If you've looked around for a quote, no doubt every website you've visited has promised you a flawless job and great service. But making a claim and delivering on it are two different things. We think the #1 measure of great customer service is a company’s reliability, i.e. “do they do what they say they’re going to do?” Because if they do they are reliable , and if they don’t, they’re not. Not a
lot of room for debate. How many times have you been frustrated or even incensed by companies that didn’t return phone calls, turn up when they were supposed to or simply failed to do something they swore they’d do? All of our competitors will promise great service as well, but we’re confident (and committed) enough to back our claims with guarantees. Here are a few of the things we guarantee, plus … what we’ll do if we prove to be all talk. Phone Calls:
A core part of customer service is being easy to get hold of. No voice messages saying, “I’m sorry, our offices are closed. Please leave a message after the tone …”
You can call us between 08:00 and midnight on 0151 345 6728, seven days a week (excluding Christmas Day, Boxing Day) and New Year’s Day). If you can’t speak to us because we’re out with customers, we’ll return your call within two hours (unless that would take us past midnight; I’m assuming you don’t want a call back at 1 a.m.!). If we don’t …… we’ll give you a £20 Amazon voucher. Agreed dates:
If we say we’ll be at your property on Tuesday at 08:30, whether that’s to give you a quote or to carry out an agreed job, we’ll be there. If it’s impractical (for example, UPVC spraying can’t be done in the rain and sometimes the weather changes at the last minute) we’ll call before the agreed time and arrange to alternative day. If it’s unavoidable and we’re going to be late (for example we’re stuck in heavy traffic and can’t get around it) we’ll call and give you a new estimated time of arrival so you’re not wondering where we are. If we don’t … we’ll give you a bottle of prosecco or if you prefer, a box of chocolates. Working hours:
Great customer service means getting the job done on time. Normally we’ll work from 08:30 until 18:00 (unless that’s too early/late for you – just tell us if that doesn’t suit), but we’ll never disappear leaving a job 80% done with you wondering when we’ll return. Most jobs only take 1 or 2 days; if we haven’t finished the job by 18:00 on the final day and it’s OK with you, we’ll work late until it’s finished … at no extra charge. If we don’t …. we’ll knock 10% off the price. Tidiness/cleanliness:
You needn’t worry about this with us. We are meticulous about avoiding mess and overspray and will thoroughly mask everything off to ensure not a drop of paint goes where it’s not supposed to. In fact, for your peace of mind we won’t apply a drop of paint until you sign off that you’re completely happy with the masking. When we’re spraying your kitchen, we actually bring a portable spraying booth with us that we set up in your kitchen, garage or garden (weather permitting). This ensures that 90% of the paint sprayed goes into the booth and is extracted by our high-powered fan, eliminating the risk of overspray you’ll get with other companies. If we don’t ….. again we’ll knock 10% off the price.
