‘Customer Service’ A Winning Strategy for your Business Wayne Marley Westridge Construction Limited

Customer Service  What is Customer Service?  The Westridge Approach  What do Westridge expect from our Supply Chain

What is Customer Service?  A series of activities designed to enhance the level of customer satisfaction by meeting or exceeding expectations. (Jamie L Scott 2002)  It is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction. (Institute of Customer Service)

What is Customer Service?  The provision of service to customers before, during and after a purchase. (Wikipedia)  Customer service is the ability to provide a service or product in the way that it has been promised  Customer service is about treating others as you would like to be treated yourself

What is Customer Service?  Customer service is a proactive attitude that can be summed up as: I care and I can do  Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer

Why is Customer Service Important?  Dissatisfied Customers will tell 6-10 people about the problem.  Happy Customers will tell 1-2 people.  It costs 6 times more to attract new customers.

Why is Customer Service Important?  68% of Customers stop buying because of attitude or indifference from an individual or company.  7 out of 10 Customers will do business again if the complaint is resolved to their satisfaction.  Source: Internet Research

What can you do  Understand your Customer and their needs.  Be a good listener.  Identify & anticipate customers needs.  Have a ‘Can Do’ attitude & approach

What can you do  When something goes wrong – apologise and sort the problem.  Be Honest.  Communicate Well  Use your unique selling point(s) to add extra value to your Client.

The Westridge Approach Our Approach is simple  We have an ethos of ‘Making things Happen’.  We understand the importance of aftercare to our client.  We aim to ‘go the extra mile’ for our Clients’.

The Westridge Approach  We respect & value our Clients/Suppliers as without them we do not have a business.  We aim to be proactive and offer solutions.  We do what we say we are going to do.

The Westridge Approach  We treat our customers & suppliers as we wish to be treated.  We pay people fairly, on time and when we say we are going to.  We seek to understand what is important to our Client.

What do we look for?  Customer Service means different things to different people.  Its all about Perceptions

What do we look for? We have a number of disciplines that are integral to the successful running of our business who all have their view:  Site Managers  Contracts Managers  Surveyors  Buyers  Estimators  Aftercare

Our Site Managers look for:  Punctuality – Turn up on site when you say you are going to.  Consistent Quality  Knowledge of the project when turning up on site.  Understanding of risk and method statements.  Excellent Health & Safety

Our Site Managers look for:  Proper use of PPE  Willingness to work alongside other trades  Prompt response to call outs  A ‘can do attitude’.  Solutions rather than problems

Our Contracts Managers look for:  Proactive attitude.  A non adversarial approach  Timely & complete O&M manuals  Responsible resourcing  Right people for the task in hand  Input into programming

Our Surveyors look for:  Timely response to pricing extras  Solutions not problems  Early warning notices on cost/programme issues  Collaborative approach

Our Estimators look for:  Timely receipt of Quotes  Consistent Pricing  Accuracy  Pricing what asked to price  Advice on alternative solutions where appropriate  Help in giving us a competitive edge

Our Buyers look for:  Long term value  Commitment to delivery when order received  Those that go the ‘extra mile’  Comprehensive knowledge  A ‘will do’ attitude

For Aftercare we look for:  Prompt response for call outs  Timely rectification of defects  An understanding & friendly approach  Those that go the ‘extra mile’  A ‘will do’ attitude

In Summary: Customer Service is all about: Customer Service is all about:  Perceptions  Comparison with Competitors But remember...  Relationships and reputations take time to build but can be lost overnight!

Any Questions