Q: In your view, what factors have contributed to your organisation’s recognition for customer excellence?

A: Several factors have contributed to The Fab’s rank in customer excellence.

Firstly, our unwavering commitment to quality has been pivotal. From the finest ingredients to skilled craftsmanship, we ensure that every product made in our state-of-the-art factory exceeds customer expectations.

We are an ISO 22000, HACCP (hazard analysis and critical control points), GMP (Good Manufacturing Practices) and halal certified company. We’re committed to keeping the standards high so that we never compromise on quality.

A customer-centric approach is ingrained in our company culture. We place a strong emphasis on customer feedback, actively engaging with customers to understand their preferences and identify concerns early.

This feedback loop is of utmost importance because it has enabled us to improve and tailor our offering to meet changing needs.

We consider employee training a critical factor. Our staff is engaged in customised programmes designed to sharpen their skills so that they may deliver exceptional customer service.

The combination of quality products, a customer focussed culture and skilled staff has been instrumental in achieving and maintaining customer excellence.

Q: What is your assessment of today’s consumer needs?

A: They are more discerning and value conscious than ever before. With increased access to information, they are well-informed about their choices, and demand transparency and authenticity.

Convenience is also a significant factor with a preference for seamless online experiences and quick service.

We strive to stay ahead of the curve and meet the diverse needs of today’s consumers. And we recognise these evolving needs and have tailored our offering to align with these preferences. Moreover, we go beyond the traditional bakery experience by extending our services to cater to various occasions.

Q: And what is your organisation’s approach to communicating with customers?

A: Communication with our customers is a cornerstone of our corporate strategy. We employ a multi-channel approach to ensure accessibility and engagement. Our customers are able to engage with us through our website, social media platforms and email, as well as our general lines, in addition to personal interactions at the outlet level.

We use our website and social media platforms to keep our customers informed about new or seasonal products and any change to our services.

Furthermore, we actively encourage and respond to customer feedback, valuing it as an opportunity to learn and improve. Our customer service team is easy to reach through various channels, providing a personalised touch when addressing any inquiries or concerns promptly.

Q: Could you share the organisation’s plans for the future?

A: Looking ahead, Fab is poised for strategic growth. We opened three new outlets in Sri Lanka this year – in Kohuwela, Avissawella and Horana.

In addition to our local expansion initiatives, Fab has embarked on an exciting journey of international growth. We have begun exporting our renowned products to consumers in Australia, New Zealand and the US.

We are set to expand our presence to two more continents next year. This strategic move aligns with our commitment to sharing the taste of Fab with a global audience. As we venture into these new markets, we are focussed on delivering the same level of excellence and quality that has made us a beloved brand in Sri Lanka.

This global expansion is a testimony to Fab’s commitment to excellence, and our vision for a delicious and sustainable future.

 Telephone: 2057777 | Email: info@thefab.lk | Website: www.thefab.lk