When you enter a shop or supermarket, you want your hard-earned money to be valued with good customer service. So, are respect and manners the answer?
What’s the difference between good and bad services? Everyone throughout their life will have experienced them at least once from employees in different stores across the UK.
Features of a good service:
Good services is heavily judged in respect of the customer. If you receive good service it shows the employer and employees are respectful towards the customers. Good service should be included with any business as it offers many different positives; for example it works in both the customers and the companies favour, because it leaves the customer happy, satisfied and will encourage them to go back to the same place in the future, if their services are needed. Good services expand a business because if you show the customer care, respect and treat their requests carefully with the companies full efforts, it improves the name of the company as well as having a heightened chance of returning customers or drawing more in.
I’m sure everyone has experienced good or bad service in their lifetime
So you ask this question well, what makes bad service? It is impolite staff who have a lack of knowledge and are lazy. An example would be, when I was once in a shop and I asked for one of the staff to collect my order she then began to serve lots of customers and forgot about what I asked .This made me feel frustrated and annoyed as I was waiting for ages and it was very time consuming.
There was something missing at a recent trade show we attended. For the first time there was something slightly off kilter, a change in the tides. Maybe you noticed it too…….there was not a dollybird to be seen. Maybe that’s the wrong terminology but there were no scantily clad women of higher-than-average-attractiveness handing out jute bags, the recipient none-the-wiser of what product they were marketing. On the flip side there was a scantily clad man! Has the world gone mad? Have we as a society realised that using dollybirds is a thing of the past? Is it ok to have male dollybirds (not sure what they should be called)?
Trade shows can be a great way to increase brand awareness or launch a new product that you are bringing to market. For some large companies it’s just what they always do. They already have the brand awareness; their products are well established in the market so they just go larger. Bigger stands, lots of adverts, maybe some fun freebies or novelty items on show and eye candy to draw people in. Maybe these things work but maybe they also belittle the products they are selling. Do they also undermine their customer’s integrity?
There have undoubtedly been advances in gender equality in construction but it still remains a male dominated industry. You can see the exchanged glances when a dollybird walks past, they do seem to do the trick at getting attention for the brand but does it make a positive impact? I’m sure it is often seen as a bit of harmless fun, but for women in the industry trying to be taken seriously it can be rather disappointing.
What does it mean, then, that this year there has been an absence of women in the dollybird role but sightings of their male counterpart? Does that make it even? Does it make it ok? Should we be relying on eye-candy in any form? Definitely have fun at a trade show, bring enthusiasm about your products, talk to people, get to know your customers, listen to the feedback, the good and the bad, get yourself a good stand, one that you have thought through carefully that you can be proud of.
It will be interesting to see if future trade shows go the same way or whether this was a one-off, maybe a batch of contaminated red lipstick that took out the entire population of trade-show dollybirds or a case of dollybird-flu. Or maybe they are a thing of the past, gone for good and just another thing we’ll all reminisce about in a decade or so.
By Claire Laverty
Is a Smaller Builder the Answer?
For a long time smaller builder and businesses in the construction industry have felt somewhat overshadowed by the big main contractors who get awarded all the desirable jobs. But are the tides turning? With the unfortunate collapse of Carillion and now other large firms being put under the microscope is it more reassuring to use a smaller firm?
Looking specifically at house building, the Federation of Master Builders notes that small to medium builders had a significantly higher percentage of respondents who were ‘very satisfied’ with the work carried out. Of those who were ‘very satisfied’, SME builders had a score of 36% while the top 20 larger builders had only 17%. We know too well that a small firm relies so heavily on word of mouth and reputation to gain more work. Larger firms have a hefty marketing budget and the clout of a big brand name behind them to give them an advantage. In the David and Goliath battle of builders, smaller firms need a network of recommendations and testimonies to even the score.
So what impact has the November 2017 budget had on our SME?
Budget has seen many changes including UK growth our GDP downgraded from 1.8% to a safer tentative 1.4%
Its not all disheartening news though, employees have several encouraging changes coming their way. They will be slightly better of with an extra personal allowance of £350 before they have to pay any tax.
The upper tax band limit will be increasing by over £1000, meaning that 40% tax will not be due until they have earned £34501. These are better for the employee and bear no additional cost to the employer.
The over 25’s will also see a rise in national living wage of £0.33 per hour from April that’s an increase of a inflation busting 4% and the UK living wage is going to rise up to £8.75, up by 3.6%. With inflation running at a current 3%, this budget is definitely going to help the lower income brackets.
