When we moved to Gloucestershire, we spent 7 years building our own home and in all that time, I could probably count on one hand the number of good companies and traders we have worked with. I never thought I’d see the day that I would have anything good to say about customer service in the building trade- until now that is. Thanks to today’s guest, we have a beautiful decking area, perfect for lots of Lady Janey entertaining! Please welcome to the sofa, Nick from George Bence & Sons Ltd, Cheltenham.

Hi Nick, please tell me about your company and its history

We are a local, family run, independent builders merchants which have been trading for over 160 years.  We offer a large range of building materials to both trade and DIY customers from four sites based in Cheltenham and Bouton-on-the-Water.  We can supply products and materials to suit any size project, from small DIY jobs to new builds. 

Our fabulous award-winning showroom Obsidian, showcases the best in kitchens and bathrooms from the world’s top manufacturers and state-of-the-art technology. With our large fleet of trucks, from vans to six-wheel crane lorries, we can deliver to almost any address within 30 miles of Cheltenham.




Why is good customer service important?

Good customer service is important as it helps build on going relationships with our customers, we value repeat customers so encouraging customer loyalty through good customer service is very important to us.

How would you rate the quality of customer service you deliver and why?

We would rate our customer service highly, although (as with any company), we are continuously learning how to improve the quality we offer. 



How do you deal with any complaints?

Dealing with a complaint is a crucial part of customer service so our main priority is always to help our customers by resolving any problem as quickly as possible.  Any complaints in relation to the service someone has received is always addressed with the correct department or staff member and investigated.   If necessary, we review our procedures to improve the level of service we provide.  Any issues with products are usually invested by examining the item in question and, if necessary, contacting the manufacturer or supplier to help resolve the problem.




How do you encourage customer loyalty?

Along with our large stock offering and competitive prices, we also have a great rewards scheme which our credit account customers can sign up to and voucher reward scheme available for cash card customers.

 Why should people choose you as a company?

We are a local company so always come in and speak to us in person (along with phone and email).  Our staff, many who have been working in the building industry for a large number of years, can offer a vast amount of knowledge to customers. 


George Bence & Sons Ltd  


Where can people find you?

You can find us on Instagram and Facebook as well as via our website which has lots of information about what we offer.


It’s been lovely to chat to Nick today. I didn’t realise Bence sold so much! It really is a one stop shop for all your building needs. Definitely worth taking a look!

Until next week, everyone, cin cin!

Lady Janey x

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