Buildbase deals, in the main, with small to medium-sized businesses where customer
relationships have been built up over the years. Buildbase branches are run almost as local ‘independents’ and good customer service is the watchword of an independent merchant.

The key performance indicator branch chart is a working document, designed for display at every branch so that staff can record and measure different aspects of customer service including: telephone response; administrative accuracy; delivery service; stock range and depth; collection service; housekeeping which includes a checklist of different actions.

Located in the sales office at each branch the chart visibly monitors improvements on a month by month basis. The aim is to achieve a common standard however, as each branch faces different challenges, managers strive to make improvements within their own parameters.

The Buildbase customer charter leaflet has purposely been based on the BMF’s industry leaflet. Buildbase believes that by adopting the standards set down by the industry’s most respected representative body, it gives greater weight to the charter. As the principal national merchant within the BMF, Buildbase takes its responsibilities seriously, adhering to the industry’s accepted standards of customer service.

Copies of the customer comments card are prominently displayed on Buildbase branch counters, giving customers – both trade and the public – the opportunity to advise directors to examples of poor and good service. Rather than fearing complaints, Buildbase welcomes feedback so that changes can be made. To date the number of cards giving compliments has outweighed those with complaints.

”Having operated as independent builders merchants most of our branches have always seen customer service as a priority,” comments Buildbase director Stephen Thompstone.

“We are building on this foundation and making sure we achieve the obvious targets, like promptly answering the phone, punctual delivery and attention to detail in our customer dealings. Giving a superior level of service is very rewarding and pays dividends for our customers and our staff.”

As Members of the Builders Merchants Federation (BMF) we are dedicated to giving all our customers efficient and courteous service. We are signatories to the BMF CUSTOMER CHARTER which lays down minimum service standards. Members of the Charter Registers promise to observe these standards in their dealings with customers at all times.

The text of the BMF Customer Charter is shown below.

The BMF Charter provides for levels of good practice that are over and above your normal contractual rights. It has the full support of the Government and is part of our campaign to maximise the efficiency of the supply side of the construction industry.

• Comprehensive and quality stocks
• Value for money price structure
• Prompt deliveries
• Structured credit facilities
• Helpful and efficient service
• Commitment to product, customer care and safety training
• Technical advice from experienced teams
• Prompt handling of enquiries
  

If you think that our branch from which you collected this leaflet has not complied with the Charter Standard set out opposite, you should first write to our Chief Executive at the head office address shown overleaf. Please state in your letter the reason for your complaint and which Term or Terms have been breached.

Should you consider that you have not received a satisfactory response from the company within 14 days you should write to:
The Director, Builders Merchants Federation, 15 Soho Square, London, W1D 3HL. Fax: 020 7734 2766.
Email: info@bmf.org.uk.

You should send copies of all correspondence regarding your complaint with your letter. The Federation then will investigate the matter and will keep you informed of the result of their enquiries. BMF has the right to remove a Member from the Charter Register and, in the event of a serious breach, to expel a Member from the Federation.

The Builders Merchants Federation (BMF) is the national trade federation which represents almost 300 Member companies trading from over 3,000 branches across the UK.

To become a Member of the BMF, builders merchants have to adhere to strict criteria, ensuring that customers get the quality of service they deserve. Most Members have the distinct blue and white BMF logo in their windows so you know you will receive quality service.

For a list of Members who have signed up to the Customer Charter write to the address below:

Builders Merchants Federation
15 Soho Square,
London, W1D 3HL

Fax: 020 7734 2766
Email: info@bmf.org.uk
Web: www.bmf.org.uk