time working at Celsius shaped your vision to be more globally aware and receptive to diverse customer needs?
Michael Cairns: We currently operate in England and Scotland and through the BigChange collaboration network, we are looking to expand nationwide, while also resolving workforce turnover. Having to delegate responsibility and having the systems to simplify how we do business, has enabled us to think about developing staff to better fulfil their roles. By having clear systems and processes our staff can operate more independently and work to the best of their abilities.
BigChange: What advice can you give over to small and medium sized businesses trying to scale up operations?
Michael Cairns: Surround yourself with a good team and Learn from making mistakes. You must be aware of the trends that are driving the market, it can really impact your overall success.
Your team is your biggest asset, having a company of engaged team members is challenging to achieve, it takes years to properly understand what makes people come to work. When your team know what is expected and have a clear vision of where the company wants to be, the business owners job becomes a whole lot easier. Set goals and reward success when you achieve your goals. How can any business properly grow, unless the team have clarity around the fundamentals? By doing this, we have built a team that are engaged, loyal and dedicated to helping our business grow.
Lastly read books, like the E- Myth Revisited by Michael E Gerber. This book changed my whole thought process around business.
BigChange: What major trends are most likely to make the most impact in the next 5-10 years, in your view?
Michael Cairns: Customers ability to obtain information quicker, as people’s lives become busier.
Additionally, of all the breakthroughs impacting the industry, Uber-style driver tracking features have made the most significant effect on improved customer satisfaction, driving increased transparency. With this and other methods to solidify communication, we’ve increased the tools and information our team can use to solve customer issues the first time.
Through massive and industry wide innovation and ease of access via the web, people will no longer be waiting for a price offered by a contractor. The customer journey will start earlier and the customer will want instant price quotes (much like how amazon operates). The customer is very educated, more than ever and you can’t cheat them. Customers want a polished website which is geared towards instant payment and connects directly with engineers. That said, with all the technical innovation, our customers still want a personal service.
Quality of service and accessibility to technology will shape the growth of businesses in the plumbing and electrical sectors. In the end people want a personal connection based on good service and quality customer service. We don’t make things complicated; we try to help them resolve their issues. We don’t over promise and under deliver.
We’ve taken a lot of inspiration with how BigChange does business, we see CEO Martin Port as an innovator and a mentor who is always happy to give advice. BigChange have helped us to better engage our staff. We feel the simple things are important. It’s not just technology or smoke and mirrors that drive business, its investing in your staff and building quality customer service.