Tag Archives: Servicing

28 
Sep

Rational Service and Maintenance

service and maintenance for a full house

 

English is a difficult language to learn. Why? Because we repeatedly use the same word said in the same way to mean completely different things. Take the word ‘service’ for example. Or rather don’t; because when we did this around the office, colleagues were coming back the next day with even more meanings.

Generally, at A C Services Southern we talk about 3 main types of service. Of which service and maintenance of Rational ovens is the core of what we do. This doesn’t stop us having to clarify what others mean when they use the term service.

Food Service

We work with colleagues across the catering sector. For virtually everyone food and drink service is what they are about. Before service comes prep, but everyone knows when the rush will begin as customers come to the restaurant, bar, café or mass catering outlet.

Whether those rushes are greater than commuters using train and bus services is difficult to say. Some colleagues might even use a dinner service of crockery to highlight the formality of the meal and an older meaning of the word. What is simply true that without prepared food and drink there would be no business for the sector.

Good Service

Most are driven by the need to give and be recognised for giving good service; not just simply delivering the food to the counter or table. This service is about attending to the clients’ needs and surpassing their expectations. Is this why tips are often call service charges?

We, of course, in the last year have been recognised by Rational as being the best customer service partner in the UK. It means that we ensure we understand our clients’ needs and then fulfil them as effectively and professionally as possible.

Service and Maintenance

For us, this is another way of saying protection and prevention. Service and maintenance is all about the little things that prevent the bigger problems. Like using the appropriate tablets and cleaning materials for your Rational oven at the recommended times. Or the regular visit we have with many clients. Like a car service that fixes stuff or keeps an eye on things to advise on likely forthcoming issues.

What service is not, is repair. Repair is when disaster happens and the oven is broken. It requires an early fix, ideally today and is completely unplanned. The opposite is thinking now when to book your Rational service for the Christmas peak season and ordering your cleaning materials today.

As a company wit put it; not asking for service and maintenance is asking for the later emergency breakdown call for a broken oven. A repair means no food service, which is poor customer service adversely affecting the company’s debt service and probably leading to language not suitable for a religious service!

Talk to our team today, as we’re always at your service on 01454 322222!

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Published Date: 28th September 2023
Category: Blog, Catering Business, News, Ovens, Rational, Service plan
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26 
Jul

Measuring Customer Service

Rational Service Partner Winners 2023 AC ServicesFollowing our last blog on customer service being the core of our business at AC Services; we’ve quite rightly been asked how we measure success. Sometimes this is put more crudely as “prove it”! Our year-round measure is customer feedback. Our once-a-year measure is the Service Partner awards with our fellow Rational Service Partners across the UK.

AC Services Wins UK Rational Service Partner 2023

ACS has always done well in the annual awards to be the best Service Partner amongst all 40 UK Rational Service providers. In Rational Ovens’ 50th year we’re delighted to report that we came first. Time for a dual celebration for both achievements!

Rational is a German company. It uses a rigorous audit system to determine who should be crowned as the best each year. This includes the number of post-service questionnaires returned and the comments and scores they provide. They supplement this with how we perform in dealing with warranty calls, availability of van stock, recalls, first time fix rates, and attendance within 24 hours. Obviously also taken into account are any customer complaints of whatever nature.

The results were announced on 13 July at the end of the annual Rational Service Partner meeting. Helen said “It was great to win and be 1st place in the Rational Service Partner of the year. This recognises that putting customer service at the core of our business pays off. It also demonstrates Rational’s commitment to high standards of support for those in catering businesses”.

Customer Feedback

If you look around the various review sites, you’ll see happy customers commenting in the service provided by ACS. We were delighted to see this one recently:

Outstanding service. We needed a new Rational Oven converted from natural gas to LPG. We contacted them on Monday. Had a site survey carried out on Tuesday; and the conversion and commissioning on Wednesday. Helen and Denise in the office were very understanding. While engineer John told us what need to be done prior to commissioning…..The manager and chefs are over the moon” Druid Arms, Stanton Drew

Sometimes the feedback comes direct to us:

All paid. We can’t thank you enough for coming out so quickly, it was a nightmare not having an oven. We’ve had such amazing service from you all. Thank you”  read a recent email.

