Dedication to customer service delivers industry success for WCF Fuels

WCF Fuels is an independent oil distributor owned by its employees, operating a fleet of around 80 tankers from 12 strategic storage depots.

WCF Customer Service Team

They cover areas such as Norfolk, Lincolnshire, Humberside, Northumberland, Lancashire, and Cumbria.

WCF Fuels comprises four independent fuel brands: Allan Stobart’s, WCF Chandlers, WCF Fuels North East, and WCF Fuels North West. The team have recently been praised for their exceptional customer service.

Charlotte Carratt, Head of Sales and Marketing at WCF, explains how this focus grew from a desire to differentiate in an increasingly commoditised sector.

 Rising to the challenge

In today’s fuel industry landscape, where customers are increasingly price focussed, standing out and retaining loyal customers is no easy feat. However, WCF Fuels has risen to the challenge, setting new standards for exceptional customer service, and leaving a lasting impression on our customers.

Fuel distribution is often perceived as a transactional business, where the primary focus is on delivering the product at competitive prices. However, at WCF Fuels, we firmly believe that true success lies in prioritising the needs and satisfaction of our customers above all else. In an industry where price is a driving factor, we have chosen to focus on building long-lasting relationships with our customers based on trust, reliability, and exceptional service.

What does exceptional service look like?

It’s our unwavering commitment to putting the customer first in everything we do. From the moment a customer contacts us to enquire about our services to the efficient delivery of their fuel, our entire team is dedicated to ensuring that every interaction exceeds expectations.

We understand that in today’s fast-paced world, customer convenience and satisfaction are paramount, which is why we go above and beyond to tailor our services to meet their unique needs.

But providing exceptional service isn’t just about meeting customer expectations—it’s about understanding their needs and pain points.

That’s why we take the time to actively listen to our customers, gathering feedback through platforms like Feefo and using it as a roadmap for continuous improvement. Every review, whether positive or constructive, is seen as an opportunity for us to learn and grow, refining our services to better serve our customers.

Award winners

Our dedication to service excellence hasn’t gone unnoticed. WCF Fuels North West received the ‘Customer Service Business of the Year Award 2023’ at the Lancashire Business View’s Red Rose Awards. Additionally, Allan Stobart Lubricants and Fuels earned the Feefo Exceptional Service badge for 2024, one of only 32 business to be honoured, making this recognition truly exceptional.

WCF Chandlers is proud to have won Feefo’s Platinum Award three years in a row, while WCF Fuels North West has secured it for four consecutive years.

Every member plays a crucial role

At WCF Fuels, our team takes immense pride in the work they do, knowing that each delivery made, and problem solved contributes to our reputation for excellence in customer service. From our drivers who ensure safe and timely deliveries to our customer service team who handle enquiries with care and efficiency, every member of the WCF family plays a crucial role in our mission to provide exceptional service.

But our dedication to customer service doesn’t stop there. We understand that investing in our team is essential to delivering the level of service our customers deserve. That’s why we provide ongoing training and support to ensure that every member of our team is equipped with the skills and knowledge needed to excel in their role. By nurturing a culture of continuous improvement and empowerment, we empower our team to deliver the best possible service to our customers, day in and day out.

As we look to the future, WCF Fuels remains focused on our customers. With a consistently high Net Promoter Score reflecting customer satisfaction and loyalty, we are confident in our ability to lead the way in the fuel industry. By staying true to our core values, we are setting a benchmark for excellence in the industry.

Congratulations to all the team at WCF Fuels. If you have delivered exceptional service that sets you apart from others in the sector then please do let us know about it –

Image credit: WCF Fuels