Fostering Positive Client Relationships in the Energy Industry
12 December 2024
Building strong relationships with our clients in the energy industry has always been a priority at Cokebusters and we pride ourselves on our customer service record. As a relatively small company, we are able to be nimble and respond to requests or challenges on site very quickly, going above and beyond to serve our clients well. We know our mechanical cleaning and pipeline inspection services play a critical role in support energy infrastructure and so we want to ensure that we work together with clients to build trust and promote mutual growth.
The Foundation of Positive Relationships
Communication
For us clear, transparent communication during all stages of a project is vital. Effective communication avoids misunderstandings and helps to ensure a successful outcome. Exporting our services to countries all over the world we often work with clients in countries where English is not the first language and whilst it’s not always possible we try to make effort on our side to overcome this hurdle.
In his role as an interpreter for the company, Pourya Mirilavasani notices how breaking the language barrier significantly improves communication and fosters stronger client relationships.
He says “The ability to communicate in a client’s native language makes a noticeable difference. Even though most of them do speak English, I have found that conversing in their mother tongue allows them to express themselves more freely and effectively. They appreciate our stepping into their world and it definitely helps to build trust.
During a recent job at SARPOM, their TA Manager specifically mentioned that having an Italian speaker on-site made operations much smoother, particularly for the people on the ground who did not speak English. He even noted that this advantage set us apart from previous companies and expressed his intention to recommend us for future decoking jobs.”
Reliability and Consistency
Delivering quality work consistently goes a long way to build trust over time. Setting client expectations and maintain a consistently high standard of service is built into our company ethos. As a result we have many loyal clients who return to us again and again and consider Cokebusters to be the reliable choice.
Our Houston office recently received an emergency call from a client reporting a fired heater crash which had caused coking. They urgently required our service in order to help restore the heater to service. A team was mobilised and set off within 24 hours to reach the client some states away. The job will likely continue into Christmas, but the operators are willing to go above and beyond working through the holidays to serve the client.
Tailoring Services to Client Needs
Customised Solutions
Because we design and manufacture our patented machinery, tooling and mechanical cleaning & inspection pigs in house and employ all our operators directly, we are able to adapt and tailor our specialist services to meet the unique needs of each client and project.
Over the years we have responded to client challenges through our targeted research and development programs. Our entire pipeline inspection department only came about to answer the clients’ question: how do we know the tube is clean?
Regularly communication with our clients allows us to gain a closer understanding of the obstacles they face and we relish the opportunity to solve their problem.
Responsiveness
For the first decade of the company’s life, the Cokebusters tagline was “Around the Clock, Around the World”. Whilst our branding has moved on, this notion of being “everywhere” still holds true. We do operate across the globe from our offices in Chester and Houston and almost 365 days a year we can say that somewhere there is a Cokebusters team in operation serving an energy industry client.
Our 24/7 rapid response service to urgent situations has gone a long way to fostering trust with our clients. Our clients know we’ll be on the endof the phone day or night if they need us and we’ll always do our best to assist them in an emergency.
Building Trust Through Safety and Quality
Safety as a Priority
Wherever we’re working in the world, Cokebusters is committed to adhering to stringent safety protocols, particular in high-stake environments. This emphasis on safety reinforces confidence among clients.
Delivering Superior Quality
Our world-class mechanical cleaning and inspection services are reliant on two key elements; machinery and manpower. We are constantly improving and evolving the design of all our purpose-built equipment and the manufacturing standards are subject to regular scrutiny to ensure our kit is built to the highest quality ready to perform on reliably on site.
Over recent years we have thoroughly revamped our approach to operator training, introducing improved standardised examination and mentoring processes. Our operators are second to none; exceedingly knowledgeable and experienced with a comprehensive understanding of the machinery and equipment they use on site. We have a new Global Technical & Training Manager who has a vast knowledge and experience in his field and oversees the practical and theoretical education processes, ensuring standards are high across the board.
Long-Term Collaboration: A Partnership Approach
Beyond Transactions
We consider our client relationships as partnerships rather than one-time transactions. We often liken the specialist service we provide to a haircut. It’s not something you do once and then forget about it. It’s something you need to do regularly. We’re in the business of asset maintenance and can also offer our clients more detailed consulting and asset assurance services to help them plan for the future.
We will regularly work with the same client over a 3-5 year contract term, in which time we can serve them much more helpfully by identifying trends and patterns through our combined services. Indeed our relationships with some clients stretches back much further, such as Galp (Portugal) where Cokebusters has worked continuously every year since 2011.
Knowledge Sharing
Establishing a longer term working relationship with clients means we are able to share our experience and knowledge on pipeline maintenance, inspection schedules and mechanical cleaning best practices. Having worked in a wide variety of contexts cleaning and inspecting pipelines all over the globe, we often find similar case studies in our portfolio which enable us to more readily address our client’s concerns and collaborate to solve any challenges they have.
Positive Impact on the Energy Industry
Strong client relationships contribute to overall energy sector success by assuring safe and reliable asset operations.
Our role is to help clients maintaining tubes or pipelines in various sectors of the energy industry to meet their environmental and operational goals. Fostering positive client relationships is paramount to our ability to serve our clients well and ensure the success of every project.
If you’re looking to partner with a company who prioritises positive communication and reliably delivers a high standard of service, who’re you gonna call?!
Environmental Policy