‘Switch without a Hitch’ is the promise being made by Rehau trade fabricator, Euroglaze, as it guarantees to make the process of changing supplier simple and profitable for third party stockists and installers.
According to Euroglaze, it has built its 30-year reputation on Japanese style lean manufacturing efficiencies which enable it to offer three-day lead times on all standard products ordered on-line, as well as its ‘warm and friendly’ customer service.
The company says it is now combining these two strengths into its ‘Switch Without a Hitch’ service so that customers can start buying quality windows and doors without any worries about hassle or disruption.
The company’s managing director, Martin Nettleton, explained: “Often, the only thing holding a customer back from switching supplier is the idea that it will be more trouble than it’s worth. We’ve addressed that concern head on and made sure that customers know they can make the switch to Euroglaze without any trouble at all.”
Euroglaze says that the new five-stage service starts with a call to discuss a customer’s needs in order for it to put together a package of products and services which suits them best. Then, each new customer is assigned a dedicated member of a customer service team who acts as a personal contact, and who walks customers through their early orders, from order to delivery.
Once a first order has been placed, Euroglaze says that customers will also get a call from its ‘friendly and efficient’ despatch team who discuss delivery requirements and introduce them to their driver. After each of the early deliveries, the customer service contact will be in touch again to ensure the service is living up to expectations.
Martin said: “This is an easy and pain-free process. We are by the customer’s side every step of the way and our team makes sure that every customer feels valued and looked after. We may be focused on quality and efficiency, but we never forget that our customers are people and not numbers and we work hard to make them feel part of the Euroglaze family.”
Euroglaze’s Switch Without a Hitch initiative reportedly comes at a time when it is attracting a record number of new customers. These are said to be largely distributors and installers who have become weary of poor service and poor communication from larger fabricators and who want the benefits of dealing with a smaller company which can still offer quality products and competitive prices.
Martin concluded: “We pride ourselves on making it better for customers. We can match bigger fabricators on range, quality and price but we can outdo them on service and Switch Without a Hitch is a perfect example of that.”
