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I'll give you all I've got to give........

24/03/2021
………………………If you say you love me too!

Ever tried to analyse what great customer service is? To give your staff a definition in a couple of sentences that is easy to understand, easy to execute and delivers every time?

I think every company strives to deliver ‘Great Customer Service’. It’s almost the go to phrase for most companies on their literature, web sites and social media. After all, surely all customers want a great service. I’m yet to see anyone advertise bad service. But what is this mythical thing we all strive to deliver?

If you were to take a poll, customer service has a lot of definitions. Some mix it up with Customer Services’ – a department in a store. Others would say providing best price or next day delivery. Is ‘The Customer Is Always Right’ the lynch pin?

I believe most people don’t really know what great service is until they have received a bad service from a company. Great service doesn’t need to make you feel all warm and gushy inside. It doesn’t mean for every delivery you must reach for the feedback section of a website. That instinctive feeling of always returning to a supplier for your goods is probably an indication of the level of service you are receiving. The service might be different from all of your suppliers, yet you return to them without question. Why?

At Norseal we work hard on our values and company culture. The way departments interact with each other. The environment the teamwork in and the no bullshit but honest approach we have with each other help us extend that to our customers. It is impossible to get everything right but how you handle the fallout from a bad situation goes a hell of long way to demonstrate to your customers you care.

This also has to be a two-way street. If you demand great service from your suppliers, you have to be prepared to provide constructive feedback and explain your requirements. Losing a customer on price is easy to understand but losing a customer because they didn’t like your service and they didn’t bring that to your attention if a lot more difficult. How can any of us put something right if we don’t know it’s wrong. No matter how many times you check your processes and procedures you cannot get into the mind of an unhappy customer without dialogue.

I recently spoke to a past customer who told me we used to provide great customer service. Naturally, I was going to fix this. How could I not? My mantra has been customer service since as long as I can remember. This customer was coming back to Norseal no problem! So I listened to him tell us of all the great things we used to do and how that all changed. I started to feel a little suspicious when he told me one of the things we did wrong was have the audacity to put up his prices. Now this emotive little subject to some is the deal breaker.

It transpires that was the bad service we provided. He and his company were insistent that each year they requested a larger saving as the spend grew. With the impossible demands they insisted we provide, no matter how great your company culture, big smiles and cheery conversation is it does not put bread on the table.

Now we find ourselves one whole year from the start of the largest life changing experience we have all faced. Our sales guys have been out polishing their cars in the hope one day to visit all of our beautiful customers again. If you want to speak to them to discuss your personal needs, to tell us where we might be going wrong and where we can change please let us know. We cannot do this by ourselves and I promise you if you engage with us we will deliver on what is important to you.

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Tom is very active, going to the gym five times a week. He is a footballer, BMX and mountain biker and a keen traveller, having covered 4 out of the 7 continents. If he was to join a boy band it would be the Jackson 5! 

Tom Griffiths

Sales Admin

Ben would rather live in a theme a park than a zoo. He loves to play basketball and has a real passion for music.

Ben Spoors

Sales Admin

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Neil is an FA qualified coach and volunteer of grass roots football. As a self-declared mountain climbing and camping legend, he would rather have a third arm than third eye!

Neil Smeatom

Operations Manager

Kelly is an animal lover and would rather skip than run for the rest of her life. You won’t find her skipping around shops though as she hates shopping!

Kelly Houston

System Development

Matt is a self-proclaimed BBQ King, who has perfected sticky ribs! He doesn’t believe in ghosts but can eat 45 Yorkshire puddings in 3 minutes!

Matthew Burns

Warehouse Manager

Amy has played in the Women’s FA cup for Weymouth FC and if there was a movie about her life she would be played by Rebel Wilson, as she is that one friend who is always dared to try something first! Watch out though because correct use of font and image size is everything to her!

Amy Green

Graphic and Marketing Officer

Wayne is mad about his dogs, they rule his life! He has a hobby of laser engraving which keeps in him busy in his spare time, but he if was to flee the country you would find him in Mexico!

Wayne Robson

Business Development Fire Stopping 

Rebecca likes nothing better than sitting in the sun with a Piña Colada; where she would rather feel like a potato than look like one. She also loves days out with her family and going on spontaneous last minute adventures.

Rebecca Wilson

Sales Admin

Simon, loves motorcycles with his favourite being his Kawazaki Z900RS. He has completed many charity events such as chilli pepper eating and a 24-hour roller-coaster ride, but his most useless talent is the ability to stick 24 cocktail sticks in his head!

Simon Sutton

Head of Sales

Andrea loves dogs and her favourite animal sound is her Labrador snoring! She is also a self-declared wine’o’holic!

Andrea Wilson

Purchasing Manager

Alan is a fan of brown sauce and an even bigger fan of Newcastle United! In his spare time his favourite hobby is cycling.

Alan Spark

Warehouse

Ivan spends his spare time lost in a book, he enjoys sci-fi and crime novels. His favourite part of the human face are the eyes because they tell a lot about a person and how they feel. Unlucky for some, but Ivan finds being born on Friday 13th a lucky charm. 

Ivan Lanha

Warehouse

If Michael had to choose an animal sidekick it would be a wolf! He has a passion for education within our industry and he also has a love for live music.

Michael Spoors

Managing Director

If Heidi had to, she wouldn’t mind losing her nose, as she hates strange smells! Despite any smells she loves spending time at the beach, and she makes a mean lasagne.

Heidi Harrison

Service Manager

Sophie has a love for interiors and styling. A proper foodie, she loves going out to a good place to eat and given the choice she would rather have mouse ears than a giraffe’s neck!

Sophie Westlake

Business Development Norsound

Lilly plans to travel and live all over the world; sampling the world’s menu as she is a massive food critic. If she could be a fruit, Lilly would be a kiwi. 

Lilly Spoors

Business Admin

Ryan enjoys listening to rap music as well as going archaeology magnet fishing! If he ever bumped into Donald Trump he would say “It came from CHINA!”

Ryan Gillon

Warehouse

Lily believes it would take 197 chickens to kill an elephant! She enjoys reading classic novels and use to row!

Lily Harrison

Internal Sales

Tony loves to travel the world with only a few places left to complete his bucket list. If he could replace a lead singer in a band it would be Martin Fry from ABC. Tony loves the Toon Army and is famous for drinking black sambuca! 

Tony Henderson

Warehouse

Gary would rather wake up with animal arms than an animal’s bum; this may help him on adventures, as he has been in both an ice cave and a lava cave! He also owns over 3000 vinyls.

Gary Power

Warehouse

Anneka has three fish called Steve, Boris and Fart-face! She once knocked herself out playing hockey by running into the goal post, but she makes a better lasagne than Heidi!

Anneka Anderson

Finance Admin

Tony loves going to heavy rock gigs and festivals. His favourite cowboy is Clint Eastwood, but more than anything he loves to spend time with his 3 grandchildren.

Tony Stewart

Warehouse

Lea loves going to the gym! He also loves socialising with friends with some good food and drink; if he opened his own bar he would call it ‘The Four Horses’ because by spending too much time there the wife will nag, nag, nag, nag!

Lea Cameron

Warehouse

Rays favourite superhero is Super Gran! He loves travelling to America but his true love is rugby.

Ray Spoors

Credit Controller

Visiting new places around the North East is one of Bailey’s favourite things to do, as well as learning morse code. If he could choose he would rather ride to work on a crocodile than a giraffe. 

Bailey Richardson

Sales Admin