Manjit and Gurdeep Lall are the brothers behind 2 RED Ltd. The unusual business name came from the fact there are two of them, and Lall translates as red in Punjabi – so 2 RED. The pair started the business in 2012 from a bedroom, with £700 profit from a product Gurdeep had sold. Today 2 RED Ltd has a turnover close to £2 million, and provides loft and cavity-wall installation, boiler installation, and electrical and gas work throughout North and West Yorkshire, East Midlands and Lincolnshire.
Central to the brothers’ success has been placing superb customer service at the heart of what they do. Gurdeep previously worked for blue chip energy companies E.ON Energy and Carillion. This gave him first-hand experience of the problems customers face when dealing with large organisations. ‘Complaints could be horrendous,’ he said, ‘and the processes in place are very time consuming. When you’re dealing with the domestic market you need to be quick and provide an excellent service.’
It was this service that caught the judges eye, along with the way 2 RED Ltd has embraced the Which? Trusted Traders scheme. Consistent performance from 2 RED Ltd over a number of months, with a high number of excellent reviews on its profile page, positive endorsement of the scheme through advertising and to its customer-base, and excellent use of social media won it the award.
Could you be the next Which? Trusted trader of the month? We’ve updated the guidelines about how to give your business the best chance. Read on for more about 2 RED Ltd.
Start of a big year
January was already set to be a busy time for the 2 RED team, as the business that started in a bedroom is set to open a big, boiler showroom in Lincoln. ‘Winning the Which? Trusted trader of the month award couldn’t have come at a better time,’ said Gurdeep.
2 RED Ltd has been building steadily over the past few years. Having started as a business that generated sales leads for loft and cavity-wall insulation, Manjit and Gurdeep realised that there was a market for installation, so hired the right people and moved into installing insulation themselves.
Customer demand led to the business moving into installing boilers, too. ‘We became Gas Safe and got all the necessary accreditation,’ says Gurdeep. ‘I recruited a heating manager and we took the heating business from there.’ Last year, ‘we became fully NICEIC approved as well – so we literally do everything ourselves for the customer.’
Keeping the service in-house means Gurdeep and the team can ensure a consistency of service level, which helps keep the positive reviews flowing in. ‘I’ve always been passionate about customer service,’ says Gurdeep. ‘I don’t use commission and targets with my sales guys because that’s how you get mis-selling. I want people who will provide a great customer service – we’re all about being the best for the customer.’
Follow our advice to get more reviews on your Which? Trusted Traders profile page.
Using Which? Trusted Traders as a sign of trust
Gurdeep told us that one of the main reasons the business chose to join Which? Trusted Traders in 2015 was the association with the trusted brand. ‘When we moved into the domestic market it made sense to use the brand that people already trust,’ he said. ‘I’m passionate about Which? – it’s phenomenal for us as a business. We wouldn’t be where we are without it.’
The 2 RED team take their endorsement very seriously, using it as a selling tool and amassing a large number of positive reviews on their profile page. ‘Which? convinces the customers that we’re worth investing in – we’re all about customer service and quality. It motivates us to get it right,’ explains Gurdeep.
The reviews are central to 2 RED’s sales. Gurdeep told us: ‘When we get customers contacting us through Which? we’ve got a 97% conversion rate. Those customers have done their research already and know what we offer. And we can always point them towards the reviews – they show we can be trusted.’
After this great start to 2018, Gurdeep and the 2 RED team are looking to grow further. ‘We’re branching out into bathrooms and installing for the house-building sector,’ said Gurdeep. But it’s not all about work. 2 RED Ltd will be sponsoring a local school football team and the business is also looking to actively support other charities.
Good luck from all of us at Which? Trusted Traders for the rest of the year and many congratulations on becoming the first Which? Trusted trader of the month of 2018.