All this positive feedback gives ACS encouragement to continue to offer the highest possible customer service to all its clients. You’d expect nothing less from the Rational Service Partner of the Year 2023!

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Published Date: 26th July 2023
Category: Blog, Catering Business, News, Rational
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26 
Feb

A Day in the Life of an AC Services Engineer

Rational Oven Service and RepairAC Services Southern’s business is all about keeping catering’s Rational ovens going through maintenance and repair. We have a group of trained engineers out on the road for almost 365 days a year. We’re often asked what do they do? So, here’s Jon’s day on a Monday at the end of January.

Monday Morning

Preparations for the first calls of the week are always done on a Friday with phone calls to confirm it’s still ok to attend. (The rest of the week, it’s the afternoon before.) This allowed Jon to collect late on Friday afternoon, the required spare parts for his first two jobs. These had both previously been estimated.

Jon lives in Weston. So a 40-mile drive to JD Wetherspoons William Dampier to complete 2 different estimates at the same time. One had been made in December and a second fault occurred in January. Combining reduces the inconvenience and interruptions on the kitchen; as it typically continues to work around our engineer. It’s also more cost effective given third party maintenance contractors often need a visit to fault find and a second to repair. Having arrived at 9.30, Jon was away by 11.45 with both ovens fully back in service.

His next job was in South Petherton some 9 miles away at the Lopen Raj. They had become a customer of ACS in September 2022, when they called us to service one of their ovens. At the beginning of January in a deep clean, they had moved the oven. Unfortunately they caught the dial and pulse generator, which had snapped off. We’d called the next day to repair only to discover after calling Rational to confirm, that the Raj had a unique pulse generator. This needed to be ordered. With the proximity to the William Dampier it was convenient for all to slot this job in next. Jon completed the job by 12.30; not bad given the travelling time.

Monday Afternoon

At the start of the day, Monday afternoon was clear of appointments; but Jon has been an ACS engineer for 24 years and knows that will never be the case. Overnight Wagamama Trowbridge had placed a service call via their app requiring an urgent visit on Monday. Two of their ovens, a combi duo stack and another oven, had no function. Jon headed 50 miles North to thoroughly test the ovens. As a result, he upgraded their software to the latest settings and identified that the cause of the issue was an electrical supply fault. This required an electrician to correctly rate the circuit breaker in the fuse box.

Day over you might think as gone 3.00, but no. We’d had a call from a school with a report that the oven was not getting hot enough. The visit needed to be after the lunch break. Sadly, the cause of the fault was operator error, with oven temperatures set to Fahrenheit not Centigrade. On the plus side Jon also resolved a software update problem on the same machine.

Only Half the Story

With Jon home by 6.00, you might think that was a busy day, but it doesn’t explain the half of it. Engineers have to:

  • Do a mental health and safety risk assessment when on site particularly with other staff working around them in small spaces
  • Write out job sheets and explain them to chefs or maintenance contractors about what they’ve done or found
  • Take HACCP and service data from the ovens, ensure software is up to date and upload new software where appropriate from the Rational portal.
  • Fill out mileage forms and ensure vans have fuel. Then there’s the part numbers for the estimates and job sheets. And reporting on parts fitted for the bill.

We could go on, because added to all of this is the customer service and back-office staff that get the engineers efficiently to our catering colleagues in need. But we’ll leave that to another time, while we thank Jon and our other engineers for their greatly appreciated hard work.

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Published Date: 26th February 2023
Category: Blog, News, Rational, Service plan
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29 
Nov

Countdown to Christmas

Christmas countdown starts with Black FridayAfter the year we have had as a country and with the FIFA World Cup due to end literally a week before Christmas; there is no doubt we’re living in very strange and uncertain times. Yet those in the hotel, restaurant, pub, café and farm shop trades know that in order to make money, we need to be prepared to serve demand as it occurs. Hence our Christmas countdown.

Some of that demand is predictable with bookings for Christmas parties and events. While other demand is more ad hoc. It could literally depend on the weather or on the consumer’s feeling of the need to go out. A long run for England or Wales might dampen demand for those premises without television as people stay in; or become a place of escape for those desperately avoiding soccer.

Being Prepared for the Predictable

When demand comes, you’ll want service to function seamlessly from start to finish. For your Rational ovens this means ensuring that you have all the cleaning supplies you could need for the next 6 weeks. Regular cleaning optimises Rational performance and reduces the likelihood of a failure.

