Glass Times talks to Neil Weiser, customer service manager for specialist trade fabricator, A Plus Aluminium, one of the largest trade only suppliers in the industry and one that has been operating for almost 40 years.
Be helpful at all times. That’s often the number one tip for delivering excellent customer service. This, and building relationships with your customers.
A good experience can turn a customer into a long-term brand advocate, something that Neil Weiser, customer service manager for specialist trade fabricator, A Plus Aluminium, can attest to.
“I had one call from a chap we used to deal with about 15 years ago,” comments Neil. “He rang and asked to speak with me. I think he was surprised I was still here. It’s very flattering that he remembered me. While he may not have needed our services in a while, he recalled the experience and that has brought him back to us. We can’t ask for more than that.”
Neil joined A Plus in September 1989. “I was working at another window company at the time and my friend, who had just started at A Plus, let me know about some holiday cover in the factory. I wanted a new challenge, so I applied. I spent the next decade in production, experiencing the entire fabrication process.
“When an opportunity arose in the office I asked to be considered as I was ready for something new, and I was successful. I started off doing quotes – this worked well as I was able to draw on my knowledge of the components and frames. As I got to know the customers and began to build good rapport with my regular contacts, my confidence grew.”
Over time, Neil’s role developed into that of customer services manager. As A Plus offers a supply only service much of Neil’s time is spent dealing with after-sales queries and customer care. “If a customer calls with a query once the job has left our premises, then I handle it,” he explains.
This is where Neil’s experience is invaluable. “Having worked in the industry for almost 40 years, 34 of those here at A Plus, I know a thing or two about aluminium windows and doors. It also helps that I have hands-on experience as I often know how to help.”
During his tenure, Neil has witnessed some seismic changes within the company, the industry, and the working world. “Obviously, I remember when we sent and received everything via fax! All that changed with emails, thankfully,” he says.
“Changing Building Regulations and the need for compliance is probably the most notable difference. I work hard to stay informed and be aware of the latest changes in case a customer has a question.”
A career in fenestration
A Plus is a keen supporter of personal and professional development, and Neil is quick to praise their support.
“You only need to ask,” he says. “There’s plenty of in-house training and we use external providers when necessary. Training is readily available, across the board, and is open to everyone. It’s one of the joys of being a small-medium business, we can nurture talent and support individuals in their aspirations.”
After 34 years with the business, Neil is keen to recommend the industry as a career choice. “It’s incredibly rewarding,” he continues. “It can be challenging, but there’s never a dull moment. Every day flies by and I enjoy it. I am always proud whenever I see an A Plus job, knowing it’s our products that are keeping people safe and warm and have helped to transform a space or create an entirely new on.”