From Big Rigs to Dream Fences: A Chat with Tom, the Fencing Maestro at David Musson Fencing

Ever wondered how that perfect fence gets delivered to your doorstep (or farm yard)? Today, we chat with Tom, the operations mastermind behind the smooth flow of timber, trucks, and happy customers at David Musson Fencing!

Tom, your path to DMF is anything but ordinary! Tell us about your pre-fence life.

You got that right! Before joining Mussons in 2017, I was out in the fields working in agricultural construction. I even drove HGVs – those giant trucks you see on the motorway! Funny story – I once told a teacher I wanted a job “looking out of windows” and they weren’t too impressed. Looks like they underestimated the view from behind the wheel!

That’s amazing! Now you manage a huge operation at DMF. Customer feedback highlights our fantastic deliveries, but many still prefer picking up their orders. Why do you think that is?

It’s a fair point. In our industry, old habits die hard. A lot of our contractor customers, especially, need to be flexible. Picking up their own supplies allows them to react quickly to changes in a project or unexpected weather. Plus, we have a massive 5-acre site stocked with all sorts of fencing, so it’s convenient for them to grab what they need quickly.

Speaking of all that stock, how do you keep track of such a massive inventory?

Some core fencing types are always in high demand, especially for agricultural projects. We make sure those are well-stocked and ready to go. But the beauty of Mussons is that we offer a whole range of other goodies now, too – things like drainage materials, pre-mixed concrete for fence posts, and even aggregates. We’re basically a one-stop shop for all your fencing needs!

What are some of the biggest challenges your team faces?

Honestly, staffing can be tricky, particularly during busy seasons. Luckily, we have a fantastic team, and I’m really proud of the growing number of amazing women working in the yard! Another challenge is managing our fleet of vehicles. We’ve been steadily adding to it, including some with Moffett’s and cranes that make unloading deliveries a breeze. It also means we have less downtime and customers can let us take the strain.

Let’s delve into the industry a bit. What are some of the biggest challenges facing customers with timber fencing these days?

There are two main ones: new trends and regulations. On the decorative side, there are tons of new options for garden fencing, like Hazel Hurdle panels. In agriculture, it’s all about how the timber is treated and the regulations around using things like creosote or tanalised wood. We stay on top of everything so we can ensure you have the right products for your project.

How have logistics changed since you started?

Logistics have definitely come a long way! We use a wider range of vehicles now, especially those Moffetts and cranes that make unloading deliveries on-site super easy. Having a tipper truck for any aggregates makes things much more efficient too.

Innovation and Problem-Solving:

Technology is constantly evolving. How does your operations department leverage technology to enhance the customer experience?

We have now introduced vehicle tracking, mobiles for drivers, radios for all yard and customer service teams.

With any installation project, unforeseen issues can arise. How does your team ensure a smooth resolution for customers facing unexpected problems?

We try and get as much information from a customer so that we can plan ahead. Some projects have inaccessibility written all over them, so it helps to know what is ahead, but our yard staff and delivery staff are very good at solving problems and we back each other up.

Effective communication is key. How do you ensure clear communication between the operations team, yard staff, and customers themselves?

It is quite simple, talk to each other and if you are not sure, ask. We constantly look at processes, keep communicating to staff and in terms of customers we always re-confirm with a customer what we are delivering.

Looking Forward:

What exciting developments can we expect from your company’s operations department in the future?

I think we will see more automation creeping in, but we are keen that this brings advantages for staff and customers and hands-off tech is monitored carefully.

By understanding the inner workings of the Mussons operations department, you can appreciate the dedication and expertise that goes into getting your dream fence project off the ground. From managing a massive stockyard to ensuring smooth deliveries, Tom and his team are the silent heroes behind the beautiful fences you see everywhere. So next time you admire a Mussons fence, remember the hard work and friendly faces that made it possible!