We take a look behind the scenes with Ridgeons’ Royston Branch Manager, Gwen Bergius. In a male dominated industry, Gwen has risen through the ranks, having been identified for the branch manager role whilst undertaking Ridgeons’ own Graduate programme. Here she gives an insight into life at the East of England’s biggest independent timber and builders merchants.
What is the working environment at Ridgeons like?
“It’s a happy, positive atmosphere, where we have a high level of team support. We work hard as a team and this certainly reflects on the service we provide our customers with.
Our customers value that the team provides such efficient support and a tenacious dynamic. Word-of-mouth works wonders in the construction industry and for us positive feedback about our branch is a reward in itself.”
How does your sales team engage with customers?
“Every branch’s team has the same mission; to be our customers’ preferred supplier. We ensure that our customers get a superior service from us every time they visit. Any sales team member could simply sell customers what they’ve come in to get, but at Ridgeons we have a genuine interest in our customers’ projects. We take an inquisitive approach and go the extra mile to ensure that we have supported the customer. For example, we have specialists in specific areas who our customers find to be a great resource to provide advice on product selections and help them find solutions to any problems that may arise throughout their projects.”
How do you successfully build connections with your customers?
“By gaining knowledge surrounding their project we are able to provide customers with the materials that are right for the job. Customers leave satisfied, knowing that they can rely on us to provide them with an educated, transparent answer every time.
We cannot answer every question instantly, but we will always work to find out the answer and feed it back to them. We are approachable and straightforward in all our dealings with customers which is appreciated.
We are fortunate to have loyal customers who have been buying from Ridgeons for decades. We have dealt with different generations of families over the years, and we are proud to be their merchant of choice.”