Check your cleaning supplies. Order by 2nd December and there is a reasonable chance that we can deliver before Christmas. If you order no later than 10th December and we have it in stock then you will also beat the 10-15% price increase, which Rational has had to bring in globally effective 1st December. Order either online or call the team on 01454 322222.

Being Prepared for the Unpredictable

If you haven’t already booked a Rational service or maintenance visit before the Christmas and New Year break, it’s probably too late. But we’ll happily arrange a date for January for those in our area.

Most oven breakdowns are unpredictable, but often seem to happen at times of peak demand. While many of AC Services Southern staff take a break over Christmas, there is always an engineer on call dealing with whatever crops up.

For ease of contacting us to resolve your breakdown, below are our opening hours:

In all instances, dial 01454 322222 and choose the relevant option.

  • Friday 23rd Office closes at 5.00 p.m.
  • Saturday 24th Engineer on call for emergencies
  • Sunday 25th CHRISTMAS DAY CLOSED
  • Monday 26th BOXING DAY CLOSED
  • Tuesday 27th Engineer on call for emergencies
  • Wednesday 28th Office open 8.30 a.m. – 5 p.m. and Engineers available
  • Thursday 29th Office open 8.30 a.m. – 5 p.m. and Engineers available
  • Friday 30th Office open 8.30 a.m. – 5 p.m. and Engineers available
  • Saturday 31st Engineer on call for emergencies
  • Sunday 1st NEW YEARS DAY CLOSED
  • Monday 2nd Engineer on call for emergencies
  • Tuesday 3rd Normal office hours resume

While we cannot predict the outcome of the football; working with our catering colleagues, we can make the season less stressful and more productive by using our Christmas countdown!

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Published Date: 29th November 2022
Category: Blog, Catering Business, Cleaning Products, News, Rational
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31 
May

Saving Cash and Service

ServiceWith the Jubilee celebrations, you can imagine the week of service phone calls AC Services had last week!

But to be honest being prepared is good. What we’re not looking forward to are the crisis calls during the celebrations. Those times when with the peak number of paying customers, a machine fails.

Sometimes it’s the result of a small fault ignored, that then has expensive consequences. And with everyone trying to save money after Covid, the number of those type of calls is increasing.

Small faults can become big problems

Running a catering business today is stressful enough without people adding to that stress with scare stories. But the ones below are real examples that have happened to catering colleagues recently:

  • Door gaskets over time wear or become damaged and so need replacing. Stacking ovens increases the chances of knock-on effects. The top oven leaks from a worn gasket onto the oven below. This takes out the control PCB and other components. Depending on the model, prices for a replacement PCB costs from £1080 upwards; while door gaskets start from £60.
  • Another result of worn door gaskets is that steam escapes. One effect of this is the ovens don’t cook correctly interrupting the smooth flow of service. Another is putting the oven on overnight clean, can end up coming back to a flooded floor.
  • Steam can cause no end of damage to various components and PCBs. An easy way in is through the overlooked cracked glass on a light bulb fitting. Or it could be a steam or drain hose failing that takes out the fan motor starting at £560.

Servicing is the cost-saving answer

Staying in business is about balancing cost with risk. Regular Rational servicing reduces the risks of fault repairs in mid-service that create lost revenue and unhappy customers. Don’t let the maintenance niggle grow into a costly fault from lack of servicing.

When servicing, we check multiple parts. To see what we cover please check out our May 2022 service checklist. A booked service call allows us to spend up to 2 hours on your oven. Servicing prices start from £195 plus VAT, dependant on model and avoids potential untimely costly repairs.

After the weekend is over, just check when you last had your Rational ovens serviced or whether there is a small fault that needs fixing. Then give our friendly team a call on 01454 322222.

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Published Date: 31st May 2022
Category: Blog, Catering Business, News, Rational, Service plan
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25 
Jun

4th July Catering Celebration or Bust?

Catering businesses

When the Prime Minister announced yesterday that most pubs and catering businesses could re-open or extend beyond a delivery service on 4th July, many in the sector were already wondering how. In the end it will boil down to an individual business choice.

