Above - Hilti Tool Hire Account Manager Stuart Beck and EPS Hire Centres Director Jason Fielden.
When an unfortunate occurrence threatened the future of EPS Hire Centres, Hilti stepped in to help the family business get back on its feet. Director Jason Fielden explains why that support has never been forgotten.
EPS Hire Centres has been a loyal Hilti customer for more than 20 years. What makes the relationship so special?
"We've always bought equipment on the basis of reliability, and Hilti has consistently delivered for us," says Jason. "We're a typical family business, where everyone works until the job is done, and we haven't got spare people sitting around waiting for something to do. Equipment downtime is a massive issue, so we buy what we know will work.
"Hilti products carry a premium price, but we've always been happy to pay the extra because it saves us time, labour and hassle. It's about peace of mind, really. We've tried other manufacturers over the years, but nothing has come close to Hilti for reliability.
"However, there's another reason why we've remained loyal, and that goes back to something that happened during the recession in 2009."
I understand that EPS suffered a difficult time a few years ago. What happened?
"We'd been growing massively before the construction recession, pretty much doubling our turnover in five years," Jason recalls. "Then, almost overnight, several of our biggest customers went bust, and we suddenly had a lot of equipment sitting on the shelf and we also had a large robbery at one of our branches.”
How did Hilti become involved?
"We genuinely thought we might have to close one of our branches," says Jason. “We contacted Hilti's customer services department, mainly to report the stolen tools and their serial numbers, hoping some might eventually turn up at a repair centre.
"Our local Hilti representative contacted us and asked to visit. He arrived with his manager before the police had even turned up!
"They saw the devastation and designed a tailor-made solution to help us carry on trading.”
"At the time, we were probably only spending £15,000 to £20,000 a year with Hilti. In the grand scheme of things, we were a tiny customer, but they treated us as though we were the most important business in the world.
"It meant everything to us. We kept the branch open, rebuilt the business and eventually started growing again.
"You find out who your friends are when things go wrong, and we'll never forget what Hilti did for us."
Understandably, security must be a major consideration for EPS these days?
"Absolutely!" Jason confirms. "We've invested heavily in security, and we're fully insured again.
"We now own our premises and have been able to design proper secure storage areas. We've got what we call safe rooms, protected by concrete walls and internal electric roller shutters, where we keep equipment that's particularly attractive to thieves.
"We've also got cameras, alarms and backup communications, so cutting the broadband connection won't disable the security system. We use tracking systems on larger equipment too.
"We've learned some expensive lessons over the years, but we're in a much stronger position now."
Moving on to the present day, what Hilti equipment is particularly popular with your customers?
"We've probably got around 100 Hilti tools altogether, including 26 on Fleet Management," Jason explains.
"The diamond drills and larger breakers are particularly popular. The TE 1000s and TE 2000s are constantly out on hire. If you go into our testing area, there'll nearly always be one waiting to be checked before going straight back out again.
"We're also investing in newer battery-powered equipment, including Nuron tools and battery saws.
"The thing about Hilti is that customers recognise the name. They know they're getting quality equipment, and increasingly they're asking for newer machines with the appropriate certification and documentation."
How has Hilti Fleet Management changed the way EPS operates?
"It's made a big difference, particularly because we're trying to reduce the amount of time equipment stays in our fleet," says Jason.
"Customers increasingly want modern equipment, and we're doing more long-term contracts where we buy new machines specifically for a particular job.
"Fleet Management makes the costs predictable. You know your monthly outgoings, and you can work out whether the equipment is being utilised sufficiently to justify them.
"It also takes away a lot of the maintenance headaches. Tools go back to Hilti for servicing, and there's battery monitoring technology that helps identify problems before they become an issue.
"We're still a relatively small team, and finding good mechanics is increasingly difficult. Anything that reduces workshop time and keeps equipment available for hire is enormously valuable."
Battery-powered equipment is becoming increasingly important. Are your customers embracing the technology?
"They are, although I think we initially made the mistake of pricing battery equipment too highly," Jason admits.
"We based the hire rates on purchase prices, but battery equipment can actually be cheaper to operate because there's less maintenance involved.
"We've compared different battery tools, and while the specifications might look similar on paper, the Hilti equipment has impressed us with its performance and battery life in real working conditions.
"We're also running battery-powered excavators, dumpers, mixers and other equipment. Some products have done better than others, but the technology is definitely moving forward.
"The important thing is understanding what the customer needs. If somebody's cutting continuously for hours, a petrol saw might still be the better choice. For shorter jobs, a battery saw can be ideal.
"Once customers actually try battery equipment, they often realise how much easier it is to use."
EPS is also a genuine family business, with three generations of Fieldens now involved. How did it all begin?
"Dad originally trained as a joiner, but during the recession in the early 1980s he went to night school to learn metalworking," Jason recalls.
"While everyone else was making little trolleys and window boxes, he built himself a skip wagon! That developed into a skip business, and eventually he bought an excavator to handle the waste. From there, he started hiring equipment.
"I was always interested in whatever Dad was doing. As a kid, I was climbing around machines and helping wherever I could. I eventually studied plant maintenance before joining the business.
"Now my son has joined us too, so we've got three generations involved. Dad is still working at the Sowerby Bridge branch, while I work across the business.
"We're close, although perhaps not too close! There's a bit of healthy rivalry between us."
A family affair - Jason Fielden and his son, with just a few of their Hilti tools....
What advantages does being an independent family business bring to your customers?
"The biggest thing is that we can make decisions quickly," says Jason.
"If a customer needs a particular machine, we can simply go out and buy it. We don't have to get approval from several departments or wait for somebody at head office.
"We've got customers who've grown with us over many years, and we've adapted our fleet as their requirements have changed.
"That's something we're very proud of. Customers know they can ask us for something and we'll do our best to make it happen."
Finally, how would you like to see EPS develop over the coming years?
"I'd like us to do more long-term hire business with larger customers," Jason explains. "We've already got customers taking equipment on 12-month contracts, and I think there's a real opportunity to develop that further.
"It means fewer deliveries, less movement of vehicles and better utilisation of our equipment. It also allows us to provide customers with newer, well-maintained machines.
"We're interested in working with some of the larger contractors involved in local infrastructure projects, and having Hilti equipment in our fleet can certainly help open doors.
"The biggest challenge is finding good people. You can always buy another machine, but finding experienced, reliable staff is much harder.
"Ultimately, though, I want us to keep doing what we've always done: looking after our customers, investing in reliable equipment and growing the business sensibly.
"And Hilti will certainly remain a big part of that."
https://epshirecentres.co.uk/
