Holistic approach to customer service

Ian Sims, MD of Double R Glass and Roofing Systems, looks at the reasons behind the increased sales across its glass, decorative and roof divisions.

A successful internet entrepreneur once said “customer service shouldn’t be a department, it should be an entire company,” and that’s precisely the philosophy in place at Double R.

Established in 2000, one of the things we were determined to do from the beginning was get our customer service right. That’s not to say we get everything right all the time, but we try. And if we do fail, we work incredibly hard to put things right.

On that rare occasion our customers make a mistake, we work hard to put that right too. It’s not always easy to genuinely put customers first, especially when the market is turbulent and highly competitive, but we’re finding that standing firmly by these principles is working for us and for our customers. In fact, an increasing number of fabricators and installers are making the switch for more stability from well-established suppliers that work with them to help their businesses succeed.

As a result of this customer-focused approach, we’re thrilled to report that our roof sales are up 16% in Q1 compared to last year, and glass sales are up 26% for the same period. This success is only possible because our customers share our ambition for growth and a determination to supply quality products.

Amazon Windows is one such company bucking the trend.

Celebrating its 30th anniversary this year, Amazon Windows has become one of the largest local home improvement companies in the south of England by offering quality products and excellent service and works with like-minded companies to maintain its reputation for high standards.

Andy Shoulder, managing director at Amazon Windows, said: “We have a well-established history of installing conservatory roofs, both new and replacement, and thanks to our close working relationship with Double R, we have seen huge success with the market leading solid roof, the Guardian Warm Roof.

“It’s easy to sell the benefits of a solid roof to the end user, but to build an outstanding reputation, you have to follow through on your promises. That means you have to be able to trust the product and the fabricator supplying it. We have every faith in both the Guardian roof and Double R as our Guardian roof fabricator.

“Double R’s conservatory team is second to none when it comes to technical knowledge and experience. They’ve helped us supply roofs for all sorts of weird and wonderful conservatories over the years and they always go out of their way to support us in any way they can. Meanwhile the Guardian roof, voted ‘Best Home Improvement Product of The Year’, offers excellent energy efficiency, superb versatility and comes with LABC approval for added peace of mind.

“We recently exhibited at the Ideal Home Show for the eighth year running with the Guardian roof along with a selection of our other home improvement products, and saw huge interest from homeowners who want to make their existing or new conservatories into a more usable space with a solid roof. With a winning combination of quality product, reliable supply and our own friendly and professional installations teams, we’re confident we can continue to build on our success with the Guardian Warm Roof and look forward to working with the team at Double R to do just that.”

It’s great to see Amazon Windows and other like-minded customers doing so well with our solid and traditional conservatory roofs as well as our newer R-Light Lantern. We’re pleased to work closely with our customers to raise industry standards and ultimately increase sales as a result of doing the right thing.

Double R Glass and Roof Systems Ltd
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