‘Front-line’ service

Press, 5 August 1985, Page 31

‘Front-line’ service

The team of four on the counter is the “front line” at Nuts and Bolts and Screws’ office in Falsgrave Street.

Ms Donna Walsh and Messrs Ray Sievers, Richard Bryden and Collin Paterson (with occasional help from Ms Tina Lacey) have 24 years experience in fasteners between them. This background is vital in serving customers in person and on the telephone, for the comprehensive information available through their computer terminals is only a tool. A thorough grounding in the product is needed to correctly assess what is required.

It can be a problem, says Mr Paterson, in finding out what the customer wants, never mind needs. Some people would rather not give too much away. One man had asked for “bolts.” Just bolts? What sort?

“Ordinary bolts.” Carriage? High-tensile? Well, ordinary hex bolts, the man eventually conceded. Galvanised? “What else do you want to know,” he snapped, and accused Colin of a Gestapotype interrogation. Once the correct fastener is identified, the transaction can be clerically processed — and debited from stock records — in seconds at the terminal. The push of another button prints a packing slip complete with price and the item’s location in the store. The customer need only walk through a door to uplift his or her order. The whole process, from front door to bolts in hand, can be done in minutes. In the case of telephone orders, the transaction is instant. '