What does good customer service mean to you?
7th January 2016
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Can you bring to mind an occasion when you’ve received a service above and beyond what you had initially expected, that the company really cared about the work they were doing for you and about you as a customer; or on the flipside, an experience which unfortunately left rather more negative memories?

Customer service at Clover is all about positivity.  Our marketing features the phrase ‘We want you to love the work we do for you and to love how we do it’ … and we truly do.  We are a small, close-knit team of ten and like to get to know each customer individually.  We understand that having building work done in your home can be disruptive and invasive to normal daily living and we are always on hand to guide customers through the process as seamlessly as possible. 

Customer service to us is reflected in our values:-

  • We put you, our customer, at the centre of our business
  • We are professional, honest and straight-forward
  • We take pride in our attention to detail and quality of finish
  • We complete all our business with sound ethics and morals
  • We will respect you, your wishes and your home.

And in the commitment we make to our customers:

We will:

  • Be open, honest and fair when you are considering having work completed on your home.
  • Always quote for a fully functioning product, to the specification you request.
  • Work consistently to a high standard, backed up with nationally recognised professional and financial guarantees.
  • Communicate regularly with you to ensure that you are never in the dark about your project.
  • Make every effort to ensure that disruption to you during the project is minimised.
  • Continue to offer support and advice after the work on your home has been completed.

But don’t just take our word for it! We are endorsed by Which? as a member of their Trusted Trader scheme, and we actively seek our customers’ feedback to make sure we are delivering on our promises.

Take a look at our Customer Survey Results and Testimonials page on our website, or at the reviews left by our customers on our pages of the Which? Trusted Trader website

http://trustedtraders.which.co.uk/businesses/clover-conservatories-and-construction-ltd/#reviews

and The Best of Hereford and The Best of Malvern Hills websites

www.thebestof.co.uk/local/malvern-hills/business-guide/feature/clover-conservatories--construction-limited

 

A few years ago I was disappointed with the service received from a company I had engaged to lay a new carpet to our stairs and upstairs landing, not with the carpet itself or in fact with the quality of fitting or with the fitters themselves, but with the last little touch which would have taken only a minute or two to complete.  The hall at the bottom of the stairs is tiled and was left covered with what seemed a disproportionate amount of fluff from the handling and moving of the new carpet.  It was a little disappointing but was easily swept up, and on the whole I was happy with the work.  The problem came some days later when I was contacted by the company to ask how everything had gone.  As a business owner I was very careful to give the positive comments due, but added that it would have been nice had the fitters swept the fluff from the hall floor which would have improved the overall appearance of the new carpet on the stairs.  The reply left me astounded and I remember it exactly to this day,  “our fitters are neither carpenters nor domestic cleaners”, delivered in an extremely brusque manner.  Despite being happy with everything else, I have never used the company again.   It serves to remind us that sometimes the little touches mean the most, and of course, to always clean up after ourselves!

Our key objective is to complete high-quality work in a friendly, professional manner so that our customers keep coming back to us again and again and are happy to refer us to their friends and family.  In 2015 we were delighted that the highest percentage of our new work was for existing customers or came as a result of their referrals.  We are looking forward to delivering more excellent customer service in 2016.  So, if you have a project in mind, please do get in touch.

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About the Author

Helen T

Member since: 25th November 2015

With a background originally in hospitality and then general admin, the last ten years of running Clover has proved an enormous learning curve. With lots of lessons learned the hard way, I’ve now taken...

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