Our customer service promise

PlaceMakers stands behind its guarantees, by fronting up with raw results

It’s important to know that your supplier has the products you need to get the job done. That’s why PlaceMakers customer service promise includes a dependable product guarantee – to always have 250 core trade items in stock.

This is one of seven promises that the country’s leading trade supplier is making to its customers, to ensure that “no one is easier to do business with than PlaceMakers”.

“In response to extensive research into our customers’ wants and needs, we’ve developed a customer service proposition that reflects the feedback we received,” says general manager operations and marketing Gary Woodhouse.

“This is reflected in the 250 core trade items selected: they’re not items we’ve chosen, they’re those deemed most essential by our customers and store operators.”

PlaceMakers has made a number of business improvements to enable the company to deliver these promises,
and Gary is confident customers will see a real difference.

“To ensure we’re exceeding customer expectations, we actively measure how each of the branches performs against our Customer Service Promise,” says Gary.

Customers told us that knowing key items will be readily available, at all times, is extremely important for them to be able to get on with the job. This feedback prompted PlaceMakers to ensure the 250 core trade items are always in stock.

“If, for some reason, any of these items are out of stock, the branch will do everything it can to find an alternative product and deliver it to site,” says Gary.

To demonstrate the importance placed on meeting these expectations, PlaceMakers is publishing regionalised performance results in Under Construction.

“We know we haven’t always got this right but we believe that this demonstrates our commitment to continuously improving,” says Gary. “We want our customers to know that their business is valued, and we understand the pain points that can happen if we don’t perform.

We are commitmed to customer leading service and our focus to always be in stock of the  top 250 core trade items is another example of that commitment.