Customer Focus Guides Hills back to Growth
CEO David Lenz has embarked on a customer service strategy to re-boot the culture at Hills Ltd.
“There is no doubt that a lot has happened in the past year,” Lenz said. “We’ve made a lot of changes and I think customers will see improvements in the business, our product range and our engagement in the market.”
But Lenz indicated there was still room to improve.
“As a distributor, we need to do the basics really well – processing orders, notify customers about deliveries, managing stock and inventory. We’ve put a lot of emphasis into these areas and now we need to benchmark our service, to understand where we are now and where we need to be as we go forward.”
Hills has initiated a customer opinion survey that will be in the market until the 4th of November. Responses are anonymous and Lenz encouraged all Hills customers to participate.
“I want Hills to be the number one value-added distributor in our market segments. That means getting the basics right so that customers enjoy engaging with Hills, and we maintain their passion for our product.
“The message to our customers is that we are listening, we want your feedback, and we are prepared to make changes to improve our engagement,” Lenz said.
For more information about the Hills product range, or the customer opinion survey, call Hills Customer Service on 1300 445 571. ♦