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The Normans Customer Promise 

Service is at the heart of everything we do here at Normans, from Product Advisors to Warehouse Operatives our ethos is the same; 'To provide our customers with the highest standards of support possible and make their buying experience enjoyable and hassle free'. This is our promise to you and we are passionate about delivering it, as our business is nothing without happy customers.
 

Nothing is Too Much Trouble

  • Going the ‘extra mile’ to make our customers happy comes as standard in our business.
  • We are always as flexible as possible in accommodating special requests.
  • When a customer asks for something that isn't part of our standard range or procedure, we do everything we can to say YES.
  • All enquiries and orders are treated with the same level of attention regardless of size or value. 
  • We go beyond what is considered ‘normal’ service and strive for excellence.

Open, Honest & Accurate Advice from Knowledgeable Specialists

  • We offer knowledgeable, helpful advice that is accurate and reliable.
  • Our fully trained product specialists provide honest guidance tailored to, and appropriate for, the needs of each individual customer.
  • We never give advice that we are not totally confident in, if a member of our team doesn't know the answer to your question they will find out, or pass the enquiry onto a colleague who does.
  • Our e-commerce team maintains an informative website with detailed product descriptions and links to customer reviews, blogs and our Soundboard forum.

Respect our Customers and their Constructive Feedback

  • As a family business we believe in the traditional values of courtesy, respect, honesty and transparency in all our dealings with customers.
  • We listen attentively to our customers in order to fully understand their needs.
  • Customers with a problem can understandably get emotional on occasions; we will always empathise with your situation and ascertain the most appropriate solution for the individual issue.
  • We actively encourage and value customer feedback, accepting that it is the only true way to measure our performance and ultimately improve the service we provide.

Make Every Customer Feel Valued and Important to Us

  • Customers are the most important aspect of our company, without them we do not have a business and we therefore value them highly.
  • We treat each customer as an individual because there are no ‘one size fits all’ solutions, so our dealings with you must reflect that.
  • If we make you, the customer, happy then hopefully you will return, ensuring a sustainable business ongoing for the benefit of both of us.
  • If you feel you could not have received any better service then we have achieved our objective.

Always Communicate Clearly, Accurately and Promptly

  • We understand that good communication is the key to satisfied customers.
  • Responding to all customer enquiries in a timely manner, and not keeping you waiting any longer than is reasonable, is one of our top priorities.
  • All information given will be clear and accurate from the very beginning.
  • We log all meaningful customer contact for future reference.
  • Our staff will be professional, positive and polite in all forms of customer communication.

Never Avoid Responsibility, Take Ownership and See Things Through

  • Our team take full responsibility for their individual enquiries and wherever possible see them through to conclusion.
  • We will not pass customers around departments unnecessarily but give them a single point of contact that they can trust to handle their request from start to finish.
  • Promises are always followed through, if we say we will do something, we will.
  • Owning a problem shows that we care and will hopefully reflect positively in your perception of our business.

Smooth Transaction from Start to Finish

  • We stock an extensive range of high quality products that are competitively priced.
  • A range of ordering options and payment methods are provided to suit our varied customer base.
  • We offer a reliable delivery service with a choice of time specific options and full, step by step order tracking where appropriate. 
  • Our ‘No Quibble’ returns policy offers peace of mind for all customers.
  • Industry leading after-sales care will be provided by our dedicated Customer Support team.

Our team is dedicated to delivering the Normans Customer Promise but if you feel that we have let you down in any way and not fulfilled this promise we want to hear from you. Please email your grievance to promise@normans.co.uk and a member of our management team will respond personally to your feedback.




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