Concrete takes a new lead on Customer Service
26/02/2008

Brett understands the importance of good customer service; the customer being its greatest advocate for returning and new business. That's why in 2007 Brett Concrete made customer service a keen focus. It undertook research to measure service levels and appointed a new Customer Service Manager, James Pearson.

 

James Pearson joined the Sales Customer Service team for Brett Conrete as Manager in October 2007. Brett news caught up with him to ask a few questins abut why customer service is so important to Brett and what plans his team have for 2008.

 

How are you settling into your new role?

 

"I have been very fortunate in that I have inherited a very committed, customer-focused team with a strong track record in customer care. My team is the first point of contact for all Brett Concrete customers and manages the buying process from quotation through to invoicing.

 

With their support, my first few months at Brett have been very smooth and exciting and we all look forward to implementing changes to improve Brett's already great reputation for customer service."

 

What changes/improvements do you plan to make in 2008?

 

"My personal mantra is 'continual improvement'; all processes and actions have the potential to be refined as we learn from our successes and mistakes, in an aim to provide the most efficient practice and service possible. My first task in 2008 will be to streamline all administrative processes, automating or semi-automating wherever possible to improve the accuracy of information processing and to ensure sales have as much time as possible to devote to the needs of our customers. I am also currently involved in a number of improvement projects such as the customisation and
implementation of a new inhouse IT system, Brett Plus."
The results of this year's customer survey show that we are getting some things right but we can never rest on our laurels and must strive to make continued improvement!"

 

Why is customer service so important to Brett?

 

"I think it's very telling that the Brett company slogan is 'built on relationships'; and in an industry where the quality of product is less of a differentiating factor,it's no wonder excellence in customer service is such a selling point. As an independent company competing with larger
PLCs, the emphasis on building trust with customers, delivering what we promise and behaving with integrity at all times is vitalin making us stand out from our competitors."

 

What is the key to good customer service?

 

"I believe that listening to our customers is the key; understanding our customers' needs and listening and acting on their feedback is soimportant, as is taking proactive steps to constantly improve the way we operate. That's why this is the third time we have
commissioned in-depth customer research, to find out exactly what our customers like, want to see more of and what we can do as a company to meet these needs."

 

What challenges do you face in the next few months?

 

"As a team, our biggest challenge will always be delivering a service that meets our customers' expectations and keeping one step ahead of the competition!"

 

> Click here to view the results of Brett Concrete's 2007 customer survey (PDF 238KB)