A Bit of a Muddle

Official guidance and guidelines on what’s required were not available on 23rd June. Indeed, googling catering guidance brings up the Scottish government response as the first option. Given that the opportunity to open only applies to England, that’s not particularly helpful. But we are assured that the guidelines will be updated soon. In reality this will be too late for a 4th July opening for those who decide to open.

As the AC Services’ region is South West England and South Wales, we have some customers who can consider opening and some who won’t hear until 9th July. This is when the Welsh Assembly is next due to announce its decision.

In catering, timing and communication are everything. All catering businesses need to consider whether they wish to meet the opportunity of opening on 4th July or to start communicating to their clients the date when they will be open. They can then plan accordingly and manage the risks.

What might catering businesses need to do?

Details are sketchy of what might be required. It became further confused with the reduction of the 2m to 1m rule. What may be needed is to:

  • Provide mandatory table service for drinks as well as meals
  • Require staff to wear face masks and wash hands every 20 minutes
  • Use app-ordering by customers at table
  • Reduce the numbers of tables to comply with distancing rules
  • Provide options for sitting outside and perhaps Perspex screens between tables for those inside
  • Take all customer details to enable contact tracing should an outbreak occur.

Consider your team and your catering equipment?

Ultimately to open or not after 4th July is a business decision. This should consider whether there is sufficient demand from your customers to fill your restricted venue delivered by a trained team of staff supported by fully operational equipment. This was the decision faced by AC Services at the beginning of lockdown.

As we maintain and service Rational ovens in hospitals and other key services, we could not fully close. We did however have to furlough staff to balance demand against potential income.

With clients already preparing to re-open, we’re getting increasing calls to service Rational ovens. This allows us to unfurlough engineers as the sector begins to get back on its feet.

Calling us before opening allows us to schedule the engineer visits outside of service hours. This minimises both covid-19 risks and the chaos caused when a machine fails in-service. We’d recommend that if your machines have not been used for some time, that they are serviced first as the best way to save costs.

But we also recognise that some businesses will take the risk given Rational’s reputation for reliability. We’re sure that those businesses will understand if we are unable to respond immediately, as we used to, until we have our own team back at full strength. And if it does happen do call us on 01454 322 222 so we can discuss your options.

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Published Date: 25th June 2020
Category: Blog, Catering Business, News, Ovens, Rational
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19 
Nov

Are You Aware of ConnectedCooking

Rational's ConnectedCooking is the way forward for catering businesses

The world is becoming increasingly technology-enabled. Nowadays there seems to be an app or a Smart solution for almost everything. While some leave me wondering why there is a need, the same is not true of Rational Oven’s ConnectedCooking.

Since March 2017 Rational has been enabling its SelfCookingCenter® units with ConnectedCooking functionality and equipping them with Ethernet ports. More recently they’ve launched an app to create the world’s most state-of-the-art cloud-based networking solution for professional kitchens. It’s available on iTunes and Google Play Store . These advances bring real benefits to professional catering businesses.

Increasing Convenience

The app and the ports enable all your Rational SelfCookingCenter® or CombiMaster® Plus units to be connected to a single network completely automatically. As a manager you will always know what is going on in your kitchen through the dashboard. Even when you’re off-site and can make adjustments remotely through your own device in real time.

It also makes sharing your cooking programmes across all your units easier and quicker. This in turn removes time-consuming activities and ensures the consistency of food safety in your kitchen.

But ConnectedCooking is not just for larger kitchens. The secure remote access enables software updates to be installed, quickly like those on your laptop, so that your Rational is always running optimally. The app also makes it easier to access inspiration for new menus through new ideas from other foodservice professionals and Rational chefs.

Security of Food and Data

Food safety is a demanding challenge for modern kitchen operations. Ever-increasing government requirements and stringent hygiene standards require a great deal of administrative work. It’s also important to eliminate operator error as much as possible. ConnectedCooking automatically captures all the key HACCP information and displays it in a dashboard with the option to download and print.

The remote access can be authorised for your Service Partner, such as AC Services, as part of a service contract. This enables remote diagnostics for problems and can fix issues without the need for an engineer to visit. It also alerts AC Services that there might be an issue. As you would expect the system uses state-of-the-art encryption technology to keep all data secure and compliant with GDPR.

New Year Opportunity?

If your SelfCookingCenter® units were made after March 2017, you just need to connect them to your network by a LAN cable or wireless module and download the free app to get started by registering the units. If not then we would be delighted to come out in 2020 to retrofit them with the Ethernet interfaces.

