Being available to speak to our customers has always been a priority at Brushwood Toys, right from the early days when Paul was building, selling, packing and dispatching all the buildings and models himself. Sinse then we have built up a loyal customer base who know that we take the time to listen to them, responding with quick and practical solutions.
Comments such as "I just want to thank you for the absolutely amazing customer service you provided" and "It is so refreshing to experience such fantastic customer service! You have made our little boy very happy" are an amazing reward for our hard work in trying to respond to all the questions our customers throw at us!
As a company grows it is increasingly difficult to keep the personal touch alive as demands on our time increase. We not only try to be proactive when we identify a problem with an order that has been placed - such as different scales of models on the same order, but we also try to respond to customers questions before they have placed an order at all, such as which scales or brands are best for a particular application.
Our intention is to be available to answer questions, take orders and help in anyway we can whenever we are contacted, whether that be helping with advice on what to buy, tracking an order, replacing broken parts or faulty models. We therefore have a non-commission sales policy at Brushwood Toys, so that customers will always get our undivided attention when contacting us and we will not be looking for that next 'all important' sale to up our pay packets at the end of the month!
It is important to understand that we do not have the resources of companies like Amazon, and as a result many of our processes are manual. Paul and Peter monitor emails, web forms and Facebook 7 days a week at work and at home, trying to respond as quickly as circumstances allow. We man the phones during office hours 5 days a week and are always willing to stop for a chat! Most queries can be answered straight away, but some require more investigation and we will try to make our customers aware of that. We have a 100% response rate on Facebook and will usually answer within a few hours of the message submission.
We therefore hope that whatever questions prospective or existing customers might have about the products we sell or an order received, that they will not hesitate to contact us by phone, email, Facebook or website form, all of which are detailed below:
Telephone: +44 (0)1769 574501 (Mon - Fri / 8.30am to 5pm)
Facebook: @BrushwoodToys or use the Messenger icon bottom right on any of our webpages
Web form: https://brushwoodtoys.co.uk/pages/contact-us-3
We always welcome feedback on how we are doing and have been lucky enough to receive some very kind words over the years, some of which have been recorded on our Customer Feedback page, which can be found by clicking the following link:
https://brushwoodtoys.co.uk/pages/customer-feedback
