We get close to our customers, listening to what they need and then creating innovative, often highly personalised services, to match.
Bob Smith, Wolseley UK, providing customer service for 60 years
Few people would place plumbers close to the top of a list of those who use the web in their daily lives. Yet a recent e-business initiative at Tobler in Switzerland is proving the very opposite. The Tobler website experiences an average of over 1,600 hits each day and more than 15,000 unique visitors per month.
All 50,000 plus Tobler products are available online. If customers place an order by 6pm, products are delivered first thing the following morning, either to the plumber's business or to the job site.
In the UK and the USA, we've structured our branches to put a real emphasis on a particular sector, customer or product range. This single point focus on a specific customer group - such as plumbers, electricians, roofers and so on - delivers a truly personal, knowledgeable service. Customers know what to expect and they know that our people will give them the personal service they need to get on with their jobs.
Our customers' experiences are based on their interaction with our people. We invest in a wide range of programmes that help ensure that when customers meet any of our people, they do so with somebody who speaks their language - literally as well as professionally - knows their business, understands their pressures and can meet their needs.
