Consistency key to hardware store Shop Local win

CONSISTENCY has earned a Shop Local Geelong Customer Service Award for Fagg’s Mitre 10, according to the company’s boss.
Chief executive officer Mark Edmonds welcomed the monthly award for the local hardware chain’s South Geelong store.
He revealed the secret to Fagg’s success was a customer service training program that Mayor Keith Fagg initiated when he ran the business.
“Each person who joins the organisation goes through the same session with me,” Mr Edmond said.
“The reason we do this is to ensure the consistency of delivery in customer service – there’s always that consistent message to every staff member. We do updates as well.”
Mr Edmond said Fagg’s was rapt to win the April award.
“We work hard to ensure we provide the best service, so when we win an award it’s a great celebration for the staff.”
Customer Mary Suhan, of Herne Hill, nominated the store for having “the most friendly and helpful” staff.
She noted the consistency of service.
“Nothing is too much trouble for them (and) there is not one that isn’t the same,” Ms Suhan wrote.
“I said to one employee how helpful everybody was and she said, ‘the bosses wouldn’t have it any other way’.”
The customer service award is part of the Independent’s Shop Local Geelong campaign, encouraging shoppers to spend locally rather than online or out of town.
Winners receive acknowledgement in the region’s highest-circulating newspaper, a $1000 advertising package covering the Independent and its EasyFinder business directory, and a complimentary Geelong Chamber of Commerce membership.
Nominations, including the sender’s name, address and phone numbers, should say in 50 words or less why a trader deserves to win.
Send entries to: email, editorial@geelongindependent.com.au, mail PO Box 407, Geelong, 3220; or fax 5249 6799.