Think you know great service?

James Latham recognises the importance of delivering unparalleled service throughout the entire customer journey, from initial enquiry to final product delivery.

However, whilst it’s one thing to claim exceptional service, it’s far harder to prove; that’s why it wants its customers to confirm it themselves.

So, it reached out to nearly 18,000 of them with a survey and it seems a huge majority thinks it does, with over 80% of respondents scoring it 8/10 or above for service, and a third of them giving it a full 10/10 marks.

Alex Harms of Chambers Timber, says: “James Latham always delivers outstanding customer service, deliveries are always on time and arrive when they say they will, extensive product range and excellent product knowledge from all the sales team, who always go above and beyond to help where possible.”

Looking deeper, the elements that set James Latham apart from its competitors is its extensive range of timber, panels and decorative materials on the market, as well as the two other magic ingredients: its people and its supply chain.

The “people” element is central to exceptional customer experiences

A team of skilled materials and logistics professionals embodies this ethos. Whether assisting long-standing clients or supporting new customers with product knowledge and decision-making, its team consistently goes above and beyond to provide exceptional service.

Its customers consistently highlight the high level of trust they place in it, a trust that stems from its robust and reliable supply chain.

With over 75,000m3 of stock and a strategically positioned network of 13 depots in the UK and Ireland, its facilities ensure timely responses to demand, guaranteeing nationwide daily deliveries and swift turnaround for short-lead requests.

The positive feedback it receives is a result of this winning combination, but we are not complacent. With over 265 years in the industry, it continues to invest in product knowledge, logistics, and support services to meet the diverse and evolving needs of its customers.

This is further evidenced by its new ‘Lignum Charter,’ a 24-point commitment embedded in all its depots to ensure consistent customer satisfaction.

From next-day deliveries where required to rapid response times for inquiries, extended operating hours, and dedicated product champions, our charter is designed to provide increased accuracy, best-in-class logistics, and unwavering customer satisfaction.

In these uncertain times, experiencing exceptional service is crucial, and it invites you to explore how it goes above and beyond to meet its customer’s expectations.

Ultimately, it’s all very well thinking you know what great customer service is, yet during these uncertain times it’s important to actually experience it.

Is your distributor living up to your expectations? James Latham invites you to see what you are missing out on. www.lathamtimber.co.uk/greatservice

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