With so much competition on price in the merchant industry, one company has looked at other areas where they can add value for the customer. Kellaway Building Supplies is proud of the unique relationship it has with its customers ahead of national chains, and is working hard to ensure that this remains so by launching a new product training centre for staff.
Making Customer Service a priority in their business strategy has paid dividends for customer retention, and the company is hoping its latest initiative will keep the momentum going. The product training centre will ensure staff get hands on knowledge of building products, materials and processes, and will give them the ability to pass it on to customers, achieving even greater service levels.
Kellaway has been working closely with some key suppliers in the industry such as LaFarge Plasterboard, Hunter Plastics, Bradstone, Fakro Windows and Marley Eternit, to provide a training centre which includes a practical product demonstration area, a purpose built typical construction and roof section, ceiling, flooring and drylining solutions in addition to a mock trade counter and shelving area where merchandising skills are taught.
Mike Burgess, Kellaway Building Supplies’ Team Trainer says “It’s been fantastic working on this project. With cross section mock ups, our team can really get in and see how products all work together in construction, keeping abreast of the latest building regulations, which are ever changing. The supplier involvement and support has been extremely valuable and we now have a firm base for all our suppliers to be able to come to us and demonstrate their latest products so that our own team can assimilate and discuss confidently with the customer.”
The company hopes that the training centre will increase product knowledge and in turn make the shopping experience for trade and DIY an even more positive experience. “We realise time is money to builders, and if we can advise of a new product which we think will save them time and improve their productivity, then that’s where the product training area is key. Our team can not only see the products, but feel them, take them apart and be self assured when discussing them.” Adds Mike.
2007 has been a great year for the company, achieving record figures and ranked as the fastest growing builders merchant in the west (according to KPMG/Western Daily Press Fastrak report). Kellaway also celebrated its 25th anniversary, and was runner up for “Best Customer Service by a Builder’s Merchant” at the Builder’s Merchants Awards for Excellence 2007, an award which the company also won in 2006.
