At Verdi Home Improvements it is important to us to ensure consistency throughout our organisation and therefore we regularly undertake Customer Care calls to receive a varied sample of feedback.
Additionally, all of our calls are recorded for training and monitoring purposes as well as all e-mail correspondence being stored on our VPN system; with full access being provided to the Director’s at all times.
After Initial Engagement
After a customer has agreed for a sales appointment to take place which may be done by telephone or during a doorstep consultation; a call is placed by our Marketing Manager to ensure that all of our basic indicators have been adhered to; that the customer is looking to proceed with their home improvement within a reasonable timeframe and ensure that the customer is certain of their availability. This is also a good opportunity to confirm with the customer the name of the Sales Representative who is attending their property.
After Sales Appointment
In the instance that the Sales Representative was unable to complete the sale and subsequent paperwork during the consultation, a phone call is placed by the Marketing Manager to confirm that customer has been treated fairly and reasonably; to be confident that all funding opportunities have been put forward and relevantly explained. This is an opportunity for Verdi to ensure that our Sales Representatives are working within the parameters laid out during their inductor training sessions; where a need is identified further in-house training can then be provided.
After a Sales Representative has secured a positive outcome, all contractual paperwork is returned to the Sales Manager who will ensure that it has been properly completed and will then allocate a job number and create both hard and soft files. A consolidation call is placed to the customer to summarize the sales appointment, this provides an opportunity to ensure that all of our basic indicators have been met by the Sales Representative and that the customer has had the opportunity to be made fully aware of the funding options. An appointment can then be made for the Surveyor to visit the property and carry out the necessary accurate measurements ahead of the order being placed with our suppliers.
Copies of the contractual paperwork and our full terms and conditions are left with the homeowner.
The Surveyor is responsible for undertaking all of the accurate measurements ahead of the order being placed with our suppliers, whilst the Surveyor can use the Sales Representatives paperwork as a guide to assist the process it is good practice to confirm all of the customers requirements and discuss options to ensure that all the needs of the consumer are met.
Copies of the survey paperwork with our full terms and conditions are left with the homeowner.
The Survey paperwork is returned to our offices where the Director will then review the information provided on the contractual paperwork against the survey paperwork. Any sales training needs can be identified and provided to the Sales Representative should a consistent issue be recognized. Any changes made by the customer or as a result of a more complex issue which has been picked up by the Surveyor and not the Sales Representative may have caused amendments to timescales and price.
Once all amendments have been addressed and approved by the Director, the materials can then be ordered by the Purchasing Department.
Once all necessary materials have been received into our warehouse and quality check by our Warehouse Manager our scheduling team can then allocate dates and labour.
Throughout the installation process our engineers have the opportunity to contact the Installations Manager and both Director’s should the need arise. Both our Director of Installations and Installations Manager are also responsible for performing ad hoc spot checks to ensure all works meet the companies’ exacting standards.
It is customary that our invoice is settled upon completion, this can be by the signing of the finance acceptance paperwork, by BACS, cheque or cash settlement.
Around two weeks after the completion of the installation our Sales Manager contacts the customer to complete a customer care call to ensure that all aspects of the works have been completed to the homeowners satisfaction and in order to procure feedback of the overall experience.