Value for money and good old-fashioned customer service are helping Richmond Home Improvement weather the current economic downturn.
- Allan Tofield says customer service and a great team are the key to his success
The Poole-based double glazing company is celebrating its 13th birthday this month and the message from owner Allan Tofield is: “Lucky for our customers and not so lucky for those whose suppliers are no longer around.”
He’s pleased that his team’s hard work and time spent taking care of their customers is paying off for the business.
“The 13 years have flown by, but we’re still here and we intend staying here,” says Allan.
“Good news travels fast but bad news has a habit of overtaking it. There’s been a lot of hard work building this business, but with a blend of resilience, great value for money and quality, locally-sourced products we expect to look after our customers for another 13 years and well beyond.”
The market has changed considerably since Allan started the business in 1999, but he still thrives on the challenge.
“In this business it’s often easier to get new business than repeat business — people have a job done and it lasts them for years. However, referrals and recommendations are out there but you have to go and earn them. We get between 60 and 70 per cent of our domestic business from previous activity — I think that tells its own story.
“Following up on a job and making sure customers are completely happy is absolutely vital. For instance, if a customer has a query, it only takes a few minutes to deal with the issue, but if you don’t do it promptly you’ll never see that customer again — or their friends and family.
“Our approach means we have been privileged enough to do complete window and door replacements for a number of clients on more than one occasion — when they move house they come back to us again.”
Richmond also carries out remedial and replacement work on tenanted properties for landlords and letting agents as well as a range of commercial work, including shop fitting. And the company is to launch a new website this month at doubleglazingdorset.com.
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