[jo5hm4n]

I use Gardiners for alot of my stuff that i order, and too be honest i'm always rubbish when it comes to exact sizes of things and from time to time i forget, so rather than just blindly ordering and getting the wrong one i phone them up and they are always so helpful i place the order and good to go.

Just phoned this morning and i see they now dont take phone calls.  You have to leave a message and wait upto 5 hours for them to call you back.

I can understand they are running a business and trying to streamline things, but my problem is often my phone rings all day, so i wait hours for them to phone me back, then they phone me when i am on the phone and i still can't ring them back so have to wait for them to call me again.

Call me oldfashioned, but i like the ability to be able to phone a supplier to get an answer to a problem or a product query within a few minutes rather than waiting hours to find out.

What is everyones thoughts?

I really do get that as a business maybe this direction is best for them to cut down on costs and/or time, but i like being able to phone up my suppliers.

[Shrek]

I just email them , they are very fast replying

[Soupy]

I'm with you.

Gardiners' customer service is pretty excellent but I would much prefer a phone number to call.

[Slacky]

It’s not their fault you’re on the phone when they call you back.

[John Mart]

It’s not their fault you’re on the phone when they call you back.

That’s funny. 

[֍Winp®oClean֍]

Email them and request a call back.👍

[Pete Thompson]

"put the customer first" lol, more like put what suits US first and let the customer lump it.

Not that it will matter much to me, I've tried gardiner stuff and it's mediocre at best.  I gave the SLX pole I had away.  Just don't see the fascination.

[alank]

What poles would you recommend over gardeners poles ?

[AuRavelling79]

"put the customer first" lol, more like put what suits US first and let the customer lump it.

Not that it will matter much to me, I've tried gardiner stuff and it's mediocre at best.  I gave the SLX pole I had away.  Just don't see the fascination.

Well, maybe the world has caught up with the SLX, Pete - but not with the Extreme.

[Llaaww]

Many of us windies are doing this job because office work and emails etc don't come easy. I know I find it hard to do. It takes ages just to write a few lines.

I live a few miles away from gardiners  and would like to be able to call in and shop on the spot, but like phone calls it seems they would like to discourage it and focus on emails.

I got a bit frustrated with a mini sprayer (still gathering dust). I tried calling and ended up giving up.

I am sure that Gardiners customer service is first class, as long as you are computer and camera savvy, but if you want a real person to deal with forget it.

[dazmond]

I use Gardiners for alot of my stuff that i order, and too be honest i'm always rubbish when it comes to exact sizes of things and from time to time i forget, so rather than just blindly ordering and getting the wrong one i phone them up and they are always so helpful i place the order and good to go.

Just phoned this morning and i see they now dont take phone calls.  You have to leave a message and wait upto 5 hours for them to call you back.

I can understand they are running a business and trying to streamline things, but my problem is often my phone rings all day, so i wait hours for them to phone me back, then they phone me when i am on the phone and i still can't ring them back so have to wait for them to call me again.

Call me oldfashioned, but i like the ability to be able to phone a supplier to get an answer to a problem or a product query within a few minutes rather than waiting hours to find out.

What is everyones thoughts?

I really do get that as a business maybe this direction is best for them to cut down on costs and/or time, but i like being able to phone up my suppliers.

id rather email or ask on here than phone  and actually speak to someone a lot of the time these days.....i bet one of us couldve answered your question.....

[dazmond]

Many of us windies are doing this job because office work and emails etc don't come easy. I know I find it hard to do. It takes ages just to write a few lines.

I live a few miles away from gardiners  and would like to be able to call in and shop on the spot, but like phone calls it seems they would like to discourage it and focus on emails.

I got a bit frustrated with a mini sprayer (still gathering dust). I tried calling and ended up giving up.

I am sure that Gardiners customer service is first class, as long as you are computer and camera savvy, but if you want a real person to deal with forget it.

how hard is it to write an email?......if you can post on here you can send/write an email...its not rocket science....

[alank]

Some people just prefer to phone.

[John Mart]

I’m usually not very confident when ordering parts and I’d much prefer to be able to speak to someone. I like the fact that I can speak to and get advice from Pure Freedom when I need it.

[alank]

I personally prefer to phone to place an order so if I wanted to order something that only can be obtained from one specific  supplier I would wait for my call to be returned. However If I'm after things like resin,fixings and other consumables I now go elsewhere and have been using other suppliers for this reason.

