Expect Distribution is a family owned and run business which has a customer focussed culture. Each employee is aware of the required level of service to the client and the company aims to provide value added benefits through a structured customer care programme.
Each account is allocated to a dedicated account manager who develops an in-depth knowledge of the customer’s needs. Each customer is provided with an end of month report detailing an overview of the month’s activities with detailed data regarding spend, productivity and any issues encountered coupled with details of corrective action implemented. Clients also have access to Expect’s operations director for higher level queries and quarterly meetings are scheduled where KPIs are reviewed and overall performance analysed.
The company also operates a constant feedback system which enables customers to report immediately at senior level on ay aspect of the Expect service.
Paul Ponsonby Ltd
Since Paul Ponsonby introduced its Customer Commitment Plan in 2000 it has not lost a single customer to a competitor. All staff are involved in the plan – from drivers to directors and everyone in between.
Customer surveys form a big part of the Customer Care Plan. They are sent out at regular intervals throughout the year to ensure that Paul Ponsonby is living up to its clients’ expectations. Year on year statistics are compared and in their feedback, clients never marked the company’s service levels as anything less than ‘good’.
Ongoing training for staff at all levels, customer care meetings and a commitment to ongoing account management are also important elements of the Paul Ponsonby Customer Care plan.
Briggs Equipment Ltd
Since installing Briggs’ Speedshield system, waste recycling specialist Viridor has reduced damage to its fleet of lift trucks and other property by 75 per cent at its Skelmersdale site.
Ashley Houghton, head of procurement at Viridor’s Skelmerssdale facility, says the Speedshield system and the commitment shown to his company by Briggs’s support team have revolutionised the way the company’s forklift trucks are operated.
Safelincs Ltd is an online retailer of fire safety goods. To measure customer satisfaction, the company sends customers a questionnaire asking them to rate Safelincs’ products, the company’s helpfulness and shipping quality. The results of the survey are reviewed and acted upon on a daily basis and any negative comments are immediately followed up
Weekly customer service team meetings and monthly quality reviews help the company to achieve high levels of customer satisfaction
As part of a project to develop its service to the cycle and motorcycle sector GEFCO undertook a major survey of two wheeler manufacturers. The survey highlighted that customer care was essential in this competitive and demanding consumer driven market.
Since undertaking the extensive survey and market review GEFCO has built a clear organisational structure with teams of experienced personnel that can respond quickly and efficiently to the needs of their customers.