Our Commitment To Service
We are pleased to introduce you to our new customer service team.
The new team are our product experts and can help you with any questions you may have regarding your new Vernon Tutbury product. We take great pride in understanding our customers’ needs and believe good customer service is integral to building effective, lasting business relationships. We are committed to developing our customer services further and providing confidence and assurance to our customers.
Sales/placing orders
Our Vernon Tutbury sales team is based at our Bradford site and made up of xx members. The team will progress and manage your order book account. Simply place your order by EDI, Fax or Email only. We cannot accept telephone orders. There is also a team of Area Managers, who are out in regions nationwide looking after our customer relationship networks and visiting prospective clients. Our terms of trading are flexible and may be negotiated with the Area Sales Manager near you. Please telephone our sales office for more details.
Returns
We hope you enjoy your new Vernon Tutbury product, however if for any reason, you are dissatisfied with your purchase, please contact your Area Sales Manager to discuss. Our customer services policy states that no items are returnable however, a credit agreement may be reached if necessary.
Stock management
Your orders are processed and picked manually, where they are checked at least twice before delivery within the agreed lead time. We will always do our best to ensure that your orders are completed and delivered on time. Our extensive warehouse is managed efficiently using the latest stock management software, which allocates product locations and identifies the latest stock stance. We currently hold stock of over 5,500 product lines.
Our service levels are monitored on a number of Key Performance Indicators such as:
- Pick rate per hour
- Number of orders delivered per day
- Stock allocation performance per day
- Order fulfilment rate
This service delivery criterion enables Vernon Tutbury to track deliveries and performance so that delivery issues are minimal. We always listen to our customers and deliver the items they require as quickly as possible.
After sales
Our after sales team is made up of xx members, who are available to take your call, should you have any problems with a delivery or order. We also have a spare parts team who will help you acquire any replacement or additional fittings where necessary. A charge for the dispatch of spare parts maybe applicable.
We also have a team of engineers who may visit your customers should they experience any difficulty with their new product after it has been installed. You should inform your customers that a call out charge may be applicable. We do not offer an installation service.
Communication
It is part of our ongoing strategy to improve communications and develop greater efficiency in our customer relationships. We are investing significantly in Customer Relationship Management including the use of new integrated software across the business. This will allow us to focus on managing our customer accounts and networks with added clarity and more control. You will benefit from improved account management, faster responses and cross functional results. Keeping customers at the heart of everything we do is a key strategy for Vernon Tutbury.
In addition to customer communication initiatives, we continue to build our knowledge of local opportunities. Our new mapping software investment allows our merchant customers to benefit from enhanced local knowledge, grounding and reinforcing their branch decisions.
Your key contact is your Area Sales Manager, who is happy to meet with you to discuss any project or proposition.
Development
We know that ongoing development is integral to good customer service, which is why we constantly seek ways to improve. We invest regularly in customer research to understand more about what our customers think of Vernon Tutbury. We also conduct regular customer satisfaction surveys so that we may measure our customer service efforts ongoing. If you have any comments or wish to offer some feedback regarding our customer service, please contact us.