[The Jester of Wibbly]

I agree we all should be able to use email and manage a bit of paperwork otherwise it would be a struggle to run a business this day and age.

However when ordering parts or making large purchase sometimes a phone call is much more professional.  A live 2 way chat is quicker and more productive sometimes.

[alank]

Totally agree with you paul.

[John Mart]

I’m usually not very confident when ordering parts and I’d much prefer to be able to speak to someone. I like the fact that I can speak to and get advice from Pure Freedom when I need it.

To add I have emailed my questions in these situations and I do get a quick reply but I’d rather be able to phone.

[dd]

Last order I placed, I emailed asking for brush to be fitted with 3mm pencil jets, but it came fitted with 2mm jets.

Their website does not allow you to choose 3mm pencil jets when placing order. In the past i have always ordered over phone and got 3mm jets fitted on my brushes as requested.

[dazmond]

I agree we all should be able to use email and manage a bit of paperwork otherwise it would be a struggle to run a business this day and age.

However when ordering parts or making large purchase sometimes a phone call is much more professional.  A live 2 way chat is quicker and more productive sometimes.

yeah i do agree with you there paul esp when it comes to larger purchases like diesel heaters,tank frames etc.....but for bits and bobs(poles/reels/connectors/resin etc) its easier to order online IMO.....

[Alex Gardiner]

Just to clarify for all of our customers - you can still call us on the phone & you can still speak to someone on the phone if you really need to 

However the method for accessing our Customer Service team has changed somewhat.

Previously it was a lottery when you rang up with some clients always getting through and others getting an answer machine. Now all calls are routed to an answer phone message - at this point if you really need to speak to someone you can leave a message & our team will call you back to talk through your issue or order if a phone call is needed.

Why have we taken this step? Several reasons:

1. The volume of customer service calls we are receiving in the last 4 months has grown dramatically. Most days we now have in excess of 500 individual callers ringing in. Most calls need more than just a few minutes discussion so can consume a lot of phone time.

2. Call volume tends to bunch together at peak times with in excess of 150 calls per hour at popular times. With just 4-6 operators on the phones it is simply not possible to talk to & call back all within minutes at peak times.

3. The new system allows for more informed operators to call clients back. This is because before we return your call we can look up the details of your technical query or your order details & are subsequently better able to answer your query or assist you in the most efficient method. This ultimately saves clients time on the phone & frees up our operators to assist more clients.

We know we can’t please all of the people all of the time, despite our best efforts. However we believe that this new method will help us provide higher quality & more efficient customer service.

[Go]

I’ve always found Mr G very generous in answering questions.

[Slacky]

With reference to the title are you suggesting we try to use Extra Sensory Perception to contact Gardiners?

Is this what you meant when you say 'thoughts'?

[Go]

Telepathetic window licking.

[Splash & dash]

I also am a dionosour and won’t order stuff on line since Gardiners have taken this step I now deal with Grippatank who will answer the phone and speak to you , I understand why Alex has done what he has but feel it’s a backward step and they will loose custom by doing this as was confirmed by Grippatank when I ordered a 35 extream and a few other bits this week they said that there orders had increased quite dramatically since Gardiners had taken this step .
Gardiners are a big player in the market so a few lost sales won’t bother them it’s a shame as I always found there staff knowledgeable and helpful but I will not use the Internet for purchasing stuff it’s all to easy to to order the wrong bit or you want to know the difference between this or that what’s going to work best for a certain job etc ,I personally don’t want to be emailing company’s with questions I want to be able to speak to someone who can answer my questions and explain things to me , if they are that busy then they should be taking on more staff to answer the phones shorley? Not cancelling phone orders , since I have stoped shopping on line I have not had any credit card fraud , when I did buy stuff on line I had a number of fraud transactions happen on my accounts , all web sites I shopped on were supposedly secure , I am not saying that the issues I had with fraud were anything to do with Gardiners Ime just saying I don’t want to use my card details on any web site and I don’t now , if I cannot speak to a company I wont trade with them , I will go else where , I hope that Alex might have a change of heart when he reads the comments that ones have put on hear , as I feel it’s a backward step for a good company to have taken

[jo5hm4n]

With reference to the title are you suggesting we try to use Extra Sensory Perception to contact Gardiners?

Is this what you meant when you say 'thoughts'?

