21 July 2024, 11:21
By Furniture News Dec 19, 2023

James Latham lives up to ambitious service promise

James Latham, one of the UK's largest independent distributors of timber, panels and decorative surfaces, prides itself on the quality of its customer service – and it seems its customers feel the same way …

"Think you know great service? At James Latham, great customer service relies on three magic ingredients – products, people, and a reliable supply chain," states James Latham.

"As a premier distributor of materials for the furnituremaking sector, we consistently provide the very best experience possible to our customers.

"However, whilst that’s easy for us to say, it’s far harder to prove. So we thought we’d let our customers confirm it themselves."

Over the summer of 2023, the business wrote to nearly 18,000 of its customers, and discovered that the vast majority of respondents think just as highly of James Latham's service levels, with over 80% scoring it 8/10 or above for service, and a third giving it 10/10.

Some went further, saying why they liked working with the business – whether it was the wide selection of timbers, panels and decors on offer, its teams of material experts and specialists, or its network of 13 UK and Ireland depots, which hold over 75,000 cum of stock.

“We choose to trade with James Latham because of the product range and trust we have built over 40 years – a partner to our business,” said John McCaffrey of Starbank Panel Products.

“James Latham’s knowledge of products is second to none. They’re always happy to help, excelling in accuracy and positivity,” replied Retail Furniture's Andy Hall.

“They are quick to respond and will help you in any way they can. Delivery is always prompt too, and they will always help you go the extra mile,” commented Matt Cox, from SJC Bespoke Joinery.

James Latham responds: "Yes, it’s a confidence-winning combo. However, we will not be resting on our laurels. To help us deliver the best customer experience we can, we’ve embedded a 24-point Lignum Charter at all our depots, to ensure our customers’ needs are consistently met.

"From next-day deliveries where required, to increased operating hours and enhanced expertise at depots, it’s intended to deliver increased accuracy, best-in-class logistics, and continued customer satisfaction.

"Ultimately, it’s all very well thinking you know what great customer service is – yet, during these uncertain times, it’s important to actually experience it," the business concludes.

"Is your distributor living up to your expectations? Why not let us show you how we do things, so you can see if you're missing out?" 

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