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Money, money Richard Christie, CEO of the Double Glazing and Conservatory Ombudsman Scheme (DGCOS) says in reality consumers sometimes withhold large sums of money for minor remedial work, but mediation can result in a satisfactory agreement for both parties. Although the vast majority of installers do a great job, sometimes, things can and do go wrong. And with the industry’s poor reputation - made much of by the consumer
press - many homeowners just don’t give companies the benefit of the doubt. This can cause untold damage to an installer’s reputation, not to mention their balance sheet! Of course it’s always useful to ensure there are as few problems as possible: DGCOS puts members through a rigorous accreditation process and provides ongoing training and support on documentation and communicating with customers, which helps keep complaints to a minimum. Less than 1% of the contracts registered with DGCOS result in a complaint, compared to a national average of around 3%. But nobody’s perfect; and recently DGCOS has seen a rise in unjustified complaints by consumers. In any case, it’s essential to have a strategy to deal with complaints quickly and effectively. Continued on page 45...
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PAGE 30 Steve Haines, Sales Director at Stuga Machinery explains to Glass News why dealing with a British machinery manufacturer is an advantage.
Issue 32 | November 2013
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