Enhancing customer experience through teamwork
At Weber, we believe that teamwork is the key to transforming challenges into opportunities. Recently, a simple request from a loyal customer for a single bag of render turned into a groundbreaking mission that exemplifies our commitment to empowering young learners in the construction industry.
Katie Morris, our dedicated Customer Experience Improvement Executive, took the initiative to source the necessary materials for the customer’s chimney repair, offering them free-of-charge for next-day collection. During this interaction, Katie discovered that the customer’s plasterer, Wayne, a former tradesman turned educator, was interested in incorporating render products into a teaching programme for construction skills in underprivileged areas.
“I saw an opportunity to better understand the specific products, quantities, and opportunity to support Wayne, particularly how Weber could assist in bridging the skills gap in construction,” Katie explained.
Recognising the potential to support, Katie organised a “play day” on June 2, where she, along with Marc Jackson (Technical and Resolution Manager) and Stuart Owens (Application Manager), would meet with students to demonstrate Weber products. During the play day, the Weber team will highlight the consequences of poor workmanship using real-life examples, illustrating how substandard work can lead to dissatisfaction, costly repairs, and reputational damage.
Wayne expressed his excitement, stating, “I’ve been in construction all my life, but this work has been life-changing, not just for me, but for the kids.” His journey into education began two decades ago when he fought to keep his hometown school in Partington open. Since then, he has established a thriving construction programme, The Dean Trust, dedicated to equipping young people with the skills and confidence to succeed.
“Learning with a product fosters loyalty,” Katie emphasised. “But more importantly, it creates opportunities, something Wayne has been fighting for his entire career.”
Weber is proud to be part of this journey, creating meaningful experiences for the students and enhancing the overall customer experience with our products and brand.