Regal Kitchens has been named Which? Trusted Trader of the Month for September 2024.
Essex-based Regal Kitchens, which specialises in building and installing fitted kitchens has won Trusted Trader of the Month for the second time. The company has been endorsed by Which? Trusted Traders since 2015.
We spoke to Emma McLoughlin, Business Development Manager at Regal Kitchens, to find out more about their business and the benefits of being a Which? Trusted Trader.
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Innovative care schemes help customers
Customer service is at the heart of Regal Kitchen’s business model: ‘‘‘Where client is king” is our company tagline,’ says Emma. ‘It is also our ethos and the basis on which the company was founded.
‘It applies from the moment a prospective customer first contacts us through to the post-installation customer survey and beyond.’
In order to support their customers, Regal Kitchens developed a ‘step-by-step guide to creating a perfect kitchen’, offering information on every aspect of the design and installation process. This allows customers to take the driving seat on developing their kitchen.
The company has also recruited a dedicated Customer Service Manager to communicate with and support customers throughout their kitchen project and after it is completed.
Regal Kitchens also runs a Regal Care scheme. It sends a home economist to clients’ homes after their kitchen is complete, to ensure they’re getting the most out of their new space and appliances.
Their economist also hosts workshop style events in their showrooms so clients can test out any products before buying.
Their focus on customer service is reflected in their brilliant reviews (an average of 4.9 stars from 113 reviews). One satisfied customer wrote: ‘Everything was meticulously planned for us, and every detail was explained in a concise and exact way, from pre- to post- fitting. We are very satisfied with our new kitchen.’
Another review reads: ‘From the moment I walked into the showroom until my post-instalment inspection, the customer service experience was second to none. The quality of their products is of the highest quality - they certainly deserve the crown in their logo!’
Commitment to reducing customer detriment wows judges
As well as highlighting their customer service and charity work, our judges were also impressed with Regal Kitchen’s commitment to reducing customer detriment.
‘Our team regularly participates in industry-specific training to stay updated with the latest trends, technologies, and regulations,’ says Emma.
‘As a kitchen company, reducing consumer detriment is a top priority. We employ a number of key strategies to ensure customer satisfaction and safety.’
One such strategy is regular staff training, which includes safety, customer service, and product knowledge training.
They also offer multiple customer protection policies, including clear and transparent pricing, and comprehensive warranties and returns.
One of our judges said: ‘They have a thorough understanding of potential customer detriment, demonstrating policies and regulations, consumer protection policies, continuous training and more.’
Charity work to support the local community
As well as their brilliant customer service, Regal Kitchens also supports their local community with a variety of charity initiatives.
The company recently donated two kitchens to a local homeless shelter which was struggling to raise funds to replace their kitchens.
It also regularly hosts educational sessions in their showrooms, including an annual case study day for interior design students from a local university, and interactive cooking sessions for local secondary schools.
Regal Kitchens also hosts regular live workshops and cookery demonstrations, including a recent Marie Curie baking event.
‘It was great to see so many people (including the Mayor of Chelmsford) in the showroom enjoying the complimentary food and drinks that were on offer,’ Emma said. ‘Plus, the industry leading Kitchen, Bedroom and Bathrooms trade magazine, KBB Review, featured our new showroom as their Showroom of the Month in May 2024.’
One of our judges said: ‘This company is a showstopper for me. The work they are doing in the local communities is fantastic and should be applauded.’
Which? Trusted Traders generates business
‘The endorsement process is rigorous but most definitely worth it,’ said Emma. ‘Having such a well-known name in the industry behind your company will give customers extra confidence in using your services.
‘Our clients see the Which? Trusted Trader logo as a sign of excellence and a gold standard so we are pleased to show this branding in many ways.’
As well as showing the Trusted Traders logo on their trucks, showroom and uniforms, Regal Kitchens also has a section on their website dedicated to their accolade.
Emma said: ‘We regularly have customers contact us who have seen us on the Which? Trusted Trader website. We estimate a third of all our clients have come from Which? in the last six months.’
Congratulations to Regal Kitchens for winning September 2024’s Which? Trusted Trader of the Month award.