When a customer from Benfleet, Essex, decided to extend his patio this spring, he dropped in to Alton Garden Centre from where he had purchased the original paving in 2013.
Sadly, he quickly realised that the Kelkay Galaxy in ‘Meteor Black’ he laid back in 2013 had since been discontinued and replaced with a new range of colours and styles.
The team at Alton tried to find a supply of the old product. They asked Kelkay to check if they might have old stock available, but the last of the product had been sold out long ago.
But Martin Butt, landscape manager at Alton Garden Centre and Richard Pyrah, sales director for Kelkay, got their heads together and decided to sort through the archives to find the old product templates and formulations as well as colour swatches and make enough Meteor Black to complete the patio extension.
Pyrah said: "It’s not every day we receive a request like this, but it was important to us to try and help the team at Alton deliver a solution to Mr. London’s problem. We have built our business with customer relations and service levels at its’ heart. I can’t say that this sale was the largest or most profitable we’ll make this year, but it does demonstrate our commitment to our customers. I’m really pleased we were able to help."
Butt said: "It’s a testament to the quality of Kelkay paving that the new product slotted in so smoothly with the original patio. Keeping our customers happy is very important to us at Alton, we want everyone to leave feeling that we’ve gone the extra mile to help them. It’s good to have the full support of our suppliers, like Kelkay, which really helps us deliver on our promise."
Consultant Jane Lawler is now working on business development plans for Kelkay, to launch at Glee on 12-14 September at Birmingham NEC.