Either way give the AC Services team a call on 01454 322 222 in January to discuss further ConnectedCooking functionality and how it benefits all sizes and types of kitchen. We can then make your maintenance issues even easier to solve, saving more time in 2020.

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Published Date: 19th November 2019
Category: Blog, News, Ovens, Rational, Self Cooking Centre
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05 
Nov

Don’t Delay Service Today

Don't delay service today

We were rather hoping to bring good news this week, if not about Brexit then about the Rugby World Cup. Instead, we have a runners-up medal and a delay. But fear not, we also have a pre-Christmas general election to look forward to.

And unless you have taken a break from reality this weekend, you will notice that the Christmas and New Year countdown is beginning in earnest.

It’s time to start planning and where better than the annual service for your Rational appliances.

Spiralling Costs

There are two issues for all catering businesses to remember:

  1. you want to keep your oven in pristine condition for maximum and reliable performance.
  2. you don’t want to spend any more money over the festive period than you have already budgeted for.

The cost element can be far-reaching. It’s not just the expense in downtime if you have an oven failure, but also the cost of calling out an engineer if you don’t have a contract in place. Emergency call outs for one of AC Services’ engineers can be 1.5 times or double the normal rate if it has to be the weekend.

Not having a service contract is not cost efficient. Servicing is the key to optimum performance. Here at AC Services, we constantly reiterate this point. Simply put, don’t delay service today!

As an example, we had a customer last Friday with a problem. Unfortunately, the oven had not been serviced for a few years and as we couldn’t get to them on Friday, we dispatched an engineer on Saturday. The bill for an out-of-hours call out an unwelcome £500. A problem with the steam hose and subsequently the drain hose affected the cleanjet pump. This expensive crisis could have easily been averted with a service, which would have pinpointed any problem with the steam hose.

Don’t Delay Service Today

Helen Hagger, MD of ACS offers some friendly advice. “Even though some ovens may still be in warranty, you should still organise a twice-yearly service because we know from experience that a lot can go wrong in six months,” she explains. “We often see where one small thing goes wrong, if it is not put right, it has a knock-on effect. Don’t forget that our engineers have immediate access to the majority of parts which minimises any delay. It’s all about peace of mind and pre-empting potential problems.

For further details and a no obligation quote for your Rational oven maintenance contract telephone 01454 322222 or email us today on service@acservicessouthern.co.uk.

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Published Date: 5th November 2019
Category: Blog, News, Ovens, Rational, Service plan
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22 
Oct

Bowood Hotel, Spa and Golf Resort

Bowood Hotel, Spa and Golf Resort

Bowood Hotel, Spa and Golf Resort is located in the heart of Wiltshire nestled within the Bowood Estate. The luxurious hotel is surrounded by parkland landscaped by the famous Capability Brown.

It provides an idyllic retreat, whether for weekend breaks, golfing escapes, spa pampering, weddings or simply to savour the first-class cuisine. The Estate also contains Bowood House & Gardens, home of the Marquis and Marchioness of Lansdowne.

The hotel, itself, contains 43 beautifully furnished contemporary bedrooms and suites. Guests can enjoy the luxury spa with its infinity swimming pool, gym and pampering spa treatments. The golf course is particularly popular, with a full championship PGA 18-hole golf course.

Weddings, celebrations and conferences are fully catered for, with the backdrop of the surroundings adding to the ambience.

Dining Experience

The hotel is open all day for breakfast, brunch, lunch, dinner and afternoon tea. It also caters for corporate events which means that the kitchens are always busy.

Replacing the old ovens over four years ago, Rational supplied two 201E SCC WE units for the main banqueting and conference kitchen, and a 101E SCC WE model for the brasserie. After the initial two-year warranty scheme, the hotel chose a maintenance contract package from AC Services (Southern) which, according to Steve Foster, Maintenance Manager at the hotel, is working perfectly.

The Rational ovens serve their purpose perfectly,” he comments. “They are not only reliable but robust and we have them serviced twice a year, once before the seasonal rush at Christmas.

Because we invested heavily in the ovens, we are determined to keep them maintained and extract the maximum amount of performance so apart from ensuring they are regularly and properly cleaned on our part, we can rely on AC Services to provide back-up at all times, not only with regular servicing but in case there are any problems. An engineer is sent out within 24-48 hours and the issue is always resolved with no disruption to our daily operation.”

