Dear valued customer,
At C.R. Laurence, our top priority is to deliver exceptional experiences for all our customers. Recently, we have had supply chain and other service challenges which have been slow to resolve. We understand the impact this has had, and we are 100% committed to improving our performance.
I’ve spoken with many of you over the years and I’m always appreciative when you take the time to tell me where and when we are falling short of your expectations. I value your feedback and encourage you to continue to reach out to me.
To further our efforts, we have implemented an additional process to help us to reach a broader cross section of our customers and provide a quick and easy way to give us ongoing feedback. We chose the Net Promoter Score (NPS) process which allows for real time feedback on a variety of transactions. Customers are given the opportunity to provide feedback in three ways: (1) visit any of our North American Will Call centers, (2) make a purchase on our website and (3) receive a shipment.
This process began in April and we monitor the activity daily. We’re really pleased with the engagement thus far and value the responses. A sample of the results are shown here (four weeks ending July 4, 2019):
Of significant value are the comments provided. It’s one thing to have an idea you need to improve your service, but it’s a real “gut-punch” to hear directly from our customers whose expectations were not met. I read every “red face” comment every day and share them with our Leadership Team. As a result, I hope you are seeing improvements in our processes and, more importantly, in the service you are receiving. Please continue to let us know how we are doing.
We’re committed to an increased level of transparency, as well as making it easier for our customers to provide feedback. Our ability to improve is greatly enhanced when we hear firsthand about those areas important to you where we are or are not meeting your expectations. I’ll be keeping you up to date on additional planned improvements soon.
Thanks, as always, for your business and I look forward to continuing to engage with you all to help keep our industry vibrant and strong.
Lloyd W. Talbert
C.R. Laurence Co., Inc.