Hands‐on approach helps Munters MCS to shine when the rain pours

Purpose – This paper aims to highlight the factors that have helped property damage‐prevention and restoration specialist Munters MCS to retain Investor in People (IiP) certification on three consecutive occasions, and make back‐to‐back appearances on the list of Sunday Times 100 Best Companies to Work For. Design/methodology/approach – The paper concentrates on the importance of good communication, effective learning and development and employment packages and social events. Findings – The paper describes how the identification of development needs through competency‐based job profiles and appraisal systems has led to a distinctive training approach – a Munters Academy, which is an internet‐based training scheme whose electronic competency‐based courses lead to certificates in professional management in eight disciplines. Practical implications – The paper reveals that Munters MCS has a strong record for promoting from within. Of the 320 staff currently employed in the UK, 120 have received a formal promotion. A number of existing employees have been internally promoted to managerial positions, retaining knowledge within the business and saving job‐vacancy advertising costs. Munters also boasts one of the lowest staff‐turnover rates in the industry. Originality/value – The paper highlights the close links between employee and customer satisfaction.