In this blog, we will look at the customer journey required to ensure the installation is a success.
A specialist project carried out in someone’s home needs to be planned and managed meticulously.
Visiting a store or trade counter, doing some plans for them to then pass them job on to a sub-contractor or trade account holder that has been loosely vetted and they have little control over, then agreeing on a date and hoping for the best is hardly a recipe for success.
In most cases, the deals on paper would have been great with deals like; 50% Discount, Buy now pay later, zero interest credit, price promise guarantee’s, installed before Christmas etc etc. What could possibly go wrong?
Well something did go wrong so many times before and this industry is notorious for it. On the day the installation was sold, the numbers obviously stacked up for all parties – when it came to delivery of the jobs, issues raise their heads and accountability is suddenly missing.
The consumer is usually left in the middle sorting a mess out themselves. This is not what they signed up for.
There are horror stories all over the internet, do a quick search. (Not naming names)
I have worked with some of the above businesses over the years and learned some lessons on the way, lessons that have been deeply embedded in the way we do business today and partly why we are very successful at what we do in ways that they weren’t. So I thank them for the opportunities to learn from them.
They had processes to a point but they were not followed well enough, or weren’t good enough to start with, probably a mixture of the 2.
So what ensures the installation will be a success?
My answer is; A proven process followed for each and every job. Without exception.
We can’t speak for all kitchen companies but I can elaborate on our own way of doing things which works for us time after time.
Firstly, One thing we do not do is get involved in, are jobs that have gone wrong with another company or anybody that’s in a rush to have the job done. A kitchen is a creative process and it takes time to get this right and then a bit more time after that to do the final checks and plan the project in detail. We like to give our full focus to every customer so our business model is to deliver on this and not be distracted by anything else.
Our lead in time is usually 6-8 weeks, even if we had an empty diary, the design and planning time we require at least 4 weeks.
This is what our process looks like, this is the wording from our service brochure;
STEP 1 – INITIAL VISIT
Step 1 is all about getting the detail right. We will meet with you at your home, understand how you intend to use the space, take down the dimensions and do some initial planning.
STEP 2 – THE PROPOSAL
Using all the info gathered at our first meeting, a design will be created and products selected for you that are in keeping with the initial ideas, and what is practical.
Your proposal will be sent to you within 72 hours. You will find links to all the catalogues we offer on this email. Next to each product on the quote, you will find the brochure name and page number.
After reviewing, tell us what you like and what you don’t like and come back with any other thoughts, we usually do 2-3 revisions before we settle on a design, so don’t worry about making any changes.
All proposals are based on a full installation service or design & supply of product only service. We do not carry out fit only installations or install 3rd party products.
STEP 3 – DESIGN CONSULTATION
Taking your ideas forward from our initial meeting, we will meet again to finesse your thoughts and to create you that dream kitchen.
Our very own designer is always on hand to help!
STEP 4 – BOOK INSTALLATION
On the same day of your design consultation, we will finalise any paperwork, sign off your project and get a date in the diary once your deposit has been paid.
The accountability of your project lies firmly with us as we have designed the job, and we will be fitting the job – there is no confusion on who is responsible, which is a great feeling when the works begin.
Everybody is singing from the same hymn sheet, if anything unfolds unexpectedly we deal with this together without any interference or delays from a 3rd party.
I hope this blog has been useful, we hope to see you again soon