We’ve faced many difficult challenges at TWC over the years and one of the toughest has been in recent weeks when we had to temporarily suspend visits to customers in their homes, when we would talk and price up products with them face-to-face.
It’s a situation we had never been in before and we quickly needed an alternative solution, otherwise we risked losing a significant amount of custom.
The traditional routine of a sales representative visiting a customer’s house, measuring their windows, sitting in their front room and working out prices, then “phoning the boss” for a discount, is what people have come to expect from the double glazing industry.
But then we remembered a large survey of our existing customers that we conducted last year, asking them about the best and worst parts of their customer journey.
The majority of those polled said that having a stranger (sales representative) come into their home was the part they felt least comfortable with. So perhaps the predicament we found ourselves in wasn’t quite as big of a blow as we first imagined.
Reminded of this feedback and with social distancing measures here to stay, we came up with the innovative ‘Virtual Appointment’ system.
As long as a customer has an internet connection and an email address, we can hold a Zoom call with them via a phone, tablet, laptop or PC and share screens to show them our sales presentation. The sales representative can also outline the credentials of TWC, carry out a product demonstration and work out an accurate price there and then, without any fuss.
The feedback from customers who have used the Virtual Appointment system has been extremely positive, and it’s a much greener way to do things.
We love that our customers have embraced it so much and that we have found a solution that keeps both them, and our staff, safe.
Try it out yourself and organise your home improvements with TWC from the comfort of your own home.
