LOUGHBOROUGH: After introducing a range of key boiler spares into its national network of branches in 2010, Graham, the plumber’s merchant, has increased its stocks even further.
After gaining feedback from customers and branch staff, over 100 Graham branches now have an increased spares profile tailored to specific regional and customer needs.
In a continuing drive to improve customer service, over a six-month period Graham worked closely with its family of branches through a customer focus groups, questionnaires and interviews with its staff to ensure that stock levels of the most requested heating spares in each region were increased.
“Immediacy of product is crucial for our customers and the implementation of a tailored regional profile means that our branches stock the spares that our customers actually want locally," explained Ian Kenny, marketing director for Graham.
"This has been achieved through working with branch staff, manufacturers, and crucially – our customers. Tough economic times or not, plumbing and heating engineers cannot afford to waste valuable time trying to source the right heating spares. With this tailored approach to stock levels – Graham allows customers to source what they need and when they need it."
