PJH: Evolution of a Distributor
D
istribution and the role of the Distributor have changed
enormously over the years driven by the increasing complexity of the KBB trading environment. Retailers and their customers now expect so much more by way of service from their Distributor and whilst the obvious competitiveness of the offering is important, it is how the Distributor supports its customers that is now the true differentiator and is a strategy that has been key to PJH’s on-going success. PJH’s goal to always offer a ‘FIRST CHOICE
SERVICE’ has meant continuously listening to its customers and in fact much of its present service offering has been developed as a direct response to customer feedback through PJH’s successful Voice of the Customer (VOTC) programme. VOTC continues to guide the company as it lets PJH know exactly what the customer wants, but perhaps more importantly, how well the company is doing in the eyes of customers and where future investment should be made to improve the support it offers to its independent retailer network. This collaborative approach, guided by feedback,
is delivering with PJH firmly established as one of the UK’s largest KBB distributors, sourcing and supplying bathrooms, appliances, and sinks and taps. It has also directed on-going investment into technology, with for example its class-leading online sales platform PJH PARTNERS PORTAL™, which continues to evolve with the addition of new features and functions - now transacting at over 70% of all of retail sales. Deliveries have also received a huge investment
boost allowing PJH to now boast Next Day Delivery to an impressive 91% of UK postcodes, including Home Delivery. Also, the recent addition of 80 new vehicles to PJH’s national network of transport fleet, sporting a new livery, will drive this figure up higher as well as being a great brand ambassador for PJH. Investment in new warehousing continues, such
as the expansion of PJH’s Thirsk Distribution Centre to 10,000 sq.ft. This helps to maintain the efficiency in PJH’s national infrastructure involving stock availability and delivery timescales.
A regular programme of new product launches
also helps retailers provide their customers with the very latest, on-trend designs, whilst PJH’s comprehensive portfolio of appliance brands keeps evolving too, with the recent addition of Miele highlighting the growing reach of its distribution. The level and type of marketing support
provided by PJH has also changed over the years, enhanced continuously in response to customer feedback to support both products and services. PJH’s desire to always
offer a FIRST CHOICE SERVICE, guided by customer feedback, is PJH’s real differentiator and underlines why, ‘TOGETHER WE ARE BETTER.’
u0800 8 77 88 99
uwww.partners.pjh.uk uwww.pjh.uk BKU JANUARY 2023 23
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