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Trust and transparency – A customer experience

In the world of home improvements – especially when it comes to windows, doors, and conservatories – trust and transparency are essential. It can be hard to choose a company when there are so many options and so many horror stories of bad installations and rip-off prices.

Published: Wednesday 3rd July 2024 | Categories: House & Home,News

Recently, we had the pleasure of helping a customer who experienced firsthand the importance of researching and getting multiple quotes for a project before committing.

The first quote

One of our customers in Cambridgeshire approached us after her initial experience with another home improvement company. This company had approached her at the doorstep and offered to quote for a full like-for-like replacement of the windows in her home – a project she had been considering, so she agreed. She received an initial estimate which was quickly followed by the sales representative offering to call their manager to secure a better price. After a brief call, they presented her with a revised quote which saw the price drop by nearly a third. She accepted and paid a 20% deposit.

Over the weekend she reflected on the experience and realised that one of the windows hadn’t been measured during the quoting process. This customer had not only received a quote but had also signed a deal and paid a deposit on a project that had not been properly assessed.

This, coupled with the initial drastic drop in price, led her to feel as though she should get a second opinion. So, she decided to give us a call.

The second quote

A member of our team was able to pop over that same day, measure up and provide a quote for a like-for-like replacement, as requested. Our quote came in at under half the cost of the accepted quote which understandably made her feel like she might be overpaying for the project.

She decided to approach the other company to cancel her order and initiate the return of her deposit. They asked what she had been quoted, and upon revealing our quote immediately dropped their price to closely match ours. This, for her, further called into question their integrity so she proceeded with the cancellation.

After getting their deposit returned we were able to begin work on the project, completing the installation within 6 weeks.

A satisfied customer

When asked about their install experience with our team the response was “Fantastic, fantastic! They were efficient, they cleaned up and when I found a scratch on one of the windows, that was also quickly fixed. Super!”

This is a customer who is happy to recommend us to friends and family – exactly what we hope to inspire in every one of our customers.

Transparency and communication are at the heart of our customer service philosophy. We also insist on a No Hard Sell approach, meaning as a customer you will never feel pressured to make a decision on a quote and our pricing will always be honest and fair. 

This customer’s journey with Elglaze underscores the importance of trusting the company you engage with for any home improvement project. Our principles of honesty, transparency, great customer service and after-sales care are the principles that guide everything we do.

If you’re considering home improvements and want a company that puts your needs first we hope you will give us a call.

Contact us today using the contact form below.


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