es of Tyne and Wear re is the Key
ToolBusiness: As you have already made clear Mark, your customer service is crucial to your business, so what is your measure of the customer experience in your shops and how do you read your main customer base - is it mainly tradespeople or is there a mix of DIYers, householders etc who need to rely on your help and advice. Mark Charlton:Our customer base is spread across all sectors from small local businesses to multinational organisations and even the general public, but we have a standard strategy to provide the best in customer service based on eight points that staff are expected to use every time. These eight points are:- 1. Answer your phone, 2. Don’t make promises unless you can keep them. 3. Listen to your customer. 4. Be helpful – even if there’s no immediate profit in it. 5. Train your staff to be helpful and courteous always. 6. Knowledgeable and well-informed staff impress customers. 7. Take the extra step, 8. Try to throw in something extra. The main core value for the company is: The Engineering Company that goes one step
further. We genuinely try to deliver exactly the same quality service and value as we did back in 2001 when the company was established.
ToolBusiness: I guess that a company that offers genuine and interested service will always do better, even when times are tough. But to move on: how important is the THS connection to the business? Mark Charlton: RS Industrial is keen to support THS as it feels that the THS Group offers better discounts and better accessibility for purchasing goods from large manufacturers through the various schemes that THS operates. RS Industrial uses the promotional special offers from THS and they are a great way to keep in touch with our customers and to offer them something extra. ToolBusiness: How in general terms do you see the medium term future. What, in your view, could guarantee the independent dealer a future? Mark Charlton: RS Industrial has shown that profits can and will continue to improve through a mixture of good practices and treating its customers with respect and responsibility. Our customers have maintained their loyalty because we have responded to their needs. I reckon we are still the first choice for engineering consumables in the North East RS Industrial has, and will continue to evolve to encompass all the changes needed to
remain a leader in our field of expertise. What will not change are the values of high quality goods, competitive pricing and leading customer service. ToolBusiness: Thank you Mark for your candour in answering our questions, I think you are a great advert for your Eight Points Strategy.
telephone 01444 440188
ToolBUSINESS+HIRE 17
Reply No. 205
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