[Neil Gornall]

Are they on holiday?

Everytime I call I get an answer phone, I have left two messages in the last week or so about an order i have, both times asking if they could return my call but have heard nothing.

Just wondered if they had shut down for a couple of weeks.

[Gardiner Admin]

Are they on holiday?

Everytime I call I get an answer phone, I have left two messages in the last week or so about an order i have, both times asking if they could return my call but have heard nothing.

Just wondered if they had shut down for a couple of weeks.

We are not on Holiday!

Apologies for the non-return call. We always try to return all answer messages when left, however we do get several messages each day that are from clients who do not give us their full name or return telephone number. In these cases we cannot obviously call back. I do not know if this is the case with yourself or not. Please try ringing again and if the call is not answered leave your name and a return number or alternatively send an email to sales@gardinerpolesystems.co.uk asking to be rung back immediately.

[Neil Gornall]

Thanks,

I did say the company name when I left a message but I guess there are a few out there with similar names, I will try again.

Neil

[John Walker]

I find the same - I rarely get an answer when I ring but as Alex has said, they do always make a return call later.  Girls are brilliant too.

John

[Nick Wareham]

Not answering their phone? How can anyone possibly take a company seriously who doesnt answer their phone.

That is poor service, plain and simple.

[Gardiner Admin]

Not answering their phone? How can anyone possibly take a company seriously who doesnt answer their phone.

That is poor service, plain and simple.

Thank you for your ongoing concern.

Customer service is very important to us and it is a shame that not all clients can get through first time on the phone. From our perspective this is simply down to logistics and not 'poor service'. We get hundreds of phone calls each and every day and a lot of these take at least 5-10 minutes for each operator to deal with. Even with 4 phone lines in not every call will be able to be answered first time. When a phone line is not available the system will automatically allow a message to be left which the next available operator will deal with. Sometimes it is simply a matter of timing. There are certain times of the day that are very popular for window cleaners to call up and at these times the chances of getting through first time drop dramatically.

We are predominantly an internet based company (hence no brochures, text messaging, cold calling etc.). The phone lines are provided to assist our clients not to replace the website which currently is the worlds most visited Water Fed Pole shopping site (Alexa May2011).

We do have two new employees starting over the next two months which may help, however it does come down to phones and desks available - we could try and put another desk in the office, but this would mean losing the coffee machine which could ultimately lead to the downfall of the firm.

[Nick Wareham]

As a customer, I'm not interested in excuses.  I'm also not interested in hearing about the internal workings of a company.

Phones, desks, coffee machines - honestly who cares?  I'm sure there are plenty of other suppliers who - shock horror - manage to answer their phone and have a coffee machine.

All I, and I'm sure most, customers are interested in is good service.  And not answering the phone, no matter how you dress it up or try to excuse it, is bad service and unprofessional, plain and simple.

[Steve CM]

give the guy a break...jeez!!

His products are in demand so people will wait. Do you think that not being able to get through to his operatives are really gonna bother him? No! ...

Supply and demand!

Until someone rivals his products they can do what they like because people will wait.

I don't like to say it but in a situation like i'm in now i have far too much work than what i can cope with so some enquries that are coming in i'm not even following them up. When i need to find work to fill some empty days i'm on them like a shot

Supply and demand!

[Mrs A]

As a customer, I'm not interested in excuses.  I'm also not interested in hearing about the internal workings of a company.

Phones, desks, coffee machines - honestly who cares?  I'm sure there are plenty of other suppliers who - shock horror - manage to answer their phone and have a coffee machine.

All I, and I'm sure most, customers are interested in is good service.  And not answering the phone, no matter how you dress it up or try to excuse it, is bad service and unprofessional, plain and simple.

Hi Nick

As the Office is busy answering phones ( ) I thought I would post and say that although we are far from perfect we do try and offer a good, professional service.  Fortunately complaints are rare and our customers comment on our good service, but any criticism is taken on board and your personal thoughts are certainly noted.  

The phones are answered (obviously as we would not have an ongoing business if they weren't!), just not 100% of the time (like many businesses) if all the operators are already on the phone (ie, answering the phone to somebody else) and if a message is left, the client is rung back.  

The above post by Gardiner Admin was not made as an excuse but to provide information to those that are interested in knowing why their call is sometimes not answered the first time.  The comment about desks and coffee machines was meant in good humour - I'm sorry you took it seriously as that wasn't the intention.

Obviously we can always improve and we will continue to try to do so.

Well, that's my first post as Mrs A (Alex's other half).  How did I do?  

[SherwoodCleaningSe]

There are plenty of massive companies out there where you are on hold for ages and then somebody from the far east answers the call, these are often viewed as successful companies.

I would rather not necessarily get through first time and the products be at a reasonable price than be paying more for someone to sit around in an office drinking from the coffee machine all day.

Good to hear from you Mrs A, Katy says Hi.

Simon.

[SB Cleaning]

Not answering their phone? How can anyone possibly take a company seriously who doesnt answer their phone.

That is poor service, plain and simple.

Sorry mate but your talking out your backside!!!!

Gardiners are an excellent company with excellent customer service

I phoned and ordered a couple of brushes yesterday and got straight through, there has been times when i have got the answer machine but they have ALWAYS returned my calls.

[Perfect Windows]

I'm sure there are plenty of other suppliers who - shock horror - manage to answer their phone and have a coffee machine..

You need to chill a little if an obvious joke is winding you up this much...

Vin

[josh]

did somebody order a high horse

[Frankybadboy]

why iam waiting can i have a cuppa please mrs A

[Mrs A]

why iam waiting can i have a cuppa please mrs A

[♠Winp®oClean♠]

As a customer, I'm not interested in excuses.  I'm also not interested in hearing about the internal workings of a company.

Phones, desks, coffee machines - honestly who cares?  I'm sure there are plenty of other suppliers who - shock horror - manage to answer their phone and have a coffee machine.

All I, and I'm sure most, customers are interested in is good service.  And not answering the phone, no matter how you dress it up or try to excuse it, is bad service and unprofessional, plain and simple.

Oh no, pleeeease, not another one 

[wpclean]

I blame the internet . . . . . . we expect everything immediately, we have lost patience !

I have yet to find a supplier with a expert knowledge and quality of product than Gardiners, so it is worth waiting in my opinion 

[♠Winp®oClean♠]

I blame the internet . . . . . . we expect everything immediately, we have lost patience !

I have yet to find a supplier with a expert knowledge and quality of product than Gardiners, so it is worth waiting in my opinion 

I agree

Unfortunately, some people are desperate to appear clever when they're anything but!

[Chris Cottrell]

Chnging the topic slightly does anyone know if Gardiner do any longer lengths of microbore ... like 150m

[Paul Coleman]

I just don't believe this thread.
I have never waited more than half an hour for a call back when I've left a message.
That's not poor service.
That's good service IMO.
This morning I ordered some more bits and pieces - some of which I will need for a particularly difficult job this weekend.  It's worth me buying the bits for it because it may well take me the whole weekend to clean the outside (and maybe I will need to return the following weekend to complete) and it's suppose to be a regular (though fairly infrequent) ongoing job..  One of the items was out of stock (no it wasn't a pole or a section   ).  Straight away there was a suggestion to ring another, named, company who sell those items.  Now that's what I call service.  They did have them in stock so it will be sorted.
So  thank you to Laura, whoever she may be   , for her help.