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At ReAgent, we believe that great customer service is not the job of one team, but rather it’s a shared mindset that runs across our entire business.

Inside our Customer-Centric Approach, as Told by our Team

To bring that philosophy to life, we’ve created a new behind-the-scenes video featuring team members from across the company, sharing how they work with customers every day.

Whether it’s the first enquiry or a complex repeat order, our goal is always the same: to make things easy, transparent, and effective for our customers.

Watch the video here:

Real Voices from Every Department

This new video captures short, open reflections from people across ReAgent, including:

  • John, our Sales Director, explains how we manage new enquiries, set expectations on lead times, and liaise closely with technical teams to get customers what they need.
ReAgent's Sales Director John in a meeting with a customer
ReAgent’s Sales Director, John, in a meeting with a customer
  • Shirley, our Product Development Chemist, talks about collaborating with customers to improve or customise chemical formulations. Whether it’s a better-performing cleaning agent or a unique pack size, she helps translate ideas into workable, compliant products.
Shirley testing products in the ReAgent lab
Shirley testing products in the ReAgent lab
  • Darren, our Technical Director, shares how we tailor processes to meet strict industry-specific quality standards, and what we do differently when customers come to us after sometimes poor experiences elsewhere.
Darren giving a factory tour
Darren giving a factory tour to ReAgent customers
  • Jo, our Finance Director, highlights the importance of communication and flexibility when supporting growing businesses, including working through credit terms and adapting to customer needs.
  • Chris, our Warehouse & Logistics Manager, shows how operational details like pallet size, wrapping specifications, and haulier coordination can make a big difference to customer satisfaction.
  • Kyle and Kerry, from Sales Admin and Customer Service, describe how they stay accessible and proactive by responding quickly to queries, chasing deliveries, and always keeping our customers informed.
Kerry on the phone to a ReAgent customer
Kerry on the phone to a ReAgent customer

A Partnership Approach to Every Project

The video also touches on what makes ReAgent’s approach unique. As a family-owned business, we treat customers as partners. We invite them to visit our facility, collaborate openly on challenges, and work with us to develop solutions that improve their operations.

Whether you’re placing your first order or managing a complex supply chain, our teams go beyond transactional service to build long-term relationships based on honesty, trust, and technical excellence.

About the author

Jessica Clifton

Director

Jessica is a Director at ReAgent and leads a variety of growth projects. She has an extensive background in marketing, and has worked in the chemical manufacturing industry since 2019. When she’s not writing articles for ReAgent, Jessica can be found on a run, in her campervan, building LEGO, or watching Star Wars.
View all posts by Jessica Clifton

Disclaimer

All content published on the ReAgent.co.uk blog is for information only. The blog, its authors, and affiliates cannot be held responsible for any accident, injury or damage caused in part or directly from using the information provided. Additionally, we do not recommend using any chemical without reading the Material Safety Data Sheet (MSDS), which can be obtained from the manufacturer. You should also follow any safety advice and precautions listed on the product label. If you have health and safety related questions, visit HSE.gov.uk.

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