Posts Tagged ‘Conservatory Installers’

Customer Care is how a business looks after its customers. This includes everything from the moment a customer makes contact with your business, at point of sale, during the provision and installation of goods and after sales care.

For a long time this has been a major bone of contention for me, and over the years as an Operations Manager I have suffered the wrath of a couple of customers due to bad levels of service and customer care. And to be honest, sometimes I’ve deserved it, most of the time it’s because somebody in the organisation has failed to keep a promise they made to that customer. The main one is not phoning the customer back or not keeping him fully informed especially if there is an installation problem or time issue.

If you only pick up on one thing in this article it will improve your customer care……. (more…)

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Over the years in the double glazing industry one thing I have really looked forward to and enjoyed was the annual day out with colleagues at the industry trade shows in the NEC Birmingham such as Glassex and then Interbuild.

Without doubt in the early years Glassex was the best trade show around and you could get a preview of the latest industry innovations coupled with meeting people who have the same enthusiasm for the industry. It was without doubt a good day out, where you could see new products, meet suppliers and build business relations with companies. Sad times for us all, when it shrank, year on year and eventually died a death.

A small amount of double glazing exhibitors then showed at Interbuild which was more of a   construction show than a double glazing exhibition. It was like as if they had nowhere else to exhibit their products. The double glazing side of the exhibition was quite limited with not that many   exhibiters attending. At Interbuild you could see all the things you were interested in an hour or so, whereas back in the day you could spend all day in Glassex and still not cover it all.

As I said happy days are here again! A brand new Trade Show has been launched.. (more…)

The Government has decided that from October 2011 water and sewage companies should take over around 200,000 kilometres of private sewers and drains across England and Wales

Why did they change the regulations?

How have the regulations changed?

What affect will the changes have on Home owners, Conservatories, Orangeries and extensions.

(I have tried to outline the basic regulations and effects they may have, but if you are unsure of anything contact your local authority)

Why did they change the regulations?

The Government believes that transferring responsibility will provide the fairest, simplest and most efficient way to tackle problems faced by many householders.

Householders were the owners of private sewers and lateral drains and were often unaware of their associated responsibilities and liabilities. Prior to 1st October 2011 access issues and disputes could be common, where a private sewer or drain serves a number of properties, blockages and ongoing maintenance could see neighbours at loggerheads over who should pay when there was a blockage somewhere along shared private pipe work. It used to lead to neighbourly disputes and end up with someone paying to get a blockage removed when they didn’t necessarily cause it in the first place. The transfer will stop the financial threat of customers being hit with huge repair bills for sewers that sometimes aren’t even on their property and the costs shared by all home owners. (more…)

Several years ago I spent a lot of time training and setting up sales software for Conservatories, Orangeries and Window and Door sales forces. One of the things that became immediately apparent was that sales reps struggled with their customers to sit at ease and view a laptop screen and they struggled with the viewing angles and light issues on laptop screens and always seemed to be uncomfortably huddled together around the laptop.

Customers have to feel at ease with the sales environment and to overcome this was easy in showrooms (more…)

Here we go, Stage three Complete! is the final part of the perfect survey, which if adhered to and used in conjunction with stage one and two, will ensure that a successful profitable installation will take place.

I like to get the survey reviewed by the manager that will be overseeing the installation prior to the order process. This way the manager is aware of contracts that are coming his way and the contract is checked by a fresh pair of eyes, you also get a second chance to pick up on any sales or surveyor errors and any oversights.

It is always better for an installation manager to take an hour to go through a survey with a surveyor, rather than take days to sort out chaos during and installation.

  • Surveyors must have full knowledge of consents required and building regulations.
  • Surveyors should have an understanding of good building practice regarding base construction.
  • Surveyors must have full technical product knowledge in respect of frames, roofs and glass designs colours along with maximum and minimum manufacturing parameters.
  • Surveyors must fully understand your pricing structure and be able to accurately second cost all contracts (more…)

Following on from my last post “The Perfect Survey” Stage two Confirm!

This area has the greatest percentage of sales and survey related errors and without any shadow of a doubt is where the highest amount of financial loss to all companies originates.

Why you may ask yourself ?….. The answer is pretty straight forward….. Poor Confirmation!

How often have you heard a customer say “I am not paying because, the door is opening the wrong way or the glass is wrong” and then “I told the sales rep” or “I told the surveyor” followed by “I’m not going to pay a penny until you put it right or you give me a substantial reduction in the outstanding balance”, and then they pluck an extortionate figure clean out of the thin air that they would be willing to accept.

Isn’t it odd that a reduction in price makes something that was totally unacceptable become perfectly acceptable?

Most good surveyors for want of a better term can “read the tape”, In other words they can measure competently and design and draw conservatories to fit accurately on customers properties, barring any human errors, but for reasons unknown they don’t perfect the art of confirmation. One thing’s for sure, you need to confirm all contracts and surveys accurately and correctly if you don’t it will undoubtedly cost you a lot of money. Again follow the procedure I have laid out below and it will definitely protect your margins and increase your profitability. (more…)

The Survey of a Conservatory or Orangery contract is the one element that can make or break a contract. It is the single area that can cause the financial catastrophe of a contract if it is not carried out accurately.

Over the next few posts I will be outlining a survey procedure that is a tried and trusted, unbeaten process that I have used very successfully during many years of surveying myself. I have further tweaked this procedure when I have trained and managed surveyors. This reliable process could be easily modified to suit your company specific company requirements.

I have split the procedure up into three areas, Check, Confirm and Complete. This post will deal with the first part of the survey procedure which is headed, “Check”

If the procedures I have laid out below are followed, your survey process will undoubtedly cut down sales and survey errors and subsequently eliminate any financial loss to your company allowing your surveyors to carry out a professional survey and ensure the successful profitable installation of a conservatory contract (more…)