If partners fall into the marriage allowance, where they are both basic tax payers, they will have the option of transferring their 10% to their partner with a potential of reducing their tax bill by a further £230.00
So, what does the budget mean for us and other SME’S?
Our Midlands based glazing specialists firm, Howells Patent Glazing, have been a big name in the industry for over 40 years. Now, with the media awash with post-Brexit fears and expectations, we’re keen to show that the phrase ‘Made in Britain’ is more than just a marketing slogan.
We have seen a substantial increase in opportunities arising from both national and international contractors. This is particularly true in Europe. We believe that this is because people are starting to see the difference in quality when buying from British businesses. This is backed up by our glazing specialists record breaking turnover figures for the past 4 years.
Glazing specialists, Howells Patent Glazing, are beating the Brexit blues!
Glazing specialists like ours here at Howells Patent Glazing are excited about what’s to come.
According to a survey compiled by the EEF Manufacturers organisation, British manufacturing remains strong. With exports on the up as UK trade continues to receive a boost from the weaker pound, an improving global economy is ahead of us. The value of the pound falling has made quality, British manufactured products more affordable for overseas consumers. This boost to the manufacturing industry has already reached the likes of glazing specialists Howells Patent Glazing as we completed our first project in Spain this year.
Tracey Jackson, marketing manager at Howells Patent Glazing said, “We have noticed a definite upturn in the level of enquiries from both the UK and Europe. I think that ‘Made in Britain’ is now less of a marketing slogan and more of a reality for a lot of manufacturers like ourselves. When people buy British goods, they are buying a high quality product. Consumers are not only buying a rooflight from Howells Patent Glazing. They are buying into our glazing specialists businesses ethics of training, quality assurance, rigorous audits, safety tests and people’s futures”.
Howells Patent Glazing aren’t the only ones seeing an increase in demand in European markets.
The same survey notes that 61% of manufacturing firms state that they have seen an increase in orders. The added issue of higher import prices is another deciding factor on where people are putting their business. UK households are starting to move towards British made goods and services. The EEF have revised their forecasts for factory outputs for 2017 and 2018 to 1.3% and 0.5%. This is an increase from 1% and 0.1%.
Tracey Jackson concluded, “We are excited about the shift in patterns in our economy. We’re looking forward to a positive 2018. As a 40 year old, family run British manufacturer, we want people to love our business and its products as much as we do. We aren’t a big business – so every employee matters. Every project, big or small is important to us, and it all comes from the heart of the Black Country. We’re excited that consumers are starting to value the quality of British goods. I hope that this trend is here to stay”.
For more information on Howells Patent Glazing, the British glazing specialists, please visit www.howellsglazing.co.uk
Howells Patent Glazing, our family run manufacturing firm with over 40 years’ experience, are on their way towards another record breaking year with the help of some very high profile contracts. Our already impressive list of prestigious projects include: the NEC, Millennium Point in Birmingham and Albert Docks.
With a full service on offer, from design right through to fitting and finishing a project, Howells are landing new projects with names such as: Aldi, Leeds College and Ferens Art Gallery in Hull.
As Howells’s service is bespoke to each project, our product can be adapted during the design stage to incorporate a unique set of parameters. This could be dual colour (one colour outside and another inside), which in itself could be matt, satin, specialist RAL, mill finish or anodised. Whatever the specification and needs of the client, Howells’s dedicated and experienced team are able to work with each client to ensure their requirements are met from start to finish.
Previously, as an example of a company that goes the extra mile for our clients, Howells were able to specifically redesign their HGR1 glazing bar so that a new, glazed structure which they had created for Alton Towers would blend in to the theme park’s existing orangery.
Tracey Jackson, Marketing Manager at Howells Patent Glazing said, “Our clients are diverse. They range from lord of the manor though to celebrities and to public procurement departments. We are really excited to be working together with some incredibly high profile contracts. We gained accreditation from RISQS this year, which means that we have the ability to work exclusively on rail related contracts too – this is a massive boost to our sales team. We exhibited at the FIT Show in the spring and we are excited to see what the rest of this year will bring for Howells Patent Glazing”.
Our Black Country firm have adapted our internal systems over the years, and continue to move with the times. We’ve also dedicated ourselves to plugging the skills gap within the manufacturing industry by providing training for every member of staff and taking on apprentices and work experience pupils every year – great news for our Midlands based business, as we go from strength to strength within the industry.
For more information on Howells Patent Glazing, visit: http://www.howellsglazing.co.uk/