Why Customer Service Is Key To Success
If you work in the landscaping industry, you’d be hard pushed not to have heard of George Davies Turf.
From its iconic fleet of red lorries to its unique, personable team who make up the George Davies family – its dedication to the customer experience and passion for giving back to the landscaping industry has helped it to secure five customer service awards in the last year including the prestigious BALI Supplier Exceptional Service award in 2023.
Owner George Davies is an advocate for supporting others too, not only sharing his insights with likeminded people, but encouraging his people to take time to further their own learning. Through various investments and activities, he has donated over £12,000 in the last year to local and national charities and sector specific projects and events including: Macmillan Cancer Support, Princess Poppy’s Campaign, DIY SOS and the Chelsea Flower Show.
The George Davies Turf Story – from one-man band to a multi-million-pound business
2003 – George Davies Turf was born – based in Olney, George Davies worked solo to sell, load and deliver rolls of turf across the Midlands and London.
2004 – George Davies Turf began selling bagged products such as topsoil and landscaping bark.
2010 – George Davies invests in state-of-the-art machinery, a new premises in St Albans and drivers and support staff who encompass the business values of: honesty, reliability and quality.
2012 – George Davies Turf converts an old barn on the farm to be used as the main office.
2016 – George Davies Turf partners with Millboard Decking to offer a high-quality, non-slip and easily maintained solution to customers.
2017 – Recognising an increasing demand for artificial grass, George Davies Turf conducts extensive research to find an environmentally friendly supplier.
2020 – A partnership with British Sugar TOPSOIL increases George Davies Turf’s offering of larger topsoil quantities via loose loads.
2021 – George Davies Turf celebrates 21st birthday with its team of 19 and adds fencing supplies to its portfolio.
2023 – Increased demand leads to an extension of delivery boundaries to cover a wider geographical area from each depot of 55 miles. Keen to move away from artificial options and provide a more environmentally friendly and natural/plastic free solution its wildflower turf is launched.
2024 – With a team of 27 and five customer service awards under its belt, George Davies Turf takes over St Albans Stone to add natural sandstone and porcelain to its product offering.
So, what’s the secret to their success?
George Davies says: “From our vision – ‘To have a positive impact on people’s lives’, to our mission of ‘Going above and beyond for the landscape industry’ we embed our values in everything we do and work hard to maintain long-term relationships with our customers and suppliers.
“We reply to every review, send hand-written Christmas cards and produce our own videos featuring industry top tips and advice.
“This human contact coupled with our reputation for quality, honesty and reliability has resulted in us being affectionately known as ‘The Landscapers Choice’ and delivering 1.4 million rolls of turf to 35,000 gardens a year.
“Using our own fleet of lorries and experienced drivers gives us complete control over the timing and scheduling of collections and deliveries.
“We have invested over £1.1m into our vehicles, enabling us to honour our two-hour delivery slots; a timeframe critical to maintaining the short shelf life of fresh turf and this year, we have already delivered 98% of orders ahead of time.
“We listen to our customers and gather feedback at every touchpoint, from order to delivery, enabling us to continually review our approach and adjust our product range and systems.
“Our staff are supported and celebrated for their individual strengths and personalities and given the opportunity to grow and develop in their roles.
“I actively encourage family to join in on social events and we are proud to have created a family-run business where people feel valued and respected.
“Since taking over St Albans Stone and moving into the natural sandstone and porcelain market, we have been able to provide even more choice to our landscapers, showcase what we can do on other products and continue to provide an exceptional level of service.
“Our customers can now enjoy a complete one-stop-shop of landscaping products, backed up by an unrivalled experience and exceptional quality.
“Looking ahead we will continue to work with suppliers to look at alternative turf sources which are better for the environment.
“We already guarantee naturally produced turf without the use of harmful plastic reinforcing mesh, but we’re also looking into the first ever plant-based netting option. Our ultimate goal is to use 100% natural materials by 2026.”
To experience their award-winning customer service first hand, visit George Davies Turf or call 01234 603 266.