OUR FOCUS FOR 2021: DELIVERING ON CUSTOMER SERVICE
The new year is always a time for making plans and looking ahead, but after a challenging 12 months and further lockdown measures in place, the sense and need for a fresh start as 2021 gets underway is even stronger than ever. It’s a particularly exciting time for me, both personally and professionally, having taken the helm of Keyline Civils Specialist in November
It's certainly been an interesting time to take up a new role, at the end of perhaps one of the most difficult years many of us have ever seen. In the past 12 months, there have been some tough times for individuals and businesses alike – and the year has required Keyline colleagues and customers to adapt to new ways of working together. It’s clear that everyone has been working harder than ever and I’m really impressed with the commitment I’ve seen, both within Keyline and from our customers in the construction industry, to keep projects moving forwards despite the difficulties. 

I think, for me, that it is vital to keep pushing ahead and striving to be the best we can be. I’ve worked in the civils and building materials sector for more than 30 years and in that time I’ve learned that, as materials distributors, being the best means placing the customer at the absolute centre of everything we do. 
At Keyline, we pride ourselves on offering a specialist service that our customers can depend on – so delivering excellent service is already one of our key priorities, but that doesn’t mean we can sit back on our laurels. If 2020 has taught us anything, it’s underlined the need for agility in responding to the changing needs of our customers. That is why, as we look forward in the new year, this commitment to delivering a completely customer-centric focus will underpin all of our actions.

For me, nurturing colleague development and customer service, go hand in hand. An empowered, happy and motivated colleague is one who will project that positivity into everything they do for our customers, so this is an essential area for me, to ensure that Keyline is a fantastic place to work – and a place that attracts great talent, to grow and develop. 

As such, in addition to making sure that customers are at the absolute centre of all that we do, one of the key areas for me is colleague development. I’m very happy to see that we have several ‘rising stars’ at Keyline, all progressing well as a result of our colleague development programme and I will be working with the team to ensure that we are providing the best possible opportunities for them - and our colleagues at all levels of the business.
Another area that I am looking forward to seeing come to fruition is our improved delivery service - as it truly has our customers needs at the very centre of it. (You can read the full details in our news story here.) This streamlined service will provide our customers with a more efficient delivery experience. They will now be given a two-hour delivery slot on the day of delivery, live tracking and electronic proof of delivery – saving them time and reducing admin. The enhanced service will also enable improvements in our internal processes, as well as equipping our drivers with new devices that will help them to make deliveries more efficiently.

By upgrading our operations in this way, we will be able to offer a safer and more reliable service to our customers. But for me, 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.

I’m particularly excited to now be working as the Managing Director here at Keyline Civils Specialist and continuing to build upon the strong foundations that are already in place. Keyline is a specialist business with a fantastic workforce driving it and I’m looking forward to embracing the opportunities that lie ahead of us to grow and develop the business - while supporting our colleagues to continue to focus on building effective relationships and offering a truly excellent service to our customers. As it is only by placing the customer at the centre of all that we do, that we will maintain our position as the UK’s most trusted civils supplier.

If you have any comments or suggestions on how we can improve our customer service, we want to hear them. Please contact us by emailing us at customerservice@keyline.co.uk.

This article was first published by Dean Pinner on LinkedIn on 11.01.2021
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