April/May 2021

Customer Service
HARDWARE & ACCESSORIES
'THE BEST HARDWARE CHOICE'
With plenty of hardware providers out there, it’s never been more difficult, or important, for
fabricators to choose the right one to support their business says Sam Nuckey, managing
director of hardware specialist Window Ware...
There was a time when offering good products
at decent prices was enough to set a
company apart from the competition, but not
anymore. These days, customers are much more
discerning. They want the ‘full’ package. That
means their supplier must deliver not just on the
products and price, but on service, reliability,
quality and flexibility too.
At Window Ware, our ‘every customer counts’
approach keeps us totally trained on the needs
of the market and ensures we’re a front runner in
the race to be the hardware provider of choice.
In safe hands
Despite a hugely challenging 12 months for the
industry, we’ve worked hard to keep the hardware
coming for our customers so they’re able to get
finished product out the door. In fact, we’ve just
recorded our highest line OTIF since lockdown 1.0
of 94.7% – exactly the kind of dependability of
supply fabricators and installers need during the
current home improvement boom!
Our valued brand partners and ace purchasing and
warehouse teams have beaten the odds to meet
and fulfil the influx of new orders promptly, as well
as progressively clear backorders fast as stock
becomes available in the supply chain. In some
instances, our goods-in/goods out turnaround was
so fast that critical stock was arriving and leaving
the warehouse within just a few hours.
We also strive to provide the best possible level
of service for our customers, with our average
call pick-up times now just four seconds and
customer satisfaction at an all-time high
“We pride ourselves
on knowing the
individual needs of
each customer”
demonstrated by a happiness factor in February
of 96.6%.
We’ve made sure that our personal, customerfocussed
approach begins from the moment
a new account is set-up, thanks to a new
and improved welcome process that helps
new customers quickly get acquainted and
comfortable with our products and services,
as well as providing consistent contact, even
during our busiest times, whilst maintaining the
renowned service that our existing customers
expect and are used to.
We pride ourselves on knowing and
understanding the individual needs of each
customer, and by maintaining a close relationship
with them we can make sure we’re always on the
same wavelength and meeting their needs time
and time again.
Continuous investment
As a multi-brand distributor, we can offer
fabricators an extensive choice of specialist
products from industry-leading brands all brought
together conveniently in one place.
Our strong relationships with most of the
leading hardware brands means we
can secure essential bulk stock
for our customers even in
the face of global supply
disruptions. What’s more,
because we don’t have all
our supply chain eggs
in one basket, we
often have multiple
hardware solutions
capable of meeting
specifications if
orders can’t wait.
We are continuing to
invest in our stock. In
“We can offer fabricators
an extensive choice of
products in one place”
fact, this month, we’ll have over £3million worth
of products on the shelf and ready to ship. It’s
important that we are at the front of the queue for
our customers. For that, we have needed to make
bold decisions and work closely with our supply
partners to increase the size of our inventory
and make sure our warehouse shelves are fully
stocked to meet demand.
Looking ahead
All these investments in stock, time and
resources combined with the amazing efforts of
our teams have resulted in an outstanding start
to 2021. January and February both turned out to
be record sales months.
We plan to keep our stock levels high and carry
on providing the best possible service. We are
within touching distance of reaching our pre-
Covid delivery service levels but even when we
hit our +97% average OTIF again, we won’t stop
striving for delivery perfection.
This, plus the launch of our new and improved
website, means it’s an exciting time for both us
and our customers. For any fabricator – large
or small – thinking about switching hardware
suppliers, we hope you’ll give Window Ware
the opportunity to earn your trust with five-star
service, our friendly and knowledgeable team and
dependable deliveries to help your business go
from strength to strength.
Contact Window Ware:
01234 242 724
www.windowware.co.uk
@WindowWare
44 T F APRIL/MAY 2021 CONNECTING THE WINDOW, DOOR & ROOF FABRICATION SUPPLY CHAIN