Palace Chemicals aims to support its customers by offering products in its market sectors of the best possible quality to enable them to deliver successful projects.
In this article, Angela Baxter, quality & sustainability manager, and Nick Bratt, national technical sales manager, about the work they do in providing quality and support to their customers.
Palace aims to achieve excellence in all areas – product development, logistics, sustainability, as well as marketing and after sales service. Many of the company’s sales, it says, are as a result of recommendations. Reliable consistent quality and support are at the core of these recommendations.
“Consistent quality is one of the most critical factors that influence customers’ decisions,” says Baxter. “Our automated manufacturing and BSI accredited quality control processes ensure a high level of consistency which our customers know they are able to rely on.”
As quality and sustainability manager, Baxter’s role is to lead quality across all departments, which the company says is an approach quite different to many manufacturers. “Quality involves every aspect of our business functions and managing quality extends beyond the manufacturing process. Our logistics and distribution offerings form part of our commitment to quality and support, all of which is underpinned by an unrivalled investment in sustainability across our business.
“Building a quality culture which our entire team have bought into, regardless of their role in the business, is something that I am proud we have achieved here at Palace,” says Baxter. “And we are always looking at how we can do more.”
Consistency of quality, support and service is said to be helped by the longevity of the team at Palace Chemicals, with an average length of service of over 21 years across the entire business. This consistency is reflected in how the company continues moving forward in a coordinated fashion, delivering innovation, quality and customer service.
Nowhere is quality and support more important than in the contract and specification sector, according to Nick Bratt. The focus on quality and support is constantly being driven up the agenda in this sector, Bratt says, due to market trends and customer requirements.
“The market is moving towards more accountability for manufacturers and installers,” he says. “Since Palace is one of only a handful of adhesive manufacturers who have RIBA-approved CPDs, NBS M40 specification writing capabilities and products on NBS Source, we believe we are well-placed to meet market requirements and support all stakeholders who work with us.
“Sustainability is a key driver for the contract and specification sector at present. We have a number of products that champion this, for instance Extra-Lite – which gives double the yield, with half the weight and contains 40% recycled content – a high performing product that can contribute to the sustainability credentials for a large number of specified projects.
“There has been significant investment in both the national sales and technical departments over recent years. My role is to work with both departments, ensuring we deliver a strong commercial and technical offering to the market, supporting our customers pre- and post-specification.”
Keeping up with the changing regulatory environment is an important challenge for suppliers in all sectors, but especially in the commercial specification market.
“The research and development investment and effort at Palace is above what I have seen elsewhere so far in my career,” says Bratt. “This means that we have some truly innovative products which save time, money and offer significant sustainable credentials a specifier, developer or contractor could ask for. In our market, quality, price, service and innovation are the cornerstones of a successful business and these are key values here at Palace Chemicals.
“We offer a full service in the specification market. We aim to produce a detailed specification within two working days, and we will attend site to offer solutions or demonstrate our products. We aim to be a partner not just a supplier.”
www.palacechemicals.co.uk
