Customer Service Update

Jenni RoseLatest News Leave a Comment

As our regulars will know, our 3-way ethos at SEP is Quality, Responsiveness and Flexibility.

We know it sounds simple in theory, but we put it into practice every day and we believe customers appreciate our approach, such as responding to simple enquiries and quotations within minutes. If you’re asking a simple question, then we’re pretty sure that you don’t want to wait until tomorrow for an answer! Some recent examples are…

“Hi SEP, that’s fantastic thanks! I will chase the client PO now.” – from a key customer keen to secure quick delivery of our special design for a semi-automatic valve for the Helipad at Manchester Royal Infirmary.

“Fab thanks SEP, top service, loving these lead times!” – customer ordering a pump initiation board with special configuration on behalf of a Formula 1 racing team.

“Thanks a million, that’s great! Appreciated!” – from a customer given a free carriage upgrade following their own flexibility in relation to an urgent order.

“That’s perfect, thank you!” – our response: “That’s just what we do!” – following a ZONE GUARDIAN order required for delivery next morning.

All that said, we have to admit that we are being affected in some areas by the much-publicised global issues regarding construction material delays, price increases and in some cases outright shortage. In some cases we are being hit with our third component price increase of this year – although at this stage we are not planning to increase our own prices. We are ordering all of our materials well ahead of our forecast requirements, where possible building up our stocks to an almost ludicrous degree. However, despite all of our efforts, there are one or two areas which could become challenging in coming months. This is all on top of ongoing country-wide carrier issues, where the industry has tens of thousands of vacancies.

Why do we tell you this when it isn’t really news to anyone following the business press? All we would ask is that, where possible, please don’t leave your needs to the last minute! If you have a large call-off order with us, then please let us have a schedule – even a rough one – as soon as possible. Ordering in advance is preferable because we can plan not only manufacturing labour but also materials. Delivery in advance allows us to try and overcome any foibles with carriers. If you’re unsure then please ask.

We hate letting anyone down, and you can be assured that with your help we’ll fight hard to avoid it!

Email us to see how we can help.

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