Good customer service goes far beyond answering emails, taking phone calls or resolving issues. In construction in particular, more often than not, it can be the difference between a project staying on programme or falling off track, resulting in costly delays.
 
We all know too well the pressures facing our industry: tight timelines, complex supply chains and rising stakeholder expectations, amongst others. With those pressures only set to intensify, customer service has evolved to become an integral aspect of successful project delivery.
 
The ability to access the right information right when it's needed, secure dependable supply and receive responsive support helps teams maintain momentum from concept and specification, through construction, and beyond.

Beyond the products

When selecting masonry, be that bricks or walling products, the natural focus for specifiers and contractors is understandably on factors such as aesthetics, technical performance and compliance. 
 
But the reality? Even the best product spec can only deliver value if it is backed by reliable service throughout the project. 
 
Because ultimately construction teams are not just buying products, they're buying certainty. And at its core, that is exactly what a great customer service team delivers in droves: confidence that materials will arrive when promised. That they're available in the quantity needed. That technical support is accessible when it is needed.
 
This is where customer service plays a vital role, providing the reassurance and responsiveness that is key to maintaining confidence throughout the build process.
 

"It's all about making things easier for our customers. Whether it's helping with availability queries, sourcing technical information or coordinating deliveries, our role is to provide the support customers need to keep their projects progressing without a hitch."

Customer Service Advisor – Clare Scott

Keeping momentum throughout the project lifecycle

As projects progress, customers often require support across multiple stages. That might mean assistance with material selection and specification guidance at the outset or coordinating deliveries to align with changing site programmes further down the line.

The support required at the start of a project is likely not the same as the support required several months later. As priorities chop and change and new challenges appear, having access to knowledgeable and responsive customer service makes all the difference.

We all know that the path a construction project takes is rarely linear as designs evolve: timescales shift, priorities change, delays elsewhere on site can create knock-on impacts that affect multiple trades and suppliers.

The most effective customer service teams understand these realities inside out. Rather than operating as a siloed function, they become an extension of the wider project team, helping customers adapt to changing circumstances and resolve issues quickly.

"No two projects are the same and things don't always go exactly to plan on a construction project. Dates change, priorities shift and unexpected challenges come up. Our role is to stay close to the customer, understand what's changing and help find practical solutions that keep things moving."

Customer Support Manager – Andrew Butcher

Stronger together

Successful projects are built on strong relationships as much as strong products.
 
Obviously, products, technical expertise and reliable supply all matter – but equally important is knowing the people you're working with and being able to pick up the phone when you need support.
 
Every project is different, each coming with its own challenges, priorities and pressures. But by working closely with specifiers, architects, developers, contractors and merchants, customer service teams can better understand what's needed and respond accordingly.
 
That understanding helps conversations happen earlier, issues get resolved before they multiply, and projects run more smoothly. It also builds the trust that turns one-off enquiries into long-term working relationships.

"The best part of the job is getting to know our customers and understanding what matters to them. Once you build those relationships, you're in a much better position to help, whether that's answering a technical query, finding a solution to a problem or simply making sure things happen when they need to."

Customer Service Agent – Aaron Platt

The value of local manufacturing

Customer service is strengthened by the capabilities that sit behind it.
 
For Marshalls Bricks & Masonry, 100% British manufacturing is a key part of the service offering. With materials produced close to the regions where they are most commonly used, customers benefit from reliable supply, efficient delivery and reduced transport distances. Combined with established supply networks supported by 200+ HGVs and dedicated project support, this helps provide greater certainty throughout the project lifecycle.

"Customers want confidence that products will be available when they're needed. That's why the close relationship between our manufacturing, logistics and customer service teams is so important."

Customer Support Manager - Charlene Whittock

Supporting the next generation

Customer service is often associated with helping customers solve immediate challenges. But at Marshalls Bricks & Masonry, its impact extends much further.

The long-term success of the industry depends on a skilled workforce capable of delivering the homes, schools, hospitals and infrastructure of the future – and that’s why, through partnerships with colleges and training providers across the UK, we’ve donated thousands of bricks to support practical learning opportunities for student bricklayers and apprentices.

Providing real-world materials helps learners develop hands-on skills and gain confidence in preparation for a career in construction. Because the projects of tomorrow rely on the people learning their trade today.
 

"Whether we're supporting a customer on a live project or helping students gain hands-on experience with our products, the goal is the same: helping people build confidence and succeed."

Customer Services Team Leader - Natasha Macro

Recognising the people behind every project

During Customer Service Week, there is no better time to recognise the individuals who support customers every day across the construction sector. Their work may not always be visible on site, but their contribution is felt throughout the project journey.
 
After all, behind every successful project are people working hard to keep it moving.