In line with its service-intensive business model, SteinBuild has a formalised customer service programme across each of its stores. Its relationships with the contractors and artisans who comprise its base of approximately 10 000 active professional customers is monitored interactively, while end-consumers are surveyed through questionnaires.

Going forward, the division will roll out the Art of Service initiative across all stores. SteinBuild has invested heavily in building its brands. All stores are managed on a consistent ERP system which consolidates the stock files across all three brands. Delivery to SteinBuild’s 59 stores is provided by suppliers for the vast majority of products while imported products are distributed from three central warehouses.