No, i just wanted to know the thoughts on this matter from other window cleaners, or lickers, or whatever you lot on here actually are!

[jo5hm4n]

Just to clarify for all of our customers - you can still call us on the phone & you can still speak to someone on the phone if you really need to 

However the method for accessing our Customer Service team has changed somewhat.

Previously it was a lottery when you rang up with some clients always getting through and others getting an answer machine. Now all calls are routed to an answer phone message - at this point if you really need to speak to someone you can leave a message & our team will call you back to talk through your issue or order if a phone call is needed.

Why have we taken this step? Several reasons:

1. The volume of customer service calls we are receiving in the last 4 months has grown dramatically. Most days we now have in excess of 500 individual callers ringing in. Most calls need more than just a few minutes discussion so can consume a lot of phone time.

2. Call volume tends to bunch together at peak times with in excess of 150 calls per hour at popular times. With just 4-6 operators on the phones it is simply not possible to talk to & call back all within minutes at peak times.

3. The new system allows for more informed operators to call clients back. This is because before we return your call we can look up the details of your technical query or your order details & are subsequently better able to answer your query or assist you in the most efficient method. This ultimately saves clients time on the phone & frees up our operators to assist more clients.

We know we can’t please all of the people all of the time, despite our best efforts. However we believe that this new method will help us provide higher quality & more efficient customer service.

Thanks for clarifying this Alex.  I now understand why you have taken this step.  My query was solved within the hour after i received my 2nd callback.

Thanks again.

[John Mart]

Hasn't it been this way for years?

[AuRavelling79]

Maybe Alex could set up a luddite line? A special number for well off but 20th century dwelling customers? 

Then one day a week each of his staff have to "man" or "woman" the luddite line number.

This would have the benefit of helping his staff deal with people on the spectrum which would increase their "people skills" enormously. Only having to do this one day a week shouldn't overload them but if they have a bad run of awkward customers then ice packs could be provided as could therapy or a nice lie down in a darkened room.

[Klean07]

This is why I use The Cleaning Warehouse in Wolves. It's 10 miles away, they answer phone and have a separate phone extension for technical stuff to the guy that actually fits systems to vans as part of his job. I visit them a couple of times a year to pick new parts up etc and book my van in with this tech guy for an hour (£20) to check that every thing is as it should be and to replace or add new parts!

[robbo333]

If i've requested a call back, it usually happens within an hour or so, and I am quite happy to accept that level of service.
Companies that don't phone back...now that's a different matter!
The girls are really good too, helpful, knowledgable and polite.
It sounds like, if they just did a normal service, then I'd be phoning all the time, just trying to get through to someone.
Personally, i'd rather let them call me.

"Fork handles" lol!

[brianbarber]

If it's planned items, ok online.
If I'm out working and something breaks then yes it's a phone call only, as I can't wait till I'm home or deoendong on the time I will miss the cut off time for items to be sent out to me.
  or it's a phone call if I'm not sure exactly what size fittings or clips for example that I need urgently.

Realistically a phone call at 15 mins has an intrinsic cost to the employer for example if employee is on £10 an hour then it's  cost £2.50 to take the order.....then it has to be processed.
However this may work out ok for gardiners, it's all down to the average sale value, and call time.

That is all

I'm off now to order something online😄
MrB

[lee_dewing]

Always been happy with gardeniers but would be happier if you could speak to real people.

Seems most businesses would rather not talk to their customers.

e.g. energy suppliers, multitude of keypad options, talking to a real person seems last resort!

Been using other suppliers for some stuff now, xline, window cleaning warehouse, daqua systems usually get to talk to someone fairly easily, I call daqua first thing to catch Doug 👍

[Alex Gardiner]

Always been happy with gardeniers but would be happier if you could speak to real people.

Seems most businesses would rather not talk to their customers.

e.g. energy suppliers, multitude of keypad options, talking to a real person seems last resort!

Been using other suppliers for some stuff now, xline, window cleaning warehouse, daqua systems usually get to talk to someone fairly easily, I call daqua first thing to catch Doug 👍

Hi Lee

As I posted earlier -      3. The new system allows for more informed operators to call clients back. This is because before we return your call we can look up the details of your technical query or your order details & are subsequently better able to answer your query or assist you in the most efficient method. This ultimately saves clients time on the phone & frees up our operators to assist more clients.       - you can speak to a real person 

[Slacky]

I've never had a problem speaking to a Gardiners telephone operator. I leave a message, they call back within the hour. Im polite, they're polite. Problem resolved.

