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ISO 9001 Quality Management

Award-winning customer service

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Rolawn

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Rolawn celebrates National Customer Service Week

News - national customer service week

1st – 5th October is National Customer Service Week, a week-long opportunity to raise awareness of how important good effective customer service is in any successful business. This year, for the first time, Rolawn will be celebrating the event led by The Institute of Customer Service, with a range of activities that will focus on what goes in to providing high service levels.

Activities will include team building exercises, ‘back to the floor’ for two members of the senior management team to man service department phones and the sharing of a video to show the dynamic nature of Rolawn’s order fulfilment process.

Emily Kirkland, Rolawn’s Sales & Marketing Support Manager, commented, “Delivering excellent customer service is something we are really passionate about, across the business. The dynamic and unique staff at Rolawn have a genuine desire to exceed customer’ expectations and support them in any way we can. And that goes for all departments not just the Customer Services Team. This week is a great opportunity to focus even more on service, identify areas for further improvement and have a bit of fun too!”

Rolawn consistently achieves a product and service success rate in excess of 98%, which is independently audited as part of our Quality Management system (ISO 9001:2015) with Rolawn also being awarded the Feefo Gold Service Award in February 2018, for the second year running. Feefo is a fully independent organisation that can be used by companies to gather genuine unaltered feedback from their customers. All online Rolawn consumers are invited to provide feedback – good and bad! This is used to measure success rates, amend processes and to identify staff training and mentoring needs.

You can meet the team behind Rolawn’s award-winning service at www.rolawn.co.uk/about-rolawn/meet-the-team.

Photograph: Emily Kirkland, Sales & Marketing Support Manager (front left) with Rolawn’s Customer Services Team (L to R) Sarah Milburn, Andy Swann, Rebecca Whiteley & Helena Ireland

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Important update: Temporary 6.5% surcharge effective 7 April 

At Rolawn, we are committed to maintaining the high standards of quality and service our customers expect, so we want to be open with our customers about a change that will affect pricing from Tuesday 7th April. 

This decision has been taken in response to disruption to energy supplies, which has led to significant increases in wholesale prices, affecting not only fuel and fertiliser but also costs throughout our wider supply chain. As a business that relies heavily on fuel for both transport and operations, these sustained cost pressures have become increasingly difficult to absorb.  

While we have worked hard to mitigate the impact, the scale and pace of recent price increases have now exceeded what we can sustain internally, and we therefore need to recover a proportion of these externally driven increases. 

From Tuesday 7th April, a temporary 6.5% surcharge will apply to all products.  

We know that any increase in price is frustrating, particularly at a time when many businesses and households are already feeling under pressure. That is why we want to be clear that this is not a decision we have made lightly, and not one we wanted to make. It has been introduced solely to help offset unavoidable cost inflation and allow us to continue delivering the quality, reliability and service standards associated with Rolawn. 

We will continue to monitor market conditions closely and will review this surcharge as soon as circumstances allow, providing reasonable notice of any changes. We recognise that any price increase is unwelcome, but this step is necessary to ensure the continuity and reliability of our operations during a period of ongoing uncertainty. 

We remain committed to providing the quality, reliability and service standards you expect from Rolawn, and we truly appreciate your understanding and continued support. 

If you have any questions, please contact our customer support team who will be happy to help.