When he first started at Acorn Stairlifts 15 years ago, Joe Sanderson always went above and beyond for our customers, and now as a training officer, he ensures his fellow staff do too.
In this month's Employee Spotlight, we spoke to Joe about his career working at Acorn.
How long have you been working at Acorn?
I will have been working 15 years this year for this company!
I started as an installer when the headquarters were in Shipley. I worked on the straight stairlifts for about seven years and then went onto the curved ones.
As my ex-wife already worked at Acorn before I did, she suggested that I apply to be a stairlift installer. The work was a bit lighter than my prior job, and she said they can be fitted within a shorter time compared to previously, where a job could take up to two weeks. After a while, I managed to get my installation times down – you just get the knack once you're a long-timer like me!
What was the progression for you after being an installer? 
I wanted to be a service engineer, but Martin (the Senior Operations Manager) suggested that I take on the role of a trainer. I didn't have the confidence at first, but he reassured me that I would do great work, as the new starter installers who joined me on the road were good at their job with my help.
My explanations came across well, and I could usually spot if people were struggling with anything – not to blow my own trumpet! Helping new starters turn into great engineers gives you a big buzz, and they remember you for it. I still see them now, and they always say hi and make a big fuss.
Those who come in with the right attitude and willingness to learn are much more likely to enjoy the job. It is challenging, but after a while, it becomes natural. You do have to stick to a routine while on the road. Once, I managed to leave a customer’s home after 24 minutes – from knocking on a customer's door to completion of the straight stairlift! That was a perfect job, but the main thing is always to make sure the customer is completely happy.
When customers see my Acorn uniform with ‘technical officer’ on it, that's even better. I can tell them that they have got the ‘cream of the crop’ today and have a bit of banter with them. A lot of our customers wanted to sit and watch me install their stairlift, which I didn't mind. It reminded me of talking to my grandma, as she was the kind of woman who wanted to know everything too – I love having a good natter!
What are the main responsibilities within your role at Acorn now?
Time has passed and I'm semi-retired now, working three days a week. I work alongside the Technical Manager, Alvaro, a lot of the time. I’m always helping him resolve customer queries with regards to the technical side of the stairlifts, and it’s good fun.
Otherwise, I take care of all of the powered options for the stairlifts. I upgrade carriages and turn them into ones with powered swivels. I create powered hinges or powered footplates by programming them. I can do 24 carriages and seats comfortably, which is about seven-and-a-half or eight per day. That's my marker – any more than that, I might struggle.
Do you have a favourite memory about working at Acorn?
My favourite memories have to be while I was on the road as an installer.
One time, I was early for an install, and I hadn’t read the notes fully. I was supposed to arrive after 12pm, once their electrician had been to fit a plug socket. As I could start the installation prior to having a plug socket, I knocked on the door and the customer told me I was too early. After explaining about not needing the electrics, they let me in their home to make a start.
When I lifted the footplate, they noticed our Acorn logo and became confused. They advised me that they’d previously cancelled their order with Acorn and had another company coming after 12pm to install their stairlift. After a full look into their account, I could see it had indeed been cancelled.
I came back in to apologise, and they said that they really did like the stairlift. The other company was providing them with a reconditioned one, but both of our prices were roughly the same. They said they’d like to keep it, so I spoke to one of the office staff, who laughed his head off when I told him the story and agreed to offer a little extra discount. The customer thought it was fantastic news and called into the office to nominate me for our internal reward scheme.
Another time, I called a customer to let them know I was on my way and asked them to advise me of the situation. They told me that the diagnostics code was reading E9, which indicates the key is off on the stairlift. I asked if they could touch the key without hurting themselves. After they agreed, I asked them to turn it horizontally and whether or not they could pull it out (which would turn it off and allow you to remove it).
Once I mentioned the word ‘horizontal’, they went quiet on the phone, and I got very confused. A few moments later, they told me they were ‘there’. After trying to figure out what they were doing, they advised me that they were upstairs, laying on the bed with the key in hand – HORIZONTALLY!
I had to pull over because I was crying with laughter. I attended the job as intended and told them that they had made my day. Once I told them the story, they were laughing too. I will always remember the diagnostics code E9 because of this story!
When you were younger, what did you want to be when you grew up?
I wanted to be a jockey. I managed to get a job on the stables in Scarborough. I was always truant at school; I didn't want to be there. I wanted to get stuck in and work on my friend's farm. I left after a week there, after an altercation with the head stable boy. That was my riding career over.
Then, I was a farmer for a long time, a pipe fitter/welder, and then I came to Acorn.
If you were stuck on a desert island without electricity, what three things would you take?
I wouldn’t need matches because I know how to start a fire without them. I’d probably like an axe and then some kind of vessel to keep water in. I would also like a picture of somebody, maybe my daughter or grandkids, to keep me going.
Quickfire: What is your favourite...?
Film? – The Lord of the Rings. When it first came out, I was in France on holiday, and I saw it and bought it. When I went to watch them all a few years later, I forgot where I had bought it – and it was all in French!
Food? – Curry. I'm a good cook, and my dad was a chef, so I'd say that’s my specialty.
Sport? – Rugby League. My favourite team is Bradford Bulls at the minute – let’s see how we get on!
Holiday Destination? – I love France. I go to Loire Valley a lot, as I have friends who live there. I love France and their way of life.
The Amazing Team Behind Acorn Stairlifts
Acorn's passion for helping countless people reach new heights all boils down to not only our confidence in our superior stairlift products, but the attentiveness and support of a team who truly cares about our customers and wants to make a difference.
From start to finish, Acorn assures that our customers are taken care of. From the strict standards we adhere to during manufacturing, to our superior stairlift servicing within your home, Acorn Stairlifts is hands-on throughout the entire process to ensure our customers are getting what they deserve—only the best.
Check back in later to learn more fun details about some of our other dedicated Acorn employees in the weeks to come.