As one of the UK and Ireland’s leading timber, panel and decors distributors, James Latham recognise the importance of delivering unparalleled service throughout the entire customer journey, from initial enquiry to final product delivery.
However, whilst it’s one thing to claim exceptional service, it’s far harder to prove. That’s why we wanted our customers to confirm it themselves.
So, we reached out to nearly 18,000 of them in the summer with a survey and it seems a huge majority think we do, with over 80% of respondents scoring us 8/10 or above for service, and a third of them giving us a full 10/10 marks.
It’s a resounding endorsement of our ongoing commitment to excellent service. Some respondents were even kind enough to go into more specific detail. Alex Harms of Chambers Timber said, "James Latham always delivers outstanding customer service, deliveries are always on time and arrive when they say they will, extensive product range and excellent product knowledge from all the sales team, who always go above and beyond to help where possible".
Diving deeper into the points he makes, whilst it’s true that we do have one of the most extensive ranges of timber, panels, and decorative materials on the market, it’s the two other magic ingredients, our people, and our supply chain, that really sets us apart.
The ‘people’ element is central to exceptional customer experiences, and our team of skilled materials and logistics professionals embodies this ethos. Whether assisting long-standing clients or supporting new customers with product knowledge and decision-making, our team consistently goes above and beyond to provide exceptional service.
Our customers consistently highlight the high level of trust they place in us, a trust that stems from our robust and reliable supply chain. With over 75,000m3 of stock and a strategically positioned network of 13 depots in the UK and Ireland, our facilities ensure timely responses to demand, guaranteeing nationwide daily deliveries and swift turnaround for short-lead requests.
The positive feedback we receive is a result of this winning combination, but we are not complacent. With over 265 years in the industry, we continue to invest in product knowledge, logistics, and support services to meet the diverse and evolving needs of our clients.
This is further evidenced by our new 'Lignum Charter,' a 24-point commitment embedded in all our depots to ensure consistent customer satisfaction.
From next-day deliveries where required to rapid response times for inquiries, extended operating hours, and dedicated product champions, our charter is designed to provide increased accuracy, best-in-class logistics, and unwavering customer satisfaction. In these uncertain times, experiencing exceptional service is crucial, and we invite you to explore how we go above and beyond to meet your expectations.
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.
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? www.lathamtimber.co.uk/greatservice
