How to avoid complaints? How to have good relations with investors and customers? How to make your work your best advertisement, and how to make customers recommend your company to each other? We have gathered our rich, long experience in this field. In this article we will share our knowledge with you. You will learn what to do to avoid or minimize the risk of complaints, and thus increase customer satisfaction and your profits.
Garden architecture manufacturer - what are the most common problems?
Every manufacturer of garden architecture or seller of backyard playgrounds has struggled at least once with a complaint from a customer. This is, unfortunately, an integral part of doing business, whether at the ordering stage, the production stage or already at the installation stage. Hence, it is important to provide your customers with high quality service in the broadest sense. By this we mean communication, advice, execution of the service and installation using good products. We will now zoom in on the causes of problems and our ideas on how to avoid them.
1. bet on quality - choose only high quality pole bases and mounting accessories
If you are a manufacturer of garden architecture or backyard playgrounds, or produce fences and other wooden structures, you realize that the most important aspect is the choice of solid materials. By choosing to use cheap, low-quality imported materials, you accept the risk that the entire structure will be unstable and its durability will be significantly reduced.
That's why it's so important to bet on reliable suppliers that produce high-quality assembly components. Their anchors and fasteners are made of thick sheet metal, have effective corrosion protection and, above all, have a solid line weld. These factors guarantee the durability of the structure during everyday use, but also in extreme conditions like downpours and windstorms.
It is worth investing in the best quality materials. They are a guarantee that the structures erected on them will be stable. Our favorite saying on the subject is " Your structure will be as strong as the strong anchors you choose". Don't hesitate and choose well!
2. installation accuracy - how to install correctly to avoid problems
Another important point in avoiding customer claims is professionally performed installation. There is no room for fiddling! Your work must be characterized by two features: durability of construction and aesthetic appearance.
- durability of the structure - a poorly chosen anchor, a misplaced fastener, screws that are too short, poor quality or badly impregnated wood are material issues, chipping of tin on anchors. All this will quickly start to make itself known and the customer will come back, but not with a new order, but with a complaint
- Aesthetics of the structure - scratched powder-painted surface, damaged zinc coating, steel elements with signs of corrosion, battered wood, structures that do not hold dimensions and angles - is a matter of negligence or lack of skill of the contractor. Such work will not even pass the visual acceptance of an average "technical" investor
Our advice is to follow the manufacturer's recommendations. If it says this anchor is suitable for this and not that application, it usually knows what it is saying. If he advises installing something in a certain way, don't try to be smarter by force - such instructions are always made on the basis of thorough product testing. If you have any doubts - call and write to the manufacturer. He who asks does not err!
3. choose dedicated products - opt for solutions dedicated to specific needs
During project implementation, the causes of problems often lie in solutions that are ill-suited to the needs of the structure and the investor's expectations
To ensure the safety of the entire structure in the garden when putting up, for example, a gazebo, pergola, carport or other small garden structure, you need to pay attention to the fixings. They must be able to withstand the load that will be placed on them. All metal components: fittings, angle fasteners, screws or bolts must be properly matched to the material from which you make the structure. These small components also need to be protected from corrosion by hot-dip galvanized or made of stainless steel.
In the offer of pole base companies you will find many solutions dedicated to different types of ground, for other shapes of wooden poles, for other sizes or for light and heavy structures. Choose wisely!
Customers are increasingly opting for installation using "discreet" anchors of those that are least visible. They want to focus on the beauty of the wood, which will subtly accentuate the integration of the structure into the garden or terrace. Some anchors have a design that ensures ease of installation or, alternatively, removal, giving the customer the option of rearranging the garden.
Sometimes it so happens that the customer wants to use wood of non-standard dimensions. Then it can be a problem to hit the right dimension of the anchor. What is the solution? Look for adjustable anchor. There are those that we can adjust in width, but also in height. And even anchors that combine both!
4 Buying from a manufacturer - benefits of choosing a supplier that provides technical support
Buying and working extensively with a manufacturer that offers technical support provides quite a few benefits.
- Price - direct access to goods without intermediaries. Prices can be more attractive, especially with regular, multi-year cooperation. In addition, the manufacturer often offers products that are compatible with each other, making the buying process easier. And it saves you time and money in the process. You also eliminate the disappointment of a situation where accessories won't fit together
- Technical support - access to materials, product sheets, certificates and approvals is a valuable benefit. In addition to the fact that you receive professional knowledge and assistance with purchases, you can also count on help with other difficulties arising from the use of the product. The manufacturer will help, advise both on installation and subsequent use, possible maintenance or repair and replacement.
- secure inventory - a manufacturer usually has a sizable amount of any product from its range in stock. And if not, it can quickly produce them. You won't be left out in the cold and you don't have to buy "in stock"
- products meet standards - in addition, access to full documentation, certificates, quality declarations gives you peace of mind. You have confidence that the structure you are putting up, will be safe. You have a document confirmed by the manufacturer of what material and how it was made, and that it meets European standards.
- marketing materials - the manufacturer can also provide materials for your use, if you want to add to your website, for example. It will provide you with excellent quality photos, technical sheets, instructional videos, anything that will help you and your customers understand the product better.
If you buy from the manufacturer, you are guaranteed direct contact, which makes complaints easier and speeds up the whole process. If you order online, the benefit is that most online stores place a strong emphasis on quality management in e-commerce. As a result, they are characterized by a pro-customer attitude. Don't be afraid to order even large quantities of material online. Modern manufacturers have packaging monitoring, so even if you make a mistake, you will quickly track down the error.
During a long-term relationship with a particular manufacturer, you are usually served by an individual account manager. This allows you to develop a mutual understanding of each other's needs, thus speeding up the purchasing process. In addition, in some companies you can get a trade credit. Then you are not threatened by the risk of loss of liquidity or broken supply chains.
5. cooperation with the investor key to eliminating misunderstandings and complaints
It is very important to build trust and a good relationship with the investor, i.e. the person or company commissioning the project. This will ensure, peace of mind for both parties and no doubts about the progress of the work. This will avoid possible disputes.
What does professional customer contact look like in practice?
- constant, regular communication, fixing and clarifying doubts on a regular basis
- Establish the details of the project in advance, broken down into phases, so that each party has clarity
- Complaint management - if problems arise they should be resolved immediately, not after the work is completed - as this is what leads to claims and complaints.
- active cooperation gives the investor confidence that his expectations will be met
- Regular inspections of the project's condition - during construction by the contractor and after completion by the user. This will allow you to quickly locate the problem and nip it in the bud
In summary, to minimize the risk of complaints, it is worth sticking to the five points above. Take care of high quality materials or finished products from a reliable supplier. Make efforts during installation, and have clear communication with the customer. Finally, respond quickly to any complaints, you can't put it off. If a situation has already occurred, it should be resolved immediately. With this, we will also build a positive reputation in the market and in the industry.
