Our Customer Service Guarantees
We do what we say we'll do
We think the #1 measure of great customer service is a company’s reliability, i.e. “do they do what they say they’re going to do?” Because if they do they are reliable , and if they don’t, they’re not. It’s pretty black and white. Not much of a grey area. Not a lot of room for debate.
How many times have you been frustrated or even incensed by companies that didn’t return phone calls, turn up when they were supposed to or simply failed to do something they swore they’d do?
Obviously you expect a flawless, perfect, 100% spray job. As I say a number of times elsewhere on this site, that’s a given. It’s something you have a right to expect. And with us you’ll get one. But here are a few of the other things we guarantee, plus … what we’ll do if we prove to be all talk.
Phone Calls
A core part of customer service is being easy to get hold of. No voice messages saying, “I’m sorry, our offices are closed. Please leave a message after the tone …”
You can call us between 08:00 and midnight on 0151 345 6728, seven days a week (excluding Christmas Day and Boxing Day). If you can’t speak to us bcause we’re all out with customers, we’ll return your call within two hours (unless that would take us past midnight; I’m assuming you don’t want a call back at 1 a.m.!).
If we dont …
… we’ll happily give you a £20 Amazon voucher.
Agreed dates
If we say we’ll be at your property on Tuesday at 08:30, whether that’s to give you a quote or to carry out an agreed job, we’ll be there.
If it’s impractical (for example, UPVC spraying can’t be done in the rain – cold is OK but rain’s a definite fly in the ointment – and sometimes the weather changes at the last minute) we’ll call before the agreed time and arrange to alternative day.
If it’s unavoidable and we’re going to be late (for example we’re stuck in heavy traffic and can’t get around it) we’ll call and give you a new estimated time of arrival to save you wondering where we are.
If we don’t …
…. we’ll happily give you a bottle of prosecco (straw not included) or if you prefer, a box of chocolates.
Working Hours
Great customer service means getting the job done on time. Normally we’ll work from 08:30 until 18:00 (unless that’s too early/late for you – just tell us if that doesn’t suit), but we’ll never disappear leaving a job 80% done with you wondering when we’ll return.
Most jobs only take a day; if we haven’t finished the job by 18:00 and you agree, we’ll work late until it’s finished. And … at no extra charge.
If we don’t …
…. we’ll happily knock 10% off the price.
Tidiness / Cleanliness
One of the most commonly-asked questions we get by people thinking about spraying their kitchens or UPVC doors/windows is … “Will there be a lot of mess?” It’s a perfectly understandable question.
But you needn’t worry. We are meticulous about avoiding mess and overspray and will thoroughly mask everything off to ensure not a drop of paint goes where it’s not supposed to. In fact, for your peace of mind we won’t apply a drop of paint until you sign off that you’re completely happy with the masking.
When we’re spraying your kitchen, we actually bring a portable spraying booth with us that we set up in your kitchen, garage or garden (weather permitting). This ensures that 90% of the paint sprayed goes into the booth and is extracted by our high-powered fan, eliminating the risk of overspray you’ll get with other companies. Click here to read about our streamlined process for spraying kitchens to make sure it all gets done in a day.
Plus we’ll clean up and take all our masking material and rubbish with us, so your property will be as clean and tidy when we leave as when we arrived. In fact we won’t leave until you’re completely happy we’ve cleaned up after us.
If we don’t …
… we’ll happily knock 10% of the price.
behaviours
The last time we looked, you pay our wages, not the other way around. So it’s only fair that you get treated like you’re the boss. All of our employees will behave impeccably at all times.
They’ll be well-groomed and clean (when they arrive; they can’t help a few drops of paint on them after they’ve been spraying for a couple of hours!) and will be polite, courteous and friendly at all times, with everyone in your family (even the dog), plus your neighbours if we happen to come into contact with them.
If they’re not …
… we’ll happily apologise and give you (or your partner) a bunch of flowers.
