Delivering outstanding customer service made easy.....

In today’s tough business environment, if you are going to out-perform the competition then delivering outstanding customer service is a must.

Mulling over this point whilst stuck in traffic heading north from London on a Friday afternoon, I was interrupted by a phone call instigated by our out-of-hours emergency service. How soon could we deliver a product into the depths of the South West as their current supplier had let them down and missed a deadline for delivery? A couple of phone calls later I could relax, knowing the South West team would respond and sort it out.

The next day (Saturday), I received a call at lunchtime from our products business manager who deems it normal to expect calls from his customers whenever needed. This time it was from one of the leading tower crane operators in the UK. A crane rope had been damaged on a construction site in the middle of London. The plea was – ‘we need a rope for tomorrow but ideally today!’

Again a quick phone call was made to the on-call shift manager – who was actually just about to go on holiday. He was able to mobilise one of his team and together they opened up our Harworth production facility and the rope was duly manufactured.

We were just waiting for the courier when another message came through – ‘We need an urgent job doing on site at the inner harbour in Great Yarmouth.’ A quick call was made to the local manager (who is used to receiving requests any time of the day or night including Christmas)and another crisis was averted.

Meanwhile back to the crane rope. The special courier picked the rope up and a little over five hours after the initial call, the rope was delivered to the London construction site at 5:45pm on a Saturday afternoon.

So, how difficult is it to do this? Well if you are lucky enough to have committed employees with a ‘can-do’ attitude working for you, as CERTEX undoubtedly has, then the answer is quite simply – ‘it’s not difficult at all!!!’