Marketing to Main Contractors Customer Service A Winning Strategy Jim Beecham Commercial Manager, Tarmac Ltd

Marketing to Main Contractors Customer Service What is customer service? The Tarmac approach What do Tarmac expect from the supply chain?

Marketing to Main Contractors 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) The provision of service to customers before, during and after a purchase. (Wikipedia)

Marketing to Main Contractors 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 x more to attract new customers.

Marketing to Main Contractors 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 a complaint is resolved to their satisfaction. (Source: Internet Research)

Marketing to Main Contractors What can you do? Understand your Customer and their needs. Be a good listener. Identify and anticipate customer needs. Have a ‘Can Do’ attitude and approach.

Marketing to Main Contractors What can you do? When something goes wrong – apologise and sort the problem to your customers satisfaction. Be honest. Communicate well. Use your USPs (unique selling points) to add extra value to your client.

Marketing to Main Contractors The Tarmac Approach Our approach is simple…… –to provide a service or product in the way that it has been promised. (Do not promise what you can not deliver) –to treat a customer as you would like to be treated yourself. (Customer first) –to have a proactive attitude that can be summed up as: I care and I can do

Marketing to Main Contractors The Tarmac Approach –To gain feedback on our service and look to continually improve the service. –To realise that sometimes things do go wrong and be honest when this happens –To create relationships of honesty, openness and trust

Marketing to Main Contractors The Tarmac Approach –To understand what matters to our customer. –Treat each customer as an individual

Marketing to Main Contractors What do we look for? We have a number of disciplines that are integral to the successful running of our business: –Estimators –Buyers –Contracts / Site Managers –Surveyors –Aftercare

Marketing to Main Contractors Our Estimators look for: Timely receipt of quotes Consistent pricing Accuracy in quantities Pricing all aspects of the works Advice on alternative solutions where appropriate Help in giving us a competitive edge

Marketing to Main Contractors Our Buyers look for: Long term value Commitment to delivery when order received Those that go the ‘extra mil’ Comprehensive knowledge A ‘Will Do’ attitude No ‘ hidden add-ons’

Marketing to Main Contractors Our Contracts / Site Managers look for: Excellent Health & Safety Understanding of risk and method statements Consistent, trained and qualified workforce Consistent quality Proper use of PPE Knowledge of the project when turning up on site

Marketing to Main Contractors Our Contracts / Site Managers look for: Punctuality – turn up on site when you say you are going to Willingness to work alongside other trades Prompt response to call outs A ‘Can Do’ attitude Solutions rather than problems

Marketing to Main Contractors Our Contracts / Site Managers look for: Proactive attitude A non adversarial approach Timely and complete O&M manuals Responsible resourcing Input into programming

Marketing to Main Contractors Our Surveyors look for: Timely response to pricing extras Solutions not problems Early warning notices on cost / programme issues Collaborative approach Good record keeping

Marketing to Main Contractors For Aftercare we look for: Prompt response for call outs Timely rectification of defects An understanding and friendly approach Those that go the ‘extra mile’ A ‘Will Do’ attitude

Marketing to Main Contractors In Summary: Customer service is all about: –Perceptions. –Comparison with Competitors. But remember… –Relationships and reputations take time to build but can be lost overnight.

Marketing to Main Contractors Any Questions