We’ve had a lot of plaudits for our customer service in recent weeks, which is very pleasing as we make a special effort to treat our customers as individuals, not numbers on a spreadsheet.
If you phone us, 9 times out of 10 you’ll get straight through to either Vera or Jo, who run our customer care team. And if you have to leave a message on our voice mail, we promise get back to you within 24 hours (during business hours), although typically you’ll hear back from us a lot sooner than that!
Here a couple of messages we had from happy customers:
“Just to say thank you very much for your assistance today. I contacted several businesses advertising this product and you were the only ones who were able to or indeed even bothered to try and help. Looking forward to receiving the gazebo tomorrow!”
Claire Gibson
“I am very grateful for the no-hassle customer service I have received. It is good to know that a few companies, such as yours, still treat their customers as individuals and are willing to show the true meaning of customer service.”
Diana Bhairam
New Customer Service Improvements
Not content to rest on our laurels, we’ve further enhanced our customer service today, with changes to the boring pages:
We’ve completely rewritten our Terms and Conditions and our Privacy Policy – with explanations (translations!) in plain English! We’re hoping that this will make navigating the legalese of traditional T&C’s a less frustrating experience for our customers. (This change was inspired by 500px.com, who recently rewrote their T&C’s in a similar fashion).
We’ve also re-thought our delivery information. It’s now set up a series of FAQ’s, which – again – should make it easier for our customers to understand our processes, and what to do if – heaven forbid – things go wrong. And we are introducing specific delivery information on all our product pages. If you live in a more remote part of the UK, or you live offshore, some of our products may not be available – or we may have to charge for delivery. We are aiming to make this information clear before you make a purchase, so there are no surprises during or after checkout.
Please have a look – and if you have any suggestions for improving things further, please let us know.
In the pipeline
We have yet more customer service enhancements in the pipeline. We will shortly be introducing help desk technology, which will enable us to improve our communication, minimise the chances of things going wrong, and deal with any problems more effectively, when they occur.
Gardener Jack
