The autumn and winter months are a time of year when it seems the number of service call requests increases dramatically. It can be lower quality window hardware that is susceptible to the cold weather suffering failure from moisture and subsequent corrosion. Or maybe it is the perceived “draught” coming through an old door. The colder weather seems to bring about more service calls for window products to retail installers than other times of the year.
With most systems companies issuing maintenance instructions on their door and window products, can a window really be “fit and forget”?
Most window installation companies will have stories of customers who demand endless service calls. Others will recall contracts where they have sent their service engineer out to inspect problems that would not have arisen had simple care and maintenance taken place.
Has the window industry fallen into a service call trap by giving the impression doors and windows are “fit and forget?”
Sales people by their very nature will rarely highlight anything negative in trying to secure a sale. There are many that will use the line “no matter what the issue with your windows or doors, we will put it right” or “once your new windows are installed, they will be a fit and forget product Madam”.
In making such an open statement about fit and forget is the average double glazing salesman actually costing his company money?
The home improvement industry, no matter how well meaning has stupidly fallen into the 10 year guarantee trap. A simple replacement window job consisting of say, two windows and a door is not a substantial order to a window company. With margins being squeezed (and particularly when the products are pvc) the window sector still has to fight for work and it remains very much a price driven industry.
- Is claiming windows to be fit and forget when there is an obligation on the part of the end user for some routine maintenance and cleaning to be carried out wrong?
- Is giving the impression that whatever a fault the window company will come out to rectify even though it may have been caused by the user right?
The simple fact remains that with many retail installations any service call work simply reduces any profit in that job. This is made worse by those window companies who choose cheaper window systems that over the years have proven themselves less reliable.
What does your company do to ensure a service call is genuine?
It is often the case in many home improvement companies that the initial service call request will be taken by a receptionist. With customer service of high importance it is unlikely that a customer would be questioned to find out the cause of the fault. Often the customer will say “my door is not locking correctly” or “my bifolding door will not slide properly” but will rarely go into greater detail. The window industry feels an obligation to meet the customer need, particularly where recommendation and follow on work is so critical. On this basis many companies simply accept the service call request as genuine.
There may be simple explanations for why a window or door may not be functioning correctly. If a bifolding door track for example has dirt and debris hindering the smooth operation of the bifolding door rollers the customer may think there is a fault. Do you make sure that the track is kept clean before you send out your service engineer?
If the one screw that holds most door cylinders in place on many doors works loose, it can hinder the operation of the key giving the customer the impression that their door is not working correctly. Does the company explain that from time to time this screw may need tightening?
These two simple examples are often reasons for window companies to be called out for service call work where no fault is evident but often the lack of simple maintenance by the user can be the cause for the service call. Does your Installation Managers or Service Engineer make a telephone call to get more clarity as to the nature of the service call or do you simply send someone out?
What the customer will never appreciate is the cost to a company of the Service Engineer.
Service Engineers will often be salaried rather than self employed like window fitters with the associated costs of holiday pay, sick pay and National Insurance. The Company will also be bearing the costs associated with a van, spares, tools and fuel. Often the Service Engineer will be called upon complete work that the original fitters should have completed in the first place.
The window industry has stupidly fallen into the trap of the 10 year guarantee so what do you do to ensure your service calls are genuine?
And can a window or door ever be a “fit and forget” product?
The post Are any window products really fit and forget? appeared first on Aluminium Trade Supply.
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