Proactive customer care makes all the difference

Proactive customer care makes all the difference

Having a new kitchen fitted is an exciting time, but we also understand that for some of our customers this process can feel quite daunting. As a family-run business, personal recommendation is our biggest sales channel and we think this speaks volumes.

Delivering excellent customer service relies on that personal touch in our communications, as well as the ability to listen carefully to our clients’ needs. To this end, every member of staff at our Westerham showroom is here to help and has been trained to provide assistance.

Meet Amy, who is part of the team here to ensure good customer care practices are implemented across the whole organisation, from design to fitting. We caught up with Amy to discuss what new customers can expect.

Amy says:

In the early stages we work with our clients to research their requirements, before the kitchen is designed, agreed, and pre-ordered. For our design team, customer care lies at the heart of everything they do. When it comes to the actual installation of the new kitchen, key phases mark the journey:


Once the new kitchen has ordered and signed, a member of our team will come out to check the final measurements. Our customers value this meeting as it offers another opportunity to ask any questions and check all the details.

Leading up to the installation, we work with clients to agree dates and further details. By having our own team of expert fitters, we can be competitive on price and guarantee the highest standards.

Works in progress

Once the installation is underway, we’ll be in touch at least once a week to see how it’s going, and maintain daily contact with our fitters. We aim to put our clients at ease by ensuring any emerging issues are resolved quickly. This period of the project can be the most stressful because a lot of change is happening in the space. We’ll do our utmost to minimise the impact so it’s as least disruptive as possible.

Practical completion and snagging

Once the kitchen is up and running, which means it’s fully functioning with worktops fitted, there may be some ‘snagging’ jobs remaining. At this point we’ll come back to sort out these points, such as aligning kitchen doors as they settle. In the unlikely event of damage during the fitting stage or in transit, we’ll reorder the items needed and reinstall swiftly. Any panels or sections that couldn’t be completed before, due to other building works taking place, can be fitted now. Our fitters take great pride in their work and will endeavour to leave the site tidy and well kept.

Remedial work

Manufacturers’ guarantees are supplied on all the products we install, from door fronts to fixtures and fittings. If, after a few months, something isn’t up to scratch, our customers can be assured that we will do our utmost to resolve any aftercare issues as smoothly and efficiently as possible, which might involve sending a fitter back to inspect the kitchen. Our workmanship is guaranteed for 12 months.

We believe getting a new kitchen should be a positive experience. Come along and speak to any of the team at our Westerham showroom, and experience our customer care values for yourself.

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