KPH Customer care
For KPH, our reputation for manufacturing quality horseboxes is only surpassed by our unwavering commitment to customer care, which Janet, Russell, and I insist on providing for every customer. Each team member not only delivers the very highest level of workmanship for our quality horseboxes but also offers the highest level of customer care. No detail, however small, is too insignificant. From the office to the workshops, our dedicated team is here to assist customers. They make us exceptional, and we cannot emphasise enough the pride we have in them and in all our horseboxes.
Phone Calls
During working hours, Janet, Russell, and I are always available for questions. Outside of working hours, I provide each customer with my mobile phone number. I always answer calls promptly, and on the rare occasions that I miss a call, I return the customer’s call as soon as possible.
Our goal is to respond to each email as it arrives, usually within minutes. The only exception is quotations, which can take days to work out depending on the complexity of the request. This unwritten rule extends beyond working hours; we still reply to emails late into each day.
Social Media
We post images on social media daily and answer questions as they arise.
Horsebox Advice
To be as helpful as possible, I have written informative articles on many horsebox topics, hosted on a dedicated page on our website. At the bottom of that page, there is also an “Ask Kevin for Advice on Horseboxes” section where you can ask me any questions, and I will respond promptly.
Rounding Up
Customer care is as important as our stunning horseboxes, starting from first contact. We can confidently say that replies to queries are answered in minutes, even during evenings or early hours—seven days a week! For visits, we welcome customers to tour the site, visiting each building and department to see all stages of manufacture. We believe in transparency and want our clients to witness firsthand how we operate and the care we invest in each horsebox we build. Furthermore, we believe that spending time understanding the customer’s unique needs and clearly explaining any limitations—along with time spent choosing colours and finishes—is essential for creating the perfect bespoke horsebox that exceeds expectations.
Throughout the manufacturing process, customers are welcome to visit us, and we send build photos and updates. Upon completion, when we hand over a shiny new horsebox, there is inevitably a lot of information to convey to the often-overexcited owner; again, we set no limit on time for this. Once home, we recognize that new questions may arise, so we are always ready to answer promptly.
Customer feedback
As an example of our customer care, the below feedback from Claudia and Jane is typical, and every one of our customers receives this level of commitment from the team at KPH.
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‘Hi Kevin,
Just a quick note to let you know just how happy we are with our 7.5 tonne deluxe Helios horsebox. It has been with us for a few weeks now and has excelled expectations on all levels. The workmanship is superb, and it drives like a dream. Our 17.2h geldings fit in easily … I could add so much more.
I would also like to thank you for your continuous after sales support. As you know, this is our first lorry and there are just so many questions we have! Thank you for your patience and for being available to speak all the time.
Best Regards to you and the KPH Team
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