September 2022

Installer Insights
Continued from page 58
TI: If you had one piece of advice about
starting an installation business, what
would it be?
EB: Focus on a sector of the market you are happy
with and stick to it – it’s vital you know who your
customers are. Too many firms try to cover both
low-end and high-end products, it doesn’t work.
TI: Tell us about a recent project you are
proud of...
EB: A particular project we are all proud of is the one
featured in this article. An architect, also a customer,
specified the Aluco range of products for his client.
We were involved in the design and installation.
The completed project is firmly in my ‘favourites’
file. We’ve used images of the completed project
in much of our marketing which has led to many
customers exploring our range.
TI: What is the most difficult/challenging
project that you’ve worked on?
EB: The nature of our range means we are often
faced with tricky challenges.
One that comes to mind is a barn conversion
we were asked to replace poor quality frames
for. Each aperture was out of square with many
having oak beams in the most awkward places.
Our team were faced with fitting square windows
into apertures which were parallelograms.
Scribing around the various beams took time and
effort. The finished result was sublime. The credit
of course goes to our installers.
TI: What’s the most frustrating thing about
your job?
EB: I am not sure I’d describe it as frustrating as
it’s pretty much a fact of life post Covid and that
is reliability of third-party products/services.
Supply chains are improving but we’re not out the
woods yet.
Part of me feels many of the issues could have
been avoided with better planning, too many
companies failed to bring staff back full time after
the Furlough period. Even now I am amazed at the
lack of recruitment/training policies companies
“I can’t think of any reason at all why a company
wouldn’t encourage online reviews”
have in place. I understand the difficulties
everyone is facing obtaining components,
shortage of labour and on a good day (once the
coffee has kicked in!) take a sympathetic view.
TI: And the most satisfying?
EB: There is no doubt on the answer to this
question. Seeing a project from design stage to
completion. The best part of my week is visiting
customers on completion of their projects.
TI: How do you deal with difficult
customers?
EB: Great communication, good planning and
allowing time on site for installers to work around
any challenging situations. Being given time to
ensure projects are finished to meticulous standards
is the answer to avoiding unhappy customers.
TI: What is your opinion of online reviews?
Are they a blessing or a curse for the
installer?
EB: A blessing, without doubt. We aim for a fivestar
FEEFO review on every project – in fact I give
my team a bonus when we receive great reviews.
I can’t think of any reason at all why a company
wouldn’t encourage online reviews.
TI: What’s the biggest issue currently
affecting you as an installer?
EB: Since Covid struck, like many, we’ve
experienced unprecedented growth.
The growth has led to extended lead times and to
a certain extent a skill shortage. We’ve coped well
which is testament to my excellent team, but it
certainly hasn’t been plain sailing.
A key challenge for me is ensuing I am apportioning
enough hours during the week to my team, from
staff welfare to providing support if difficult
situations arise; getting these elements right is key
to staff retention and vital for our growth.
I hasten to add I am learning all the time and
regularly chat with other business owners to glean
as much knowledge as possible.
Contact Burgess Group:
01394 386666
burgess-group.com
@the_burgess_group
60 TI SEPTEMBER 2022 PRACTICAL CONTENT FOR THE GLAZING INSTALLER & HOME IMPROVEMENT SPECIALIST