November/December 2021

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Contract The View Talk from Certass TA COMPETENT COMPLAINT HANDLING Jon Vanstone, chair at Certass Trade Association, explains how installers can deal with complaints and online reviews, and highlights the resources available to help with any issues. Most local installers live off their reputations, getting recommendations from previous customers who have had an installation completed and are super happy with it. Nowadays, there’s also plenty of value in positive online reviews from customers as they play such a large part in the consumer decision-making process. On certifiedcompetent.co.uk, the new consumer-focussed website powered by Certass to drive local leads for homeowners, we already have more than 46,000 genuine consumer reviews. But what help is out there if things go wrong? Even if it’s not the installer’s fault directly, any kind of negative experience can lead to difficult conversations with customers, poor online reviews and payments being withheld. This is problematic as cashflow is vital for any business, but there are ways you can mitigate risk of ‘rogue’ customers and there is plenty of support available for Certass members. Dealing with online reviews The number one rule for online reviews is to always acknowledge them, no matter what platform they are on, or whether they are positive or negative. It shows potential future customers that you are responsive. Always say thank you for positive reviews as it acknowledges that you are grateful for customers taking time out to praise your work and will encourage other happy customers to do the same. Negative reviews can be more difficult to deal with. The key is to not get into a ‘he-said, shesaid’ situation in a public forum, even if you believe that the consumer is in the wrong. The best thing to do is acknowledge the review in a comment and ask them to contact you directly via email, so that you have a paper-trail of any conversations. If they choose to call and you have decided on a course of action, follow-up with an email to confirm what was agreed on the phone. Dealing with complaints Many post-installation complaints from consumers can be dealt with by simply explaining how products work. The most common one we come across is external condensation, and we have information available through Certass Trade Association to help you to respond to these kinds of customer concerns. Try to be sympathetic. Often, consumers may not have looked through the information you have given them on completion and just need something explaining to them. If they are unhappy with any explanation that you know to be right, remember that you can rely on your trade association for back up, if you need it. Sometimes, it’s just better coming from an independent, third-party. Supply issues and delays With so many challenges within the current glazing industry supply chain, you will have no doubt had to shuffle around installation dates when products have not been available on time. These things happen, but the way you respond and communicate any delays with customers will keep a happy relationship until the end of the job. As soon as you know of any delays or issues, contact the consumer directly with all the information they need. It’s good to do it on the phone and follow-up with an email or message to confirm the next steps. Jon Vanstone Be wary of poor suppliers who may cause these issues for you repeatedly. We know from our member surveys that most Certass installers have product quality at front of mind when choosing suppliers, but if you are always looking for the cheapest deal, consider the impact that might have on the service you receive and the repercussions of that. Avoiding disputes Having a good admin system can be massively helpful if disputes do occur. Keep paper trails and make sure that your contracts are up to date. Always get agreements, contracts and any job modifications in writing from your customers, it can save you from a world of pain later. If you need any support with this, Certass members have access to our Business Essentials services, where you can download free templates and have access to one-to-one support from legal experts. Go with your gut instinct. When you quote a job, even if the customer accepts, you can still turn it down if you have concerns about how it will go. You will all know what the red flags are…! It isn’t always a case of the customer is always right, and if someone is unfairly attempting to damage your online reputation, you can issue a Cease-and-Desist letter to them. Again, there are templates available for Certass members if required. If there is a big concern on a job and you have nowhere else to turn, you may be able to use your Certification Body to inspect – particularly if you are due an inspection, as with Certass it will not change your annual charge if that is the case. With any form of social media, there can be significant impacts to mental health if negative reviews can not be removed or dealt with. So don’t forget, if you are struggling due to this or anything else, you can turn to the tools, information and helpline from lighthouseclub.org. Contact Certass Trade Association: 01292 292 095 certassta.co.uk @CertassTa 12 T I NOVEMBER/DECEMBER <strong>2021</strong> PRACTICAL CONTENT FOR THE GLAZING INSTALLER & HOME IMPROVEMENT SPECIALIST
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Page 1 and 2: NOV/DEC 2021 PRACTICAL CONTENT FOR
Page 3 and 4: CONTEMPORARY, HIGH-PERFORMANCE BI-F
Page 5 and 6: Editor’s Comment SOPHIE STEVENS E
Page 7 and 8: REGULARS 10 THE BUSINESS PILOT BARO
Page 9 and 10: For more news and the latest update
Page 11 and 12: ROOF LANTERN FITTED IN MINUTES SUPP
Page 13: OW NOW IT’S TIME NOW IT’S TIME
Page 17 and 18: Contract Talk Deceuninck’s Herita
Page 19 and 20: VISOFOLD 1000 BI-FOLD DOORS from £
Page 21 and 22: VetroMount Quick. Simple. Safe. Cal
Page 23 and 24: Membership just £24.95 +VAT per mo
Page 25 and 26: The tried and trusted glazing syste
Page 27 and 28: Innovation comes built-in 60 Quotes
Page 29 and 30: CALL: EMAIL: VISIT: M LEAD TIMES FR
Page 31 and 32: Aluminium done the Emplas way Award
Page 33 and 34: Because the wrong choice could caus
Page 35 and 36: Do the maths! Co-extruded pre-inser
Page 37 and 38: Oh so BEAUTIFUL It’s beautiful ju
Page 39 and 40: DoorGlass Brochure 21/22 Total Fabr
Page 41 and 42: CERTIFICATE 12/4895 Trade Frame yor
Page 44 and 45: Updates Endurance Doors has extende
Page 46 and 47: Customer Service DELIVERING CERTAIN
Page 48 and 49: CRM Systems NO MORE LOST LEADS Thre
Page 50 and 51: CRM Systems Continued from page 46
Page 52 and 53: Customer Service INVALUABLE SERVICE
Page 54 and 55: Talking Point SKILLS: OUR BIGGEST C
Page 56 and 57: Tiled Roof Systems ORDERS THROUGH T
Page 58 and 59: Rooflights & Lanterns GET IN THE ZO
Page 60 and 61: Article Garden Rooms 'LIVING SPACES
Page 62 and 63: Article Case Study EXCEEDING EXPECT
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Case Study Continued from page 60 h
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Updates ENDURANCE BRINGS THE ROSE G
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Installation Case Study LIGHTING UP
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Xpert Advice SINGLE SOURCE SUPPLY I
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Advertorial: Bosch EXPERT HEX-9 HAR
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Vehicles ELECTRIC FUTURE FOR TRADES
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Updates 'TAKING COMFORT AND LAYERIN
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November/December 2021

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