Ensuring our customers receive the highest level of customer service is incredibly important to us here at Watts Urethane and it’s always at the core of what we do. Find out more about how we help and support our customers from concept through to delivery of their products in our latest film.
Transcript:
Customer service is really important to us. Supporting our customers with their products is key to growing our business. We’re always looking to continually improve, whether it be our on-time delivery, and that’s just getting the product to our customers at the time they require it, or our quality. So we’ve got a number of customers with very specific quality requirements around their products and we work with our customers on those things to get that right. one of the things that’s really useful is that some of our team have been with the business for a long time and when a customer contacts us, they are speaking to the same people they may have been speaking to 10 or 15 years ago and that’s great for continuity of product and service to that customer. We’re all about growing what we do with our customers and we want to see our customers grow and we grow together. We’re all about supporting our customers any which way we can so we can achieve that together.
We like to pride ourselves on our customer service and we feel that it’s one of the key aspects of working with our customers. Especially when we’re working on a bespoke solution for a customer, quite often a customer will come to us with a problem they’ve been experiencing, maybe they don’t even know what the cause of that problem is and they need us to provide a solution to that. Typically that starts with a series of discussions about what their experiencing, site visits to get to the root cause of the problem and see where we can assist. One example that really stands out to me is that we were asked by one customer to provide these very large polyurethane castings that would go onto a road surface. Highly engineered components, that are currently manufactured in a rubber compound and we were asked to come and solve some problems that they had which was longevity of the parts in the environment that they were in but also skid resistance. The plates that they had weren’t deemed grippy enough for heavy load vehicles going over the top of them at high speed, high wind and wet applications.
We went on a journey with this customer investigating various solutions, it took around about 6 months to develop a solution and different testing standards kept getting presented to us in what we had to achieve. I’m glad to say at the end of that period we produced a product that passed all of the criteria that they put before us and these products are still in service today. They’re outlasting the rubber alternatives that were there, and they are overcoming the skid resistance problems that we’ve had and now we’ve got a very happy customer who looks on us as a supplier of, not just the parts but other solutions going forward.