Every good story has a beginning, a middle and an end. And a happy ending at that! Scroll through below to see an example of how we operate as a business and what to expect if you ask us to quote for any work.
It all starts here, on the internet, from Yellow Pages, or from a recommendation. We don't cold call at all - we never have, and we never will.
You're considering replacing a window, door or conservatory and you call our office. That call is taken by one of our Director or Managers - you are not sent through to a call centre. You might E-mail us. We can either discuss your project on the telephone prior to a site visit and see which is the best avenue to go down. We can even give you budget figures based on drawings, sketches or photo's if you'd prefer.
These are carried out by Eric, Nick or Mike. We don't employ sales people. Our vision at this stage is that we are there to discuss the items you require. We will suggest alternative designs or styles if we can see a more suitable layout, or if a request may fall foul of building regulations. If there are multiple items, the quotation can be split up if required, and then that's pretty much it! We never talk money in your home - you invited us there to measure, and we will send you a written quotation in the post or over E-mail. These quotations are never chased up.
(It's a fine line between providing enough information and appearing pushy. We bring all necessary brochures to provide you with as much information as we can, and anything we don't have can be sent to you. If you would like to see samples of our products, these can be brought too, and we openly extend an invitation for any potential customer to visit our premises and view the products that have been discussed. At this stage, there's no need to sign anything - we don't have to "Ring our manager" because you're dealing with the owners - we don't have "Super deals that run out tomorrow" because we have great relationships with our suppliers and we are constantly working together to keep our costs at a sensible level - ALL the time, not just for a week! You can take the quotation and mull it over - we won't insult your intelligence by starting at a silly figure and following that with fictitious discounts, finally reaching a figure that whilst it looks great, is actually still probably over the odds........You are given a competitive price for a quality job, using quality products, carried out by our employed fitters and guaranteed for exceptional periods of time. (Would these discounts given by companies who employ the hard-sell be given if you said yes straight away?!)
We want you to feel comfortable throughout this process. In our opinion, and many many of our customers, we achieve this each and every time.
So you would like to order?
If you would like to accept any given quotation simply contact us giving the reference number on the quotation. For all supply and fit jobs we would then send out Mike to take the survey. This way the sizes taken are more accurate and any element of the installation itself can be discussed with a qualified installer. This reduces the amount of plastic trimming which can be unsightly if used in excess.
Once the survey has been taken we will send you an order confirmation in writing clarifying all the finer details. It is at this stage, if you are happy with this confirmation, that we would ask for a deposit (usually one third of the total). Once this confirmation has been received we would commence manufacture and agree with you a convenient date for installation (time scale dependent on products and mother nature!!).
The installation will then be carried out at the agreed date. We never ask for payment on the day. Once you are happy with everything an invoice will be sent for the balance. Payment can be made either by cheque, cash, bank transfer within 14 days or by Debit/Credit card via Worldpay.
Once cleared funds have been received, the installation (if required) will be registered with FENSA and a certificate of compiance will be sent direct. The installation will also be registered with our providers of Insurance Backed Guarantees and this paperwork will also be sent direct. We will send you a copy of our Guarantee and this will contain the FENSA registration number should the paperwork from them be delayed.
After Sales Service
Our Guarantee states that the items require maintaining on a periodic basis - light lubrication to all moving parts and cleaning of exterior faces will ensure the items last well beyond their Guarantee period. However, if you should experience any problems with any of the items installed, simply call us and we will arrange for an engineer to visit.
Doors and Windows (Exeter) Ltd. Our registered office is: Unit 7, Ashton Industrial Units, Ashton Road, Marsh Barton, Exeter, Devon, EX2 8LN. Registered in England No. 04968248. Doors and Windows (Exeter) Ltd are FENSA registered No. 19061.