INSIGHT
at and analysed to see if there is anything that can be done to further benefit the customer. As well as focussing on improving the operations of the company the senior management team has also looked at what more could be done to enhance customer service and support. Hence, H&C is currently in the final stages of introducing a new company website which will enable customers to check online stock availability, current prices, and will allow 24/7 ordering. “We are also in the final stages of
reproducing the corporate brochure which will enable us to reintroduce our products, service, and people to the customers,” mentions Mark Hutchinson. “We hope that by reading the brochure customers will realise our offering isn’t aspirational; it is our standard package and is available every day.” “It is about becoming an easy and low
cost supplier where a customer can make one phone call and our people can talk about the entire customer’s needs for fasteners + fixings, tools and industrial consumables,” adds Mark Dorrington. It is this commitment to ensuring that
H&C offers the customers the ‘complete’ package that underlines the overriding feeling from visiting H&C. There is a real sense of teamwork and commitment in all aspects of the company, from the senior management team to the warehouse. The idea of delivering consistency at
for engineering, construction, production, repair and maintenance; and the Tite Range®
when working in all types of timber and masonry. “Our range of products is amongst the
best in the industry, and we felt it was important that our customers realised that our commitment to consistency wasn’t just in the service we provide, but also the products that we provide,” says Mark Hutchinson. To assure that its customers had the
widest range of products available to them, H&C has doubled the depth of stock value over the past three years, with the company also increasing the breadth of its product range. This resulted in some ranges being extended, as well as new ranges being added. The company’s own brands are
supported through reliable suppliers, with H&C carrying out initial and on-going audits for all its sources. “We always
- for unique innovation and design
check that we are buying from the best source,” points out Mark Dorrington. “We have an international supplier base and have created some very good relationships with our factories. We visit our core international suppliers 4/5 times per year. We maintain audit records and support these with our own incoming inspection. This helps us to guarantee that we are getting a reliable supply of quality products from suppliers we can trust.” Mark Dorrington continues: “Every
box we supply carries our own brand name, so we can’t afford any poor quality to affect the brand reputation. The integrity of our brand name is paramount.” From the service to the
customer; the quality of products; and the reliability of the supplier; H&C has worked to make sure that every aspect of the company has been looked
first seems a relatively straightforward task, but the lengths to which Harrison & Clough have gone to ensure that it is adopted in every aspect of the company is a testament to the staff and the integrity of the company itself. As Mark Hutchinson says: “We are a real sophisticated operation, behind a straightforward veneer.”
www.harclo.com
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