Clients
Double Glazing Company
Background
A family run organisation consisting of 9 employees
- Managing Director
- Production Manager
- 3 part time office staff
- 2 fitting teams
In business for 15 years. This double glazing company install windows, doors and conservatories.
Actions
- Initial meeting with Managing Director and Production Manager. Compiled questions that were designed to make them think about their current situation and where they wanted to be in the future.
- Examined the current turnover and profit
- Recommended cost effective marketing strategies
- Recommended ideas for growth
Observations
- The double glazing industry is very seasonal.
- It is very competitive
- Some double glazing companies have an unprofessional reputation
Recommendations
- Analyse your customer
- How can you reach your target audience?
- Analyse your advertising, is it working hard enough for you?
- Be more creative with your advertising and promotion budget.
- Organise a competition with the local press.
- After sales service is very important, especially in the double glazing industry. Phone the customer once their installation is complete and ask if they are happy, if they’re not, return to the job and correct any flaws.
- As fixed costs are fixed, employing one extra fitting team and working hard to ensure there is enough work for all three teams could increase annual net profit by £203,959!
Useful statistics
- 17% of customers who are not happy with their purchase will complain, but the rest will just leave.
- 54% of customers are more likely to become disloyal because of rude and unhelpful staff.