Archive | Customer Service RSS feed for this section

Top Trade Tips

1 Oct


We have talked before on social media about top trade tips, so here are some of them – let us know what you think.


  • Maintain a positive, professional manner at all times when your customer is present and even when they are not.
  • Our industry can be a dangerous place so never undertake work in such a way that could put yourself or others in harm’s way.
  • Do not arrive late as this can adversely affect your relationship with your customer. If you really have to let them down, let them know the sooner the better and reschedule.
  • Keep your training up to date like Building Regulations and First Aid lapse. You never know when you will need to call on the knowledge.
  • Don’t let certificates like Public Liability, Insurance Backed Guarantee Insurance, and Business Insurance lapse.
  • Think about your own and your customer’s safety. Wear the correct PPE for the job you are doing. Ultimately you will be the one who suffers if something goes wrong.
  • Explain all the safety procedures you have put in place with the homeowner so they can help you implement them. This is especially important if they have children running around.
  • Keep up with the maintenance on your vehicle and plan the MOT well in advance.  Your commitments could suffer if you are suddenly unable to get about because your vehicle is sitting in the garage.
  • If you have work experience student or apprentice, make sure they are never left unsupervised.



So, is your tip here? If you have another tip please feel free to add it in the comments.

How to be a great FENSA Fitter

25 Mar

Here in the FENSA offices we have been having a think about what it means to be a FENSA Fitter.
We know that  the number 1 point is compliance with building regulations, but what about some of the other things running alongside?
The obvious other thing a FENSA Fitter has to deal with is contact with your customer and other members of the public. We all know that good customer relations can sometimes be a little tricky, so we thought about this long and hard and came up with this useful list of good practice.
We hope this helps, but do feel free to add to the list with what you think makes a great FENSA Fitter.

  • Do not arrive on time; aim to be a little early so in the event of traffic or other hold up, so you will not be leaving your customer waiting for you.
  • Stay a little later if the job you are on is not quite finished. Your customer will appreciate your dedication and commitment to them.
  • Speak quietly and appropriately when around your customers. Any of your apprentices will see how you treat customers and they will follow your example.
  • Dress appropriately! Nobody likes to see the proverbial ‘Builder’s bum’!

shutterstock_108758768 good fitter

  • Be positive. If there’s a problem, solve it, without complaining. Your customer will admire your tenacity and be more likely to recommend your services. Who wouldn’t want a fitter that can be trusted to get the job done against all adversity?
  • Maintain a clean and tidy work area. This is a good health and safety policy as there may be young children around. Your customer will be more reassured and relaxed.

shutterstock_3977698 tidy building

  • Be dependable. If you are ill or there is a problem with the van, let your customer know as soon as possible. They may have taken a day off work or got a friend to come over. Everybody likes to be kept in the loop and it will help maintain good customer relations.
  • Above all remain calm and polite if things take a turn for the worst. Take the initiative and use your positive attitude to defuse the situation and be the problem solver.

Continue reading

How happy are your customers?

5 Sep

There are many aspects to the double glazing industry we find ourselves associated with, one of which is customer service. A post from the DoubleGlazingBlogger on this topic, prompted us to put our thoughts together too. Installers – do let us know what you think of this post and if you agree (or not?). Customers – please let us know your experiences of the customer service provided by a FENSA installer.

So, first off, let’s analyse what we mean by Customer Service. The Wikipedia definition is:

Customer service is the provision of service to customers before, during and after a purchase.

This is very concise, but we know there is a lot more to it than that. Here are some top tips…

Happy Customers pass on positive feedback

Good customer service sends your customers away happy enough to pass positive feedback about your business, along to their friends and family. They may even make a positive recommendation about you on social media such as your Twitter or Facebook page. You can already see the pattern, their positive feedback then encourages more customers and so on!

How to do this? Well, the answer is forming a good relationship with your customers. Imagine you are the customer and consider all the things that would annoy and distress you, and address those situations. The customer will judge you by what you do and not by what you say. Words are easy; the customer will want to see actions.

Simple things are important. Things like answering the phone and returning messages. Do not say you will do something unless you know you can! Pay attention to what your customer is telling you, as it can prevent misunderstandings in the future and can help solve problems early on. Deal with problems as they occur – you may be able to salvage a bad situation before the customer loses trust and you lose their business.

Always be helpful, even if there’s no immediate gain, as a customer can have a long memory and that act of kindness will not be forgotten. Make sure all your staff have enough knowledge to answer customer questions and that they implement your good customer service
strategies. Try to go the extra mile, it may seem a big effort but will be beneficial in the long run, when your customer passes on your phone number to their family member, friend or colleague!


Confidence in FENSA installers

So what about customer service for FENSA installers, specifically? Well, all FENSA registered companies are continually re-assessed by an independent inspection body to ensure consistence of Building Regulations adherence and service. Customers can also rate a FENSA Fitters customer service using a rating score for installers on a feedback form provided with their certificate.

However, we also know that, unfortunately, in very rare occasions, there may be a cause for complaint about customer service. One of the most difficult things is knowing where to take such a complaint. We provide more information for consumers about customer service here.

A day in the Life of a FENSA Fitter

27 Jun

Oh, the joy of looking through those new, sparkling, energy efficient double glazed windows. But we all know there are lot of things to consider before that happens. Let’s see, there is the decision to replace the windows, and then there is the planning and choosing the company to do the work. Quite rightly a FENSA Registered company is chosen for complete peace of mind and the knowledge there will be a certificate ensuring compliance with building regulations at the end!


Do you know what it’s like to be a window installer?

But do we give a thought to the nice FENSA chap who comes along to actually fit the windows, spending a few moments chatting about the weather with a nice cuppa (one sugar please) and a digestive? Well, we thought it would be interesting to hear about a day in the life of a FENSA Fitter.

So this is where we need some help from all those great FENSA Fitters out there. We would like you to tell us about an average, or not so average day in your week, so we can get a picture together of the great work you do for consumers looking for replacement windows.

Doesn’t have to be an epic, just jot it down on the comments section below and we will do the rest! And if you really have been bitten by the writing blog, and would like to write an entire guest post – do get in touch on our Facebook or Twitter page, or let us know below..