Customer Leading

We actively seek to understand market trends and what our customers’ want. We use this deep understanding to improve our products and services and to offer customers exactly what they need – often before they even know they need it.

We have a huge breadth of customers, from home owners and people in the trades to group home builders, developers. We also work with major infrastructure providers including councils, governments and private and public partnerships. From the smallest grain of sand to projects of great scale, we make, deliver and build to improve infrastructure, build communities and strengthen economies.

"Without customers, we don’t have a business – it is as simple as that. Being customer leading is about being ahead of the game for our customers every single day. It’s important to me that all Fletcher Building employees understand the impact they have on customer satisfaction.

No company can get it 100% right all the time and it is the individual interactions customers remember. They may remember exceptional service and they may remember poor service but customers never forget when you got it wrong and then made it right.”

Mark Adamson, Chief Executive Officer and Managing Director

No matter the customer, our overarching priority is to ensure we have an in-depth understanding of their needs and market trends. We use these insights to improve our products and services and we seek out digital solutions that create customer advocacy and increase operational efficiencies.

"Formica leads the industry in designs and product development, they deliver with excellence against all of our service requirements and finally Formica sales support is outstanding with both our everyday needs and special project development.”

Oscar Bastias, Chapas y Herrajes BASA (Mexico)

It is the business units that own customer relationships and each has specific plans in place to deliver value. Their work is supported by the Sales and Marketing Centre of Excellence. This team provides global best practice strategies, processes and tools and works alongside the business units to support the execution of positive change. Fostering a culture of being customer focused and insight-led has delivered win-win solutions for us and our customers. 

"To see a company of PlaceMakers’ size have so many stakeholders who are truly engaged with their service promise and culture is truly motivating.”

Reon Paterson, Renovation company Smith and Sons Managing Director (NZ)

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"From the first time we met with Paula and the team at Fletcher Living, they were all very informative, honest, polite and full of positive energy. Along with the amazing packages they have for first home buyers, we knew we were making the right decision to buy with Fletcher Living. We love our new home and the community created by Fletcher Living.”

Jamie & Emma Cox, pictured above, home at Awatea Green, Canterbury (NZ)