At Cowal Building & Plumbing Supplies, the past year has been guided by the mantra "Make It Happen," a philosophy that drives customer service and ensures an exceptional experience for all customers, regardless of size or needs. This approach led to new initiatives aimed at simplifying and personalising the experience for both small-scale tradesmen and large housebuilders.
Key Initiatives included:
• Tailored Service Agreements: Personalised agreements for larger customers, ensuring individualised attention.
• Feedback Loop System: A rigorous system to adapt services according to customer feedback.
• Digital Presence: A strong online presence, offering 24/7 access and convenient site deliveries.
• Empowering the whole team: every member of staff is a brand ambassador, reflecting the company's ethos.
• Community Engagement: Emphasising each branch's role within its community, even in challenging logistical environments.
The success of these initiatives has deepened customer relationships, with equal treatment having profound impacts. Examples include fostering trust through assured availability, where the company ensures shelves are always stocked, and strengthening bonds within communities, with branches actively engaging with their local areas. Customers have praised Cowal for its efficient, friendly service and competitive prices, with staff often being lauded for their helpful attitude.
Cowal's commitment to transcending conventional merchant roles focuses on community, a commitment, and the promise to make the customer experience happen every time. The overall mission encapsulates consistency, dedication, and top-notch service, that make Cowal such an integral part of the communities they serve.