As the ‘Best Overall Winner’ and ‘Best in the Region’ Awards went to Thistle Windows and Conservatories at last year’s Network VEKA AGM, the Thistle team were both humbled and overjoyed at the accolades.
“With these awards being based on the direct feedback of our customer satisfaction questionnaires to Network VEKA, it gives us a clear and accurate picture of how well we are meeting the high standards of service our customers expect, and deserve. It truly represents all the hard work and tireless effort of the team, so it was a great achievement for us to win.” Managing Director Ian Bruce explains.
“To us, the most significant benefit of our Network VEKA membership is the peace of mind it gives our customers.
“The Network VEKA Customer Charter provides a promise to our customers that we have been vetted for financial stability – something that is more important than ever in today’s economic climate, and our sales representatives, surveyors and installers have all been trained to the strict standards that Network VEKA demands.”
Ian believes that Network VEKA’s IBG adds even further peace of mind: “The ten year Insurance-Backed Guarantee has been one of the cornerstones of our value proposition for 15 years, and contributes significantly to reassuring our customers that we are the right company to choose for their home improvements. No small print, easy to understand and the fact that it’s transferable should they ever decide to move home are all reasons that help our customers feel reassured.”
Thistle Windows and Conservatories was founded in 1995 and after joining Network VEKA in 1998, quickly took advantage of the comprehensive package of sales and marketing tools that enables the company to generate, develop and win high quality customer leads. “Professionally-produced brochures and sales materials have allowed us to project a highly attractive image to our customers and, with the support of Network VEKA, we have continued to grow and expand in to the leading independent home improvement specialist we are today.”
Ian continues: “From humble beginnings with only a handful of staff and a small office unit, Thistle now employs more than 100 staff at our expansive office, showroom and warehouse facility. This includes our own sales, marketing and customer service teams, architectural and design staff, plus extremely efficient installation teams.”
Despite a challenging economic climate, Thistle has continued to go from strength to strength, with an increase in customers of over 30% in 2013.
Ian concludes: “Customer loyalty has always been extremely important to us; in Thistle’s early days we would never had survived had it not been for the recommendations, referrals and support of our first customers, along with the ‘backing’ from Network VEKA. Previous customers and referrals constitute the vast majority of the quotations we provide, which we feel speaks volumes for the no-nonsense advice, high quality products, efficient installation and outstanding after-sales service that we provide.”
Pictured: Chief Executive Officer Nick Robson & Managing Director Ian Bruce