I had Alex on the blower a month or more back about a long standing R.O. issue, he wouldn't shut up giving me advise 

[Crystal-clear]

Listen I really like gardeners the girls are extremely helpful as is Alex even for little tedious problems I'm talking about a few pounds of an item here and there so I can't fault them on that

when I heard the message we no longer take calls I was a bit disheartened I did leave a message but I didn't expect them to call me back so quickly I think it was within half an hour during that time I did call grippatank to be fair and managed to order the part I needed who turned out also to be very helpful and pleasant to speak to .

Here's my summary
I'm guessing this is a trial for them because in fairness a lot of items are straightforward that people can order from the website
And the people that have questions would like to know what connectors best or would like to know which poles the best or which this and which that
They leave a message mind you even if you have a basic item to order but you prefer speaking to a person you also leave a message I think the plan is just to deter and save Manpower where necessary
That's not really a bad thing Alex mentions he's inundated with phone calls yes he could employ more people but at the same time most of those enquiries could literally just order online

Like i say they did call me back pretty quickly I was not expecting that so all I think we can say is for now if you require their assistance on the phone leave a message as long as they're calling you back like Alex says
Then they are still giving us good customer service

[Soupy]

The next step would be a bigger customer service team. Larger overheads = higher prices.

[Spruce]

The next step would be a bigger customer service team. Larger overheads = higher prices.

....... and then another post complaining about prices. 

[Stoots]

cant understand why anyone would need to speak to them anyway, arent most items they sell self explanatory?

[Walter Mitty]

cant understand why anyone would need to speak to them anyway, arent most items they sell self explanatory?

Yes, but there are times when there needs to be verbal communication.  For instance, if you need to pay extra for a pre-10am delivery or if there's some ambiguity over which clamp size might be needed due to the SLX sections being re-numbered some years back.  Also, sometimes a part may be needed that isn't directly listed on the site.  It's much better to have a quick conversation than have a misunderstanding about what is required and the subsequent posting back and forth to correct it.

[tlwcs]

I had to ring our doctors the other day and while in the machine  recording part it told me if I was having chest pains to put the phone down and ring 999.  Who'd of thought that.  For the next ten minutes I was told that there were 2 calls before me,  I then hung up. I sure any longer and I would have had chest pains.
People like people, not machines. Although if Alex feels this is the best for his staff and the company, I can live with it.
Tony

[The Jester of Wibbly]

It's also easier for us to call rather than to wait for a call. I don't answer my phone when on the glass or with a customer on site. We work with water which is not a good mix with a phone  .  Only between jobs whilst in the van do I return calls.

Window cleaners are on the road. Suppliers are office bound like retailer staff in shops.

Telephone tennis here we go 

[Stoots]

Its the digital age guys  , im sure most queries could be handled via email?

Either way alex has chosen his way of working so we can either like it or we are dumped

[Walter Mitty]

An addendum to this:  I wanted a couple of very small items recently.  I left my message and they called back later while I was working.  Of course, I was in a bad signal area by that time and below part of a flight path.  The signal gave out a couple of times and the plane noise made some parts of the conversation tricky, but we got there in the end.  So it can make it more difficult.  Full credit to the person on the other end for persevering, especially as it was a very small purchase.

[dazmond]

An addendum to this:  I wanted a couple of very small items recently.  I left my message and they called back later while I was working.  Of course, I was in a bad signal area by that time and below part of a flight path.  The signal gave out a couple of times and the plane noise made some parts of the conversation tricky, but we got there in the end.  So it can make it more difficult.  Full credit to the person on the other end for persevering, especially as it was a very small purchase.

you sound like one of them annoying customers who just wants 2 windows cleaning at the front(tops only)....id dump you.....

[Walter Mitty]

An addendum to this:  I wanted a couple of very small items recently.  I left my message and they called back later while I was working.  Of course, I was in a bad signal area by that time and below part of a flight path.  The signal gave out a couple of times and the plane noise made some parts of the conversation tricky, but we got there in the end.  So it can make it more difficult.  Full credit to the person on the other end for persevering, especially as it was a very small purchase.

you sound like one of them annoying customers who just wants 2 windows cleaning at the front(tops only)....id dump you.....

... and get two more?