Customer Experience

The Reality:
“Our customers can get along without us. We can’t get along without them.” And we should constantly remind ourselves of this fact. When a customer has a demand, we must act with a sense of urgency to make sure they are delighted.

Moving Heaven & Earth:
We must do everything possible to make it a pleasure for customers to deal with us. We should be renowned for providing legendary customer service. Happy customers tell others and there is nothing more powerful than word-of-mouth.

Surprise & Delight:
We must not be satisfied with simply meeting our customers’ expectations. We must aim to exceed them every time and remember when we do, it soon becomes the norm. The customer should always be pleasantly surprised by our responsiveness to their needs.

Whatever It Takes:
We must never let a customer down - whatever it takes. A customer complaint should cause ructions throughout DFP. Customer complaints must be dealt with immediately and the customer kept informed at all times.  We need to make certain of a 100% satisfactory outcome.

Never Content:
We must constantly question the way we do business - never content. Always listening and finding better ways to satisfy the customer.

Quality, Quality, Quality:
DFP must deliver world-class quality - every time. Quality not just over the entire range of products that carry the DFP name, but in all aspects of doing business. From our suppliers to the services we offer and ultimately the way we deal with our customers. This quality must be consistently good, so that customers then know what to expect and indeed should demand.

Hard Working, Talented People:
We must only employ the most exceptionally talented people. Equally important, they need, through their attitude and behavior, to be able to deliver DFP's vision and brand values.

Teamwork:
We must all work together to create a culture of delivering outstanding customer satisfaction. There can be no ‘us and them’ attitude anywhere. We must pull together to solve problems as quickly and as easily as possible. The customer must always come first.

The DFP Difference:
When customers think of DFP, they should instantly think of people that are positive, friendly, enthusiastic, knowledgeable, passionate, helpful, honest, versatile, hard-working, innovative and dynamic. Never arrogant, never rude; treat the customer just like you would expect to be treated yourself.

Customers For Life:
Customers should be treated with the type of care reserved for someone special. We shouldn’t take our eye off them for a moment, constantly checking to see how they are getting on and not waiting for them to call us. Only then will our customers remain loyal.