Customer service key to success

Since first entering the awards in 2019, GESA Electrical has won every year, including a trifecta in 2022, winning the titles of Electrician of the Year, Industrial Project of the Year and Women in Contracting Award.

Last year they took home the coveted Service Business of the Year award, which both admit is their favourite.

But there’s one title that has eluded them.

“Will be entering in 2024 – so far we’ve won awards for personal achievements, not overall,” Garry said.

“Electrical Business of the Year is the one we haven’t got yet. We’ve been finalists, but we didn’t get that one yet.”

After almost 20 years in business, the couple have experienced their fair share of ups and downs. Like many tradies, Garry started out by himself with a ute, while Mishi looked after their four sons.

The constant evolution of the electrical industry is what Garry loves most about his job.

“You continuously have to keep yourself educated and learn more – it’s not just the same thing every day,” he said.

“Every day is a challenge and every year something new happens. There’s always more to strive for because the industry doesn’t stand still.”

As GESA Electrical grew, so too did Mishi’s involvement in the business and it wasn’t long before the partnership became a company.

“When we started with Master Electricians Australia we had a great team and won the award which we’re really proud of,” Garry said.

With Mishi taking more control in the background on the office side, improving systems and processes – going so far as obtaining a Certificate IV in Leadership and Business Management – Garry became keenly aware of how underappreciated women were in the industry.

So, when the next round of MEA Electrical Industry Excellence Awards opened, he was quick to nominate Mishi for the Women in Contracting category. She won the title in 2021 and 2022.
When asked what the secret to their success is, the couple didn’t hesitate with their answer – customer service.

“At one stage, we interviewed our clients to find out what they’re pain points were when working with tradies,” Garry said.

“They said – rock up when you say you will; communicate what you do; clean up after yourself; price accurately so I don’t get price shock.”

“We thought if these are the pain points, let’s address them.”

That meant implementing a project management system to ensure they are always on time, having the knowledge needed to pre-quote on jobs and always carrying baby wipes.

“If we leave a place and there are prints on the manhole, we haven’t done our job right,” Garry said.

“We also provide follow up service,” Mishi said.

“We’ll call two weeks later, at three months, six months and 12 months to make sure everything is working.

“When the client comes back and say’s the team has done a fantastic job, it keeps us motivated.”

Nominations for the MEA 2024 Electrical Industry Excellence Awards are now open. Visit masterelectricians.com.au before 28 April 2024 to enter.