How major lift companies are responding to financial pressure

Over the last 10 years, as business conditions have become more competitive, the major lift companies have responded in a range of ways to ensure profits and dividends. The following comments show a few of the ways companies are cutting their maintenance costs and how this affects customers. Once you are locked into a long-term contract, beware:

Maintenance cons explained:

The 10-15 minute maintenance visit con.
The major cost for all maintenance companies is labour. The major companies have adopted a 10-15 minute “tick a box” method to check obvious items and then rush to the next lift. A maintenance mechanic can get to 10 visits by lunchtime! The customer gets a docket, so the job is done! However, to maintain even a low-rise lift, a mechanic needs around 45 minutes to observe, adjust, lubricate and conduct preventative maintenance by cleaning equipment in the shaft to reduce wear and dirty electrical contacts, etc. With 10-15 minute maintenance visits, lifts become unreliable, and repair costs will escalate.

The remote monitoring “maintenance” con.
This is a relatively new but disturbing trend. One major company, I am aware of, is using remote monitoring equipment to conduct every second maintenance visit “remotely.” They simply log into the lift to see if it is working correctly. Many items are missed this way, such as trip hazards, lights, adjustments that can’t be made, or cleaning that isn’t conducted.

The cutting middle management/customer services costs con.
Our best customers are currently the major companies, as their first response when experiencing financial stress is to cut middle management. Customers are finding it increasingly difficult to speak to their lift companies, even if their lift is out of service. As most customers are locked into long-term contracts, they feel trapped and frustrated. My advice is to find a lift company without lock-in contracts and who has staff to respond promptly to customer concerns.

I trust that the above is food for thought!

Andrew Lewis
Director
Melbourne Elevators

Published: November 8, 2024