Everyone is in sales. My tale of how a plumber in Brum, saved me over ￡1,500 in parts, the cost of over 10 hours of labour and more...

About a year ago, a friend at work told me about an experience he had had with a company when his boiler had broken. I listened with great interest as he told me about the engineer who he had employed via his gas supplier had visited the property and fixed his heating for FREE.  Hmmmm! The service ended up including parts and labour on the condition he signed up to a 12-month servicing contract costing less than ￡20 per month.

Skeptical, with a 15 year old heating system and boiler which hadn’t worked for some time, I called; paid a ￡90 one off charge for a visit (as unlike my friend, I wasn’t an existing customer), signed up to the same 12 month policy and after the replacement of 8 parts including the flu, mother board, emersion switch, timer and pump and 5 engineer visits; I can sit in my home; effortlessly warm and cozy for the first time in some time.

This is a perfect example of what I mean when I say… “everyone is in sales”. The original engineer could have simply attended, completed his work and left but he didn’t. He excelled in customer service and won not one, but now two customers for life.

The front line is ultimately responsible for results, but they can be greatly helped or hindered by those behind the scenes delivering the service experience our propositions offer. 

To experience the service Shawbrook can offer, get in touch and give us a try.

Fran Green

07747 269454