As a business we have a dual focus; we prioritise both manufacturing and service and without a strong service culture our manufacturing would not survive. Our approach is based on a deep understanding of our customers’ need for quality products, delivered punctually, at reasonable prices and with minimal impact on the environment.
Our products are created by the most talented designers in the country. Our British ceramic tiles consist of world class raw materials and are manufactured using the most modern and efficient manufacturing facilities.
Chris Stretton, Sales Director, explains why our unique approach is so beneficial to our customers.
The beauty of our product for British consumers and retailers is that it is created on British soil and they can therefore avoid the complications and expense that come with importing goods. Our focus on customer service also contributes to our long list of satisfied customers, which include specialist tile retailers throughout the UK as well as construction companies and contractors.
As a business we understand that the needs of customers serving both retail and trade sectors vary. We also therefore recognise the importance of flexibility in meeting these needs. Because we offer such a responsive service we can help you cut costs where you need to, adding quality without adding extra cost, and assisting with problems that may arise when you have been let down by another company.
Matthew Gazzard, Commercial Director, details how our warehousing and logistics operation works.
As we manufacture our tiles in Britain we are also able to reduce the energy that goes into moving our products from one place to another. This helps us reduce our impact on the environment and furthermore enables us to keep our prices low.
Producing and selling high quality, excellent value ceramic tiles is at the heart of our business but we never forget the importance of our customers and their need for excellent service.
It is vital that we are able to understand the commercial objectives of our clients and the challenges they face in today’s market. So not only do our tiles have to be aesthetically pleasing, they have to be technically suitable for the environment in which they are to be used. It’s for this reason that we have a dedicated contact centre based at our factory in Devon so we can communicate with clients regularly and ensure they are getting what they want from our product.
Being dedicated and onsite means that our entire sales and customer service organisation is kept up-to-date with all our product developments, and are trained to understand the different needs of our retail, contract, construction and house builder clients.
Our sales and service centre operation is divided into three distinct teams – Sales, Operations Support and Customer Services. All our team members are trained, experienced and dedicated to ensuring complete customer satisfaction.
Find out how our Supply Systems Department maintain our high standards and how this benefits our customers.
Members of the Sales team work with individual accounts making sure they are kept up to date with our latest ranges and offers. A sales consultant will organise for clients to receive samples, literature, merchandising and point of sale materials. The Operations Support team look after the smooth processing of all orders and any related queries. Finally, our Customer Services team work hard to resolve any issues that arise on the rare occasions when there are delivery discrepancies.