‘Service Standards’ Category

Last Friday (5th November) we installed some Star Galaxy worktops in  a kitchen in Harrogate. The customer was delighted with the end result.

However, she wasn’t delighted with our punctuality!

We had told her we’d be with her just before noon – having another installation in Skipton first thing. Fine, no problem.

However, due to circumstances unforeseen and beyond our control, we were in Skipton much longer than anticipated. We eventually arrived with our Harrogate lady at 2.30pm! She was very unhappy and we completely understand why.

If we had explained that we might be late (because granite installations are complex and can be unpredictable) and if we had phoned her asosoon as we knew we were held up – her perception would have been very different. We were guilty – not of being late – but of not seeing the issue from our customer’s point of view.

As a result of this feedback we are developing a  Customers’ Charter . This will set out standards of customer service that will clearly set out how we will work and communicate with our customers.

At Dales Granite we are constantly looking for ways to improve our business – not just our product but our service. We actively encourage feedback and incorporate it into our future performance.