“We introduced a two-hour delivery slot on the day of delivery; equipped our drivers with new devices that help them to make deliveries more efficiently; and we’ve reduced admin – which means we can focus on other areas of our relationships with customers.
“Part of the new delivery process has been introducing cutting edge technology and this has given us a robust delivery operation. But the new service is about much more than just improved technology – it’s a way of building trust and helping us work together more effectively. Crucially, it’s a tool for enabling better customer communication and that is the absolute foundation of good service.
“And the feedback so far has been great, from our customers – and our colleagues.
COLLABORATION IS KEY
“Collaboration is another key area of great service – this has been highlighted with us achieving Defining Blue status in Costain’s supply chain performance benchmarking scheme. ‘Blue’ indicates exemplar performance across a number of project delivery factors, including people, time, quality, safety, health and environment – all areas that go to ensure our customers are satisfied with our all-round service.
WELLBEING IN THE WORKPLACE
“And we never underestimate that we’re a people business – and the role that colleague training and development plays in nurturing customer loyalty, ensuring people want to deal with us time and time again! While this ‘behind the scenes’ activity may not be something all customers are aware of, the hard work and investment into all areas of colleague wellbeing, knowledge building, motivational support and coaching all has a huge part to play in how our teams service customers.
“So in short, how we’re delivering a great service our customers can rely on can be wrapped up into four consistent areas:
- Customers getting the right, high quality products safely, where and when they need them
- By working in close partnership with our industry-leading supplier
- Supported by our national-network of friendly, professional knowledgeable and trusted colleagues
- That overall we provide the most effective solution that our customer’s need by listening to their feedback and acting on this.
“I will be dedicating all my efforts into building a dynamic company that is leading in every respect, from the services we provide to the culture we live by. We are fully committed to becoming game changers in the industry and an industry leading employer. This will be felt through every touch point in our business – from the products we supply to the talent we recruit.
“Today we have a thriving business but what we’re also striving towards is that we continue to lead the sector in customer relationships and become more than a good supplier in terms of our civils specialisms. Put simply - we want to be the best.