Customers at Bestway’s Barking depot are benefitting from what the wholesaler calls “an enhanced shopping experience”.
The depot now boasts a Customer Lounge – a new area where customers can grab a free tea/coffee and relax on the sofa for a well-deserved break from their day – with free wi-fi so they can check their emails, visit industry websites or catch up on the latest football scores from the World Cup.
For customers who want to return to their stores as quickly as possible, Barking has introduced two additional added value services – “1 in Front Queuing” and “Van Loading”. The first promises customers that a new till will be open if there is more than one person in the queue at till point, while the second is a new loading service where designated staff will be on hand to help customers pack their purchases into their vehicles.
Mohammed Asad, general manager at Barking – currently the FWD’s young manager of the year – says: “We have always tried to offer customers outstanding prices and promotions but we also realise that we can make their trip more pleasurable by investing in customer service. We realise that customers have a choice and, to continue to be their wholesaler of choice, we have to combine the best possible prices with the best possible customer service. We feel our greatest strength has always been our relationships with our customers and so we are committed to giving customers the service they deserve.”
“Customers shop in different ways – some simply want to come in, stock up and get back to their businesses as quickly as possible; others treat the visit to Bestway Barking as a more social experience and want to discuss opportunities and learnings with myself, my staff and their peers. These new initiatives will ensure that whatever way they want to shop we are catering to their needs.”