We asked one of our Customer Service Team, Fabilha Rodosy, what it's really like offering our customers the care that they value. They not only tell us that they value it, but carry on being regular customers. So we think that team members like Fabi really count. She has recently left us to start her PhD in the USA and we hope you enjoy the insight she gives us here. She's already missed and we wish her lots of luck.
Being on the forefront of the Curious Side of Customer Service
At ParkerBrand, whether you're sizing up a tool before you buy or staring at it afterward wondering which end does what — don't worry, we've got your back. Our crew supports customers from their first click to their final fix, jumping in with speed, clarity, and a healthy dose of grit. Below we'll look at what that means ay to day, that means:
Answering pre-purchase questions, unravelling an unusually creative one like, “Can your 52cc Earth Auger drill through bedrock, and if so, will it disturb the ancient spirits beneath my garden?”. Or (and this is a real one) “Can your 24L air compressor be used in a dental lab setting to power precision air tools?”
Whatever it is, rest assured we won’t leave you hanging. Even if a full solution takes a bit of digging, a little “we’re on it” goes a long way. And to set the record straight — no, it won’t drill through bedrock, and no, we won’t be held liable for rousing any ancient spirits. Though we might suggest a sage stick… just in case. As for the air compressor, ours is more suited to inflating tyres and tackling DIY projects than polishing pearly whites.
No Delivery Drama
We like to think of carriers as the friendly middlemen - when it comes to getting your tools from our shelves to your sheds. We work with some of the best carriers in the game. But until robots start running the entire delivery network with the precision of a Swiss watch, the odd hiccup is bound to happen. Tracking down parcels that have taken a detour or a tool that’s had a rough ride, carrier investigations are no walk in the park. They’re thorough - so it helps us get to the root of the problem without jumping through too many flaming hoops.
That said, it takes a fair bit of chasing on our end to make sure the gears keep turning — phone calls, follow-ups, and the occasional sternly worded email (with just the right amount of British politeness, of course). And hats off to our customers! Most of them show the kind of patience you’d expect from a monk. It’s this shared resilience that helps us get things sorted quickly and keep your garden projects ticking along.
Tech Help Made Simple - And Made Human
To err is human, and since these machines are made by humans and used by humans, it’s no surprise we sometimes get questions like, “Why won’t it start?” or “Where do these wires go?” After all, even machines have their off days - and people too. But fear not, we are here to offer technical guidance (often with a side of reassurance). Sometimes the fix is easy- sending over a quick instruction video, a helpful screenshot from the manual, or a page from the spares catalogue.
Other times, it’s a bit more complex and needs the magic touch of our technical department. We do rely on a little teamwork from the customer’s side to get to the root of the problem. A photo or a short video clip showing the issue can often speak volumes- it’s the difference between playing a guessing game and getting straight to the point.
In most cases, our customers are cooperative - the kind who make our day a little easier! But every now and then, we come across someone who’s a bit less tech-savvy- and that’s where the real adventure begins. I’ve personally guided customers like a virtual sherpa, through how to film and send us a short clip. Yes, it takes time, and yes, it sometimes feels like teaching someone to juggle over the phone - but the payoff is worth its weight in gold. Because at the end of the day, if it means turning frustration into relief, and a happy customer with a humming machine- well then, that’s a win in our books. After all, we’re not just here to sell tools, we’re here to stand by them. We care. We communicate. We collaborate. And we do it all with the energy, know-how, and determination that makes ParkerBrand’s customer care a little different- and a lot more human.
Fabilha Rodosy, August 2025
