We believe it is better to improve 100 things by 1%, rather than 1 thing by 100%.
We believe that we can continue learning to improve our product and servicing offering to our customers. It is not in our nature to sit on our laurels, nor do we believe we do everything right - We want to get better at what we do. We recognise that this cannot be achieved overnight therefore our aim is to develop by small incremental continuous improvements.
We have a 1% Improvement Policy whereby we welcome all ideas from all team members that they suggest on how we can improve the experience we give to our customers. This simple idea has led to many great suggestions some of which we as a business are now implementing.
Here are just a few of the many 1% improvements that have been implemented:
Customer Welcome Packs as suggested by Rob, part of our Driver Team. This is delivered to all new Customers with their first order, it’s bursting with useful goodies and we even offer top-ups! #TopUpTheTin
The Warehouse Team can now view a product image, linked to the product stock code, allowing them to quickly double check what the product looks like to eliminate picking errors.
Our Customer Checklist is a simple but very effective 1% Improvement suggested by one of our Drivers. The list is a set of specific questions that ensures delivery issues are avoided, such as opening times and access restrictions.