September 12, 2019
The local market leader in portable air compressors and generator rental, Rand-Air, was established 45 years ago – long before the concept of so-called ‘positive disruption’ became a trendy topic of wider business discussion in MBA classes around the country and internationally. However, in many aspects, Rand-Air has in fact been a quietly efficient and self-styled ‘positive disruptor’ in the equipment rental business for over four decades.
“In the past, we actually built up a reputation for being something of an innovator, in that we have always sought to exceed our customers’ expectations – no matter how tough the requirement, or the innovative solutions we had to come up with – in order to provide unmatched service excellence,” says Rand-Air General Manager Louwrens Erasmus.
The company has been striving for continuous improvement, in line with its ethos, more recently too – particularly in the face of the avalanche of information and resulting change driven by today‘s social media and general digital interconnectedness.
“When it comes to customer service, we realised the people who hire our equipment have instantaneous access to information about competitors too; and are therefore able to make comparisons very quickly and easily. We protect our reputation as a leader in our field very assiduously; and offer customer service which stands up to, and exceeds, any comparisons,” he continues.
For this reason, the company ethos of ‘exceeding customer expectations’ is not merely a smooth slogan, but is translated into action every single day, by staff throughout the company.
The management echelon of Rand-Air has for some time intentionally driven an ethos and practice of ‘internal’ improvement within the company. “We are grounded and given direction by the intention of what we are doing, and gain much inspiration from the energy and momentum this provides within the context of our daily responsibilities and our longer-term goals,” adds Rand-Air Sales Manager Kim Coetzee.
At the same time, there has been a concerted effort by the company to ensure that this ethos is embraced at all levels of the organisation, and not just by its management; as globally, this is not a new idea, and it has been found many times over that companies with a more innovative, free-thinking and motivated culture – and which are also more open to the introduction of (positively) disruptive changes – tend to thrive.