Installer Insight
The Rolls Royce of Consumer Protection
The Double Glazing & Conservatory Ombudsman Scheme ( DGCOS ) recently announced its successful accreditation to ISO 9001 , one element of which includes customer satisfaction .
ISO 9001 seeks proof that a business needs to ensure it maintains a focus on enhancing customer satisfaction , always looking to improve the customer and supply chain experience .
Faisal Hussain , DGCOS Chief Executive , comments : “ We loved the customer satisfaction focused elements of ISO 9001 because it ’ s something that is at the heart of what we do . Working with installers and consumers , we want everyone at every touch point with our brand to be satisfied . One of the key ways we achieve this is through collaboration , embracing the transformative power that working together has , when it ’ s properly integrated into a business .
“ Our Membership teams speak to customers day in day out to keep ahead of market trends , offer support on challenges being faced , and to make sure the organisation remains relevant and fit for purpose . This is where our members tell us DGCOS really comes into its own . We always have our members ’ best interests at heart . We listen and engage with them so they can contribute and collaborate in industry topics and feel heard . We then turn this feedback into actions which serve purely to raise standards , protect consumers , and help our members ’ businesses stand out and thrive . Our Installer Journey Benefits highlight all the areas in which we collaborate with and bring value to our members at every stage of their journey .”
Don ’ t just take our word for it James Mizen from Crystal Clear comments : “ As a family business with over 100 years of combined experience in the home improvement industry , our personal approach means we deliver time and time with the right quality products and the right price . This focus on ‘ quality ’ underpins the strong synergy Crystal Clear has with DGCOS . We are a founding member of the organisation , having recognised over a decade ago that the industry needed a decent regulator and ombudsman who would work with decent installers to protect both sides of the contract process . DGCOS fills this role fantastically . On a practical level , the ability for us to get advice and offer mediation to clients who feel that we ’ re not being fair , is critical for our business . From a marketing perspective , we can sell the fact that our customers have free access to this should it be needed which gives them true peace of mind . We would absolutely recommend DGCOS membership to others for the confidence it gives both installers and homeowners .”
Friendly , approachable business support
A founding member since 2010 , Ideal Window Solutions has over 12 years of association with DGCOS and has protected over 6,500 customers . Thom Emerson , Sales and Marketing Director there comments : “ We work very hard to be communicative and transparent with our customers , but as with many construction projects , disputes do occur . Having a professional body to go to that you have absolute faith in to mediate any issues is so important for both our business and the homeowner .
Mutual trust
“ Consumers also put trust in recognisable brand ambassadors , and this is most definitely true of DGCOS ’ s brand ambassador , George Clarke . To me , DGCOS are the Rolls Royce of consumer protection . We take full advantage of their installer journey benefits , lifting the lid on our business – our financials , our contracts , our procedures – to DGCOS to gain insight into where we can improve . If you take this support , you will improve and it will , ultimately , make you more profitable .”
A two-way street
Faisal Hussain concludes : “ We offer a service that supports installers ’ businesses but that ’ s a two-way street , and we continually work with our members to improve . They feedback to us about what we ’ re doing right and wrong which guides our future direction of travel . We also make sure that when we ’ re dealing with consumers on their behalf , they are invited to engage with a satisfaction service to monitor how they feel after the service with a complaints procedure for anyone that is not happy . At the end of the day , DGCOS focuses on doing the right thing – and so do these customers .”
www . dgcos . org . uk
64 FEBRUARY 2024 CLEARVIEW-UK . COM