Built around the five main customer touch points, including new and used equipment sales, workshop services, field support and parts’ supply, ‘Our Promise’, unveiled at this week’s Hillhead 2016 quarry exhibition near Buxton, England, will make a series of key commitments as part of Finning’s focus on delivering a consistent, positive customer experience.
A number of these commitments are said to be unique and not available from other suppliers, with some backed by financial compensation if Finning is unable to meet its agreed service levels. These include next day delivery on stocked parts 100% of the time in mainland UK, else customers will receive a 5% credit to their account, as well as free delivery on orders worth over £50 and weighing under 20kg. Finning is also offering a guaranteed fixed price or the difference back for workshop service and maintenance repairs. Any additional work will be pre-authorised or Finning will also stand the difference.
Other promises include fast-lane delivery within seven days of order placement on the most popular lines (of both new machines and used equipment) and the promise of a firm delivery date within 48 hours of receipt of machine.
Commenting on the launch of Our Promise, Finning managing director Kevin Parkes said: “Our vision is to become a true partner, delivering a positive experience that will help to improve our customers’ productivity, performance and profitability. So when we looked at developing our new customer charter, we first undertook specific research to identify their needs. What was very clear is that the industry is increasingly focused on consistency, transparency and better communication. We then focused on how we could improve in order to respond to this customer feedback.
“Our Promise is the first part of this on-going commitment to service excellence, meaning each customer will see a more transparent and consistent Finning, no matter what the size or location of its business. Whether a customer is ordering a new or used machine, needing service support from our workshop or field engineers, or simply requires a replacement part delivered quickly to the right location, the service we provide will be bound by the promises we make.
“Equally, if a promise is not fulfilled, a customer will be able to hold us to account, as we are backing select promises from both a service and financial perspective. We believe this level of service and dedication is essential if the industry is to grow and develop relationships with confidence. Launching at Hillhead is also our opportunity to make a service excellence statement at the largest industry event of the year to our customers and competitors.”
