Today is ‘Get to Know Your Customer Day’ – something that we’re very passionate about at Prologis. As our customer base continues to expand, we believe it’s important to highlight all the ways in which we go the extra mile to help our customers grow and thrive at our Prologis Parks.
Listening to, and caring about, our customers’ and their people’s values is essential. Our Customer Experience Team goes much further than simply listening; we like to take that extra step by engrossing ourselves with every detail of what makes our customers tick. From helping businesses reach their ESG goals, to going over and above to effectively solve day-to-day queries, we’re there every step of the way.
In order to become a valued partner for customers, and enable their continued success, it’s important to track how the relationship is going. This is where onsite walkabouts and seeing customer environments first-hand, as well as remaining in regular contact with our customers, are essential. We’re always out and about seeing the businesses on our Prologis Parks (sometimes we bring gifts too!).
One of our differentiators is that we look after our customers through their lifecycle in the units and, once settled, we encourage the use of customer care forums to bring everyone together where they can openly discuss their experience of the Parks they call home.
We really encourage collaborative working between customers. Prologis RFI DIRFT, the UK’s largest rail freight terminal, is a great example of this approach working in action. Customers were encouraged to join forces and take part in our Green Travel Scheme, which coordinates lift-sharing between colleagues from different businesses, making it easier for staff members to get to work. Not only does the scheme provide much-needed support in the face of the cost-of-living crisis, it also supports our customer’s sustainability goals.
Celebrating our customers is a huge part of what makes us a valued partner. Whether marking one year or 25, our “Proloversary” events - where we recognise tenancy milestones, can be anything from bringing a cake to hosting 500 employees at a street party (entirely on us). They’re a great way of bringing people together and interact in a less formal capacity.
At the heart of it all, Prologis is a people-centric business, and we want to make sure that not only are our logistics centres providing the right services and facilities for businesses to succeed, but that the people behind them feel valued and welcome. Ultimately, it’s about ensuring that our buildings and locations are excellent places to work.
Knowing your customer means much more than knowing who they are and what they like. It means engaging thoroughly, consistently and being prepared to go the extra mile in order to help them grow and thrive.
Michael Gray, General Manager, Halfords recently provided this feedback which shows how positively our approach is received by one customer:
“From 15 years working with Prologis, I’ve found them to be extremely engaged and supportive of our ambition to be an employer of choice in the local area. We’re in regular contact and have collaborated recently on a full refit of LED lighting and are currently in ongoing discussion about other initiatives to support our ESG commitments. The Prologis team are a real pleasure to work with and we look forward to working closely together for years to come.”