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Customer Satisfaction GOING ABOVE AND BEYOND Total Installer hears from Barrie Gazzard, Director at Cornwall Glass & Glazing, who believes that looking after your customers will be the key to weathering a downturn. The pressures on companies working in the glass supply chain, from glass manufacturers to product installers, have increased beyond expectation over the last three years. As input costs rise and demand slows, companies are left balancing the books while looking for new opportunities and growth. Barrie Gazzard, Director at Cornwall Glass & Glazing, has always taken the firm view that it is better to take on a few select new customers where possible, while focusing on the customers you do have. “Competing for new customers is not an enviable position to be in,” Barrie said. “On the one hand you’re doing it because you’ve got to meet overheads and keep your team busy, but a new customer is more than just about selling products, it’s also about building relationships and understanding their specific requirements, and that’s not done overnight. “When I was a branch manager in the Cornwall Group, I didn’t want to win lots of new clients. “Instead, I wanted to take on fewer really good customers, and make sure I serviced them as well as I could. That involved building relationships where you can have honest, open conversations. “These are longer lasting and ultimately more profitable because you are not wasting money looking for new business.” Cornwall Glass & Glazing is the trade counter and installation arm of the wider Cornwall Group, and this philosophy, regarding stability, runs through the manufacturing and merchanting arms as well. “The model we have at Cornwall Glass & Glazing is optimised so we can win and maintain key accounts across the whole region,” Barrie said. “Each of our eight branches across Cornwall, Devon, and Somerset services our customers on a personalised local level, but we are developing access to the broader strength within the business. “For example, we will move people between branches if the work demands it, and we have a very agile delivery network. “The branches also have access to leading products and processing capabilities from Cornwall Manufacturing, and specialist items from Mackenzie Glass.” Customers that benefit from this model include social housing providers, housebuilders and Cornwall Glass & Glazing is the trade counter and installation arm of the wider Cornwall Group Inset: Barrie Gazzard “As a group, we have a great offering, but as a company, Cornwall Glass & Glazing punches way above its weight because we can be very local in our approach” insurance companies, among many others. “As a group, we have a great offering, but as a company, Cornwall Glass & Glazing punches way above its weight because we can be very local in our approach, while providing a significant regional coverage,” explained Barrie. A case in point is a West Country-based social housing landlord, which owns more than 66,000 properties across the region. Cornwall Glass & Glazing can give local knowledge and a consistent service from all their branches, so that they can then pass this assurance on to their tenants. Continued on page 48 46 T I OCTOBER <strong>2022</strong> PRACTICAL CONTENT FOR THE GLAZING INSTALLER & HOME IMPROVEMENT SPECIALIST
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October 2022

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