In the two years since their business was last crowned Trader of the Month, the owners of Finesse Windows certainly haven’t been resting on their laurels.
Customer service innovations, top-notch reviews and lots of charity work in recent months caught our judges’ eyes and helped the firm win the title again.
‘It’s brilliant as this is something that we really place a lot of importance on,’ managing director Russell Bridge told us. ‘It’s a massive reward for us and the staff are going to be chuffed to bits when we tell them.’
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The key to success for Russell and his sister, Ellie Franklin, the company’s customer service director, is to put service at the heart of what they do.
‘It’s a service-led company,’ Russell said. ‘Although we are selling a product, it’s about the service. We spend a lot of time working on our systems and processes.
‘We try to be the opposite of what you might expect from a window company and the Which? Trusted Traders tie-in really helps to support that. It makes customers feel comfortable, especially in our industry.’
Aftercare is a key part of the approach at Finesse Windows. The designers now visit all customers after their installation with a branded goody bag to thank them for their business and check everything has been completed to the customer’s satisfaction.
This year, the firm has also introduced innovative new software designed to further improve customer service by tracking all the tasks that need to be completed. It will also allow them to introduce automated customer updates later this year.
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Charity work and community outreach is also high on the company’s agenda and drew praise from our judges.
Staff have recently supported local school fairs and raffles, and taken on swimming and running challenges to raise more than £8,000 for the Motor Neurone Disease Association. The charity has long had a special place in Russell and Ellie’s hearts, after their father – who founded the company – passed away from the disease.
Finesse Window’s next big campaign is a competition for a local school to win new glazing. It follows a similar scheme two years ago which saw the company donate £10,000 of windows to a local community centre.
‘We have got to where we are as a business because of the local community spending money with us,’ Russell told us. ‘We just can’t keep taking all the time, we have to give something back. It’s a lot of money for us, but it’s the right thing to do.
‘Our strapline is ”We care”. That’s what sets us apart from other businesses - and we don’t just say it, we do it.’
Congratulations to Finesse Windows, the winners of July’s Trusted Trader of the Month.