Coming of age

Most people will remember their 21st birthday. Nuneaton-based Subcon Laser certainly will after it has emerged from one of the most dramatic and deep hitting recessions ever to hit the manufacturing industry. General manager Tom Mongan believes that going the extra mile in terms of service and support has contributed to the company surviving and indeed thriving over its long life span.

“I think our attention to true customer service is a primary reason,” he says. “This certainly isn't to be confused with the superficial, sycophantic ‘have a nice day' attitude that prevails in a lot of companies which on the surface is all very well but actually means very little.

“If, on the other hand if your staff have years of experience, coupled with an in-depth fundamental product knowledge then good customer service becomes engrained into the company philosophy. This is certainly the case at Subcon Laser where the average length of current service of its employees, is averaging an astonishing 12 years per employee. This knowledge and understanding of our customers' requirements has enabled us to become one of the largest independent laser cutting service companies in the UK.”

Founded in 1989 by husband and wife team Bill and Christine Brown, who still spearhead the company, Subcon Laser Cutting has grown from a small unit, four employee enterprise on the Trident Business Park, to its impressive, modern manufacturing facility on the Bermuda Industrial Estate with a multi million pound turnover. During the 21 year journey it has picked up numerous awards along the way – from ‘Small Business of the Year' to ‘Best Subcontractor' at the International Subcontracting Industry Awards.

“However customer service is only part of the story,” Mr Mongan adds. “You simply do not last for 21 years in this industry by just offering good customer service and winning awards – technical ability is vitally important as is specialist expertise.

“Much of our success is down to process knowledge. Managing director, Bill Brown started the company as a dedicated laser cutting business after previously working for a well known laser machine manufacturer. In short this means that Bill can basically dismantle a laser cutting system and then rebuild it from scratch so a sound knowledge base has been in place since day one.
“If you are not comfortable in what you are doing and the technology you are using then it will show and you end up letting your customer down, either in the service you offer or the product you supply."

He concludes; “Whilst there a many companies out there offering a laser cutting service, many of these are simply steel stockholders that have a laser cutting machine. In reality, these companies fundamentally lack the experience and technical knowledge that 21 years of laser cutting all types of materials from wood to stainless steel, acrylic to armour plate can bring.”
Subcon Laser is gearing up to celebrate its 21st birthday by hosting a gala open day when customers past and present will be invited to attend to view the advancements in laser technology.

Subcon Laser Cutting
www.subconlaser.co.uk