ERT AWARDS 2021
Best Supplier Customer Service Winner
Ruark Audio 30
Ruark Audio prides itself on its personal, friendly customer service. As a small, independent manufacturer the team knows how important it is to be easily contactable via telephone, email, or social media and they make sure they can be effortlessly found via all platforms. The Essex-based company also operates a not-for-
profit fixed cost repair service for out-of-warranty units, to make sure customers can count on their products for life. Ruark’s website is easy to follow with an entire page dedicated to support offering downloadable user guides and FAQs as well as product video tutorials. Picking up the trophy for Best Supplier Customer
Service Award at this year’s ERT Awards was “totally unexpected”, Alan O’Rourke, Owner and MD of Ruark Audio, tells ERT. “It’s a fantastic accolade and honestly so
greatly appreciated! We will certainly be telling everyone about this and we plan to feature the award on the redesigned Customer Service section of our website when this goes live soon,” explains Mr O’Rourke. Providing just a few examples of how Ruark Audio
has gone above and beyond for its retail partners, he goes on to talk more about the repair service, saying that the team arranges to collect the unit and it is repaired within 10 working days and returned directly to the customer. For those with the R7 model, Ruark even sends out a flight case if the customer requires it so their unit does not get damaged in transit.
January 2022
ertonline.co.uk
Ruark’s MRx, R5 and R7
Retra’s Howard Saycell presented the trophy to Alan O’Rourke and Richard McKinney from Ruark
“It’s a fantastic accolade and we will certainly be telling everyone about this!”
“We’d like to think that we make the best products
in their class – and likewise, we aim to offer service of the same quality,” adds Mr O’Rourke. “It’s not just our team at head office, but our Area Sales Managers, Jason and Ed, are on the road and always popping into stores to do regular training. “Last year we did a Zoom training event with the
new John Lewis Edinburgh store and we spent two days training the team there. We have also run various webinars in conjunction with our digital advertising agency to help our retail partners navigate the rather daunting world of digital marketing.” Mr O’Rourke says it is important for companies to
Ruark’s website support section
step back and think about how people see them; if they are happy with their image that’s great, but there’s always room for improvement. “Attention to detail and going that extra mile really reaps reward,” he comments. And reflecting on the ERT Awards event in
December, he concludes: “We really enjoyed it! However good virtual events have become, meeting people face-to-face is so much better and you can’t beat it! “It’s important that our industry should always try
and better itself and having the ERT Awards to recognise these achievements is vital for this.”
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46
