Essex-based electrical retailer RGB has teamed up with specialist two-man delivery company Panther to provide its customers with a responsive delivery service.
RGB has a 10,000 square foot showroom in Ilford, Essex and a “thriving” online business, and boasts the BBC, ITV, QVC, Alliance & Leicester, Delmonte Group and West Ham Football Club among its customers.
The retailer attributes much of its success in a competitive market to recognising that excellent customer service is key.
Panther boasts an “extremely” low rate of returns for goods damaged in transit, which RGB said it had been impressed with, as well as its communication with end users.
Customers receive a message the day before delivery, another advising of a two-hour delivery window and a phone call from the delivery crew when leaving a previous job to advise they are on their way.
Panther also collects damaged or unwanted goods at the same time as a replacement item is delivered, minimising disruption and inconvenience for the purchasers.
RGB director Dennis Digwa said: “A lot of businesses don’t appreciate the impact a damaged item has on the customer – it can lose them a customer forever. Poor delivery reflects badly on the business, not just the carrier.
“Many customers, if they have a bad delivery experience, simply won’t come back, so it is extremely important to select a carrier you can trust, one which places the same emphasis on customer satisfaction as you do.
“Panther is a true extension of our customer service – its drivers act as our ambassadors and we are delighted with the service they are providing. We are receiving excellent customer feedback.
“In order to stay ahead of the game in this sector you have to be professional and treat every customer as if they are going to come back. The only reason why customers come back is outstanding service.”
The delivery company has recently launched its one-man assisted service, 10pm cut-off times for delivery next day, and seven-day-a-week delivery. It also offers a ‘nominated day’ delivery service.
Mr Digwa added: “It’s all about managing customers’ expectations – if a service is efficient and the customer is kept informed, then they are much more tolerant on the rare occasions when anything does go wrong.
“Panther keeps up excellent lines of communications with our customers – it really puts the end customer at the heart of its service.”