JLG service makes a big difference for smaller hire firm

Supplier: JLG Industries (Australia)
15 December, 2016

With nearly 30 years’ experience in the access hire industry, Dean Halliwell, Managing Director of Melrose Access Hire, certainly knows a thing or two – and one thing he knows for certain is he can rely on JLG to support his business and his customers.

Since 1988, Dean has worked extensively in access hire, first for other companies and then, over time, establishing three of his own. Having sold the last operation to a major hire company in 2009, he threw himself back into the saddle in 2014 when he established Melrose Access Hire (MAH) in St Mary's, west of Sydney.

Collaborating with Melrose Crane and Rigging, and his lifelong friend Gregg Melrose, Dean has seen MAH go from strength to strength in those few short years - to the point where the business now supplies the NSW and ACT building and industrial market with a full range of EWP's and telehandlers and has supported major projects including Barrangaroo and the North West Rail Link.

"I have almost 30 years' experience in the EWP industry and Gregg has over 35 years' in the crane and rigging industry, so it made sense that combining the two would make a great partnership to start MAH," Dean explained. "Cranes and access just worktogether, and it's working for us.

"Having been in this industry for so long and the relationships built over the years, the work is really finding us - through our reputation and the fact that as a small family business, we care and take pride in doing the best for our customers."

With a staff of eight skilled and dedicated people, MAH runs approximately 165 units with 75 percent of the fleet made up of JLG access equipment ranging from 19' scissor lifts right up to 135' boom lifts - make that slightly more than 75 percent with their latest JLG 46' boom lift purchase.

Along with the quality of the JLG equipment, Dean also appreciates the quality of the service and support JLG provides for what is, as he acknowledges, a small player compared to the bigger end of the market. Particularly aas this small player is busy big-time.

"We're going gangbusters with all the infrastructure under construction around Sydney," Dean said. "We pride ourselves on providing the right equipment for the right job, delivered on time, and a big part of what we promise to our customers is service.

"JLG really seems to care about the little player and they support us with terrific field service and backup; if there's ever an issue, they're on it right away and without that service from JLG it would make it hard to keep our service promise."

Speaking to Bob Mules, JLG's General Manager - Australia and New Zealand, he was pleased that even smaller JLG customers know they can rely on JLG for the service and support they require.

"Over the last five or six years, JLG's focus on our infrastructure and support and our continual growth in our workshop and field service has all been based on supporting our customers," Bob stated.

"We work to give all customers, from family operations such as Dean's through to the country's largest hire operations, the highest level of service and support; we truly feel we're an extension to the rental industry and endeavour to react for our customers, whenever and wherever we can, in a way that meets and exceeds not only their expectations but also those of their customers.

"It is absolutely all about the customer experience for all the team at JLG, and making sure the customer experience is as good as it can be every time."