This is vital to the chefs at the Bowood Hotel who provide the very best in cuisine using where possible, local suppliers. The hotel is dedicated to understanding and appreciating the importance of provenance, believing that the secret to crafting seasonally exceptional cuisine begins with the careful selection of only the freshest, sustainably reared meat, fish and fruit and vegetables.

Oven Ready

According to Steve, “the catering team is always striving to create both dynamic and contemporary menus for our guests to relish and savour during their stay no matter what the occasion might be.

This requires a reliable and capable oven, and the Rational ovens, supported by the maintenance package from AC Services, provide exactly what is required.

The Shelburne Restaurant serves daily delicious food from seasonal menus every day “prepared with passion and served with flair”. The Clubhouse Brasserie offers a menu ranging from traditional fish and chips to a Club sandwich. Weddings and conferences give the kitchen staff the creativity to provide the best cuisine possible, with the Rational ovens helping with this aim.

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Published Date: 22nd October 2019
Category: Blog, Case Study, News, Rational, Service plan
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22 
May

Dining at the Bristol Lido and Glassboat

Bristol Lido

More than simply a swimming pool, the Clifton Lido in Bristol has gained a well-earned reputation for fine food. With a restaurant and a poolside bar, the former restored Victorian swimming pool has been designed for contemporary luxury.

Having first opened its doors in 1850, the swimming pool changed hands many times until its final closure in 1990. The threat of turning the building into flats was ever-present until 2006, when the Glass Boat company purchased the site. And following an extensive restoration project, the Lido opened to the public two years later. It now boasts a Grade II listing and a record as the oldest heated outdoor swimming pool in Britain.

Restaurant and Bar

The restaurant overlooks the pool on the original viewing gallery. It offers a relaxed and informal space with floor to ceiling doors sliding back to allow entry for the elements. The menus incorporate Moorish and Mediterranean cuisine, with a strong Spanish lilt, with ingredients sourced from small-scale hand-picked suppliers.

The set menu offers delicacies such as raw rhubarb, fennel, salted almond and goat’s curd salad for starters and warm North African mezze with falafel, tahini sauce and warm flat bread for mains followed by Basque-style burnt cheesecake, rhubarb and creme fraiche Pedro Ximenez and raisin ice cream for dessert.

The transformation of the venue into a chilled-out restaurant has been a resounding success, with “relaxed and unpretentious dining; where suits and robes sit cheek by jowl to enjoy great ingredients.”

Rational Oven Bristol

According to maintenance manager, Paul Wyatt, the kitchen equipment has been instrumental in this success, with a three-year old Rational electric oven working hard in the kitchen to supply perfect cuisine to diners.

We have an ad hoc contract with AC Services (Southern) with the oven” he explains. “It is serviced once a year but the company is always on hand should any minor problems arise.” Typically these issues comprise of general wear and tear due to the oven being constantly in use, but rarely, if ever do any big problems arise.

Glassboat Bristol

Glassboat Bristol

Paul has an affinity with Rational, as part of his job is to also look after the Bristol Glassboat restaurant.This is owned by the same company, and situated on Welshback in Bristol’s historic floating harbour. The venue has fast become an iconic eating house in Bristol, with tables that look out to the water through large, restored wooden windows, with views around the harbourside and to the city.

The restaurant opened 30 years ago, with the original boat dragged from the muddy waters of the river Severn and lovingly restored in the early 1980s. The Glassboat Brasserie menu consists of a classic French menu, carefully chosen and prepared using the best ingredients.

The food is simple in style but exquisite in taste, with a massive choice: rabbit terrine, cornichons, celeriac remoulade, provencale fish soup, aioli, rouille, crouton, fried pigs head, smoked eel and potato pancakes are just some of the delicacies on the menu.

And yet again, behind the success lies a Rational 101 SH oven, five years old and still going strong. “The big advantage of this appliance is that it is self cleaning,” continues Paul. “The chef just turns it on and it is ready for use. The reliability and performance is outstanding and plays a huge role in the continuing success and reputation of the Glassboat.”

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Published Date: 22nd May 2019
Category: Blog, Case Study, News, Rational
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