Improving Customer Service with Your Feedback

September 21, 2017

Offering great customer service is incredibly important to us. We know it is to you too. The 2017 Landscape Show took place this week, and we grabbed the opportunity to emphasise the improvements we've recently made to make your London Stone experience even better.

Customer service improvements

Good customer service relies on understanding our customers. So, earlier this year, we asked for your feedback. These are the changes made, to make sure you know how much we value you. * Our Sales and Estimating Team has increased in man (and woman) power. Last month we answered 82% of phone calls, in person, within a minute. * Our new 11-tonne lorry with HIAB is now in service, making it easier to deliver to busy urban streets. * We've reviewed our stocking systems. Bulk stock for the 2018 season will be available two months earlier than in 2016. * The South-East London Showroom is also undergoing a full refurbishment, while the Trade Counter at Langley is already fully refurbished. * We have installed two new Four-Axis CNC machines at our Bespoke Stone Centre to increase production capacity and productivity

New products and materials

Part of our service is also to bring you some of the most useful innovations on the market. Last year, we launched DesignClad. a robust porcelain cladding for indoors and out. This year, we're introducing DesignBoard, a truly contemporary take on composite decking.

DesignBoard composite decking introduced

DesignBoard is ideal for designs that blend decking with contemporary paving, as it combines very consistent base colours with a grooved and brushed surface that brings just enough texture and tonal variation to provide interest and a natural look that you just don't find elsewhere in this style of composite decking. Combine this with its slip-resistant, virtually no-maintenance advantages it's proving a winner. The Landscape Show is always a good place to find out if our hunches are right and Anthony Macson, our Creative Marketing Manager, summed up the response. “DesignBoard's had a really good reaction from designers and landscapers. Even I've been surprised by how positively it's been received.” There have been some kind words on Twitter too. Craig McGibbon, of Craig McGibbon Garden Design tweeted: “have to say the boards seem to be the most attractive looking on the market!”

Thank you to everyone who took the time to visit us. It was great to meet so many newcomers to our stand this year, and to catch up with the many people we know. And please continue to give us feedback! We know you value a company that really looks after you—and that's exactly what we aim to do. Post updated: October 2024

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