Customer satisfaction has always been at the heart of Hillis Security Systems Ltd. Providing excellent customer service is what managing director and founder Vince Hillis loves most about his job. Specialising in installing, servicing and maintaining intruder alarms, CCTV and access-control systems, Hillis Security Systems Ltd operates across London and the Home Counties.
Vince started out in the industry working for one of the national companies, which he says was an education in how not to treat customers. ‘I wasn’t happy representing a company that wasn’t treating customers with respect and being there for them,’ he explained, ‘So I started out by myself.’ The Essex-based business has grown steadily and, 20 years later, Vince now heads up a team of nine.
Taking pride in customer service
Vince responds personally to all the reviews his customers leave on the Which? Trusted Traders site and his pride in his staff shines through in his responses. Vince confirms that in conversation, talking about how all the staff, engineers and administrators alike contribute to the customer-focused company culture.
‘Quality service starts with the initial phone call to our office,’ says Vince. ‘Once we have received an order, the installation engineers will confirm with the customer that what they are about to install is correct. They give a full demonstration and handover once it is complete. Once that’s done, it doesn’t end there. The customer is then provided with 24/7 support, 365 days of the year. Should they need any assistance at all, we’re there for them.’
Vince says they aim to get the details right. For example, any appointment made over the phone will be confirmed via email. Then, if engineers are delayed for any reason on the day, they make a point of communicating that to their customers with an apology, give an ETA and ask if it is still convenient to do the job. As Vince says, ‘You can’t assume that customers will just wait for you indefinitely. You have to make sure that any changes are convenient for them.’
This concept of continuing service is particularly important to Vince’s customers because of the ongoing nature of the business relationship. Hillis Security Systems Ltd doesn’t just install alarms or CCTV cameras, it also has staff on hand to service that equipment and respond quickly should there be any problem. In fact, Vince said his business often attracts customers who've been let down by other companies that can't adequately support them with call-outs and regular maintenance after the installation stage.
With business going well, Vince is keen to continue to expand at a manageable rate in the future. ‘I’d like it to expand with the care and consideration still in mind that we provide and have always provided. I will never lose sight of that,’ he says.
Natural Which? Trusted traders
Hillis Security Systems Ltd was one of the first companies to sign up to Which? Trusted Traders. Vince said it was a ‘no-brainer’ for the company, which was already working to extremely high standards and endorsed by trading standards. The association with Which? Trusted Traders felt like a natural fit.
Customers have responded really positively to the accreditation. Vince told us that he found the endorsement gave customers extra confidence about placing their orders. They find the reviews section on the company's profile particularly useful. ‘The company has gone from strength to strength since our customers have been able to share their experiences online for other like-minded people to read,’ says Vince. ‘With so many reviews giving an all-round explanation of how we work as a company, referrals from the Which? Trusted Traders website are definitely the best lead we can get.
We absolutely love getting enquiries from customers who have read our reviews on the Which? Trusted Traders website. We know immediately that it is a genuine enquiry from someone who wants a trustworthy, reliable and knowledgeable company that adheres to the Which? Trusted Trader Code of Conduct.’
As the video on its website says, ‘Which? Trusted Traders and Hillis Security Systems, two brands, one goal – customer satisfaction!’
Many congratulations to Vince Hillis and all the team at Hillis Security Systems Ltd for a well-deserved win of October 2016’s Which? Trusted Trader of the Month.
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