Providing customers with support – whether it’s technical, practical or product knowledge – has always been a vital element of the Coastal approach. The quality of that support – in addition to the quality of our door and window hardware solutions - is something customers often comment on and Coastal team member Roger Phillips is an excellent example of that approach.
Before jumping the fence and joining Coastal’s highly experienced and knowledgeable Customer Services Team in 2016, Roger spent over 30 years in the joinery trade. From indentured apprentice Cabinet Maker he built his career leading him to roles as joinery firm manager. It is this breadth of knowledge and real understanding about the industry that our customers are able to tap into and benefit from.
Roger’s time is spent helping customers – whether that’s over the phone or out on site – drawing upon his experience to help customers with any issues, problems or questions they face.
“The beauty of working here at Coastal is that our aim really is to help our customers and having been in the industry all my adult life, I’m able to understand a lot of the issues they face. I went straight from school and became an apprentice cabinet-maker and have spent the last 30 years in the industry running workshops and teams and also specifying a wide range of hardware.
“It’s great to be on the other side of the fence, as it were, as that background and understanding about products, processes and ways of working, combined with the experience of the other members of the Customer Services team is there to help customers, which in turn helps them deliver better solutions to their customers,” said Roger.
“The role is a really varied one, from helping customers with any technical issues they are facing to talking them through our new products, highlighting the benefits they deliver. As a company we are continually innovating to stay ahead of game and be at the forefront of the industry with state-of-the-art solutions. So it’s great when people call in and you start talking about just what our hardware solutions can do, and you can hear and see customers really buying into them,” he added.
Understanding the needs of the customer is vital at Coastal. Rather than just sell door and window hardware we like to go the extra mile for our customers by discussing their specific projects with them and offering the best solution to meet their needs.
“I think that’s often when the experience in the team comes to bear. Joinery firms have been my life for the past 30 years before joining Coastal, so to be able to really understand some of the key issues and talk practically about how our products can bring real benefits is great,” said Roger.
In fact Roger has also become a key part of the Research & Development and new product innovation at Coastal.
“When the team are coming up with new ideas and prototypes for hardware solutions we’ll sit down and look at them from the practical joinery perspective to make sure we are covering all the bases, which again is a part of the job I really enjoy, he said.
Roger’s advice to any of Coastal’s customers – don’t hesitate to get in touch with the team to discuss an issue, problem, technical enquiry or interest in any of the latest products, to get the inside track on how they can help.
“We are here as a resource for our customers and would encourage them to pick up the phone or email us whether they have a problem, technical issue or are looking for a new solution or product. It’s great to be able to help customers and make a difference,” concluded Roger.
To discuss your requirements, contact our Customer Services Team on [email protected] or 01726 871 025.
Contact Your Area Business Development Manager...
Charles Davies - North
Russell Clear - South