The importance of customer service should never be underestimated. Frankly, it’s the most important direct connection between customers and any business. All of us want to feel supported and well advised while purchasing. As buying windows and doors is neither a cheap investment nor an impulse buy, it is no wonder that windows customer service plays a crucial role in the decision-making process. At Fenbro, we are perfectly aware that customers who are happy with the professional sales and after-sales support we offer will remember us well and come back to us whenever they need more joinery!
What makes Fenbro customer service stand out
Listening, understanding customer’s needs and promoting a positive, helpful and friendly environment – these are all very important aspects of successful customer service. But what is the secret of the Fenbro Sales Team which is so much praised by the customers in all Reviews they share with us? Well, in our opinion, it is everything that helps our customers have a great experience with our company whenever they reach out to us for help. In order to be more precise, we have identified our own 10 ways to deliver excellent windows customer service!
Here they are:
1. Knowledge of products
Fenbro Sales Specialists are experts in joinery – they sell products they are fully familiar with. Before they start working with our customers, they have to go through product-specific training and attend sales meetings where they learn the details and secrets of the Fenbro offer. Thanks to it, they know everything about products, product brands, usages, dimensions, colours, and accessories. They will advise you how to choose the best windows and doors on the basis of your area of living (coastal or inland) or the climate and weather conditions your property is exposed to. With their help, you are much closer to choosing the joinery products that will fully meet your needs and expectations. And it is what the right windows customer service should be all about, isn’t it?
2. Quick response
All of us have experienced the following at some point in our lives as customers: we are interested in some company’s products and services, we want to know the details of their offer so we contact them via email or their website contact form. And… nothing happens. We know how irritating it is to wait for the response from any company for longer than it is needed, right? That’s why at Fenbro we operate differently! We get back to our customers as fast as possible, by phone, WhatsApp, Messenger or video calls (preferably via Meets) – we choose the method which is the most efficient for them. Our customers get the quote, either new or updated, within 2 working days. At Fenbro we fully understand that you don’t buy windows every year, so you need to be sure that the offer fits your budget. You should be able to compare the prices of different products so you can ask for quotes for different models. You’re not satisfied with the product choice you’ve made? No problem! We are ready to update your door or window replacement quote as many times as necessary in order to provide you with the best possible solution for your home.
3. Fully itemised quote
Buying windows and doors is a serious investment, so no wonder you want to know upfront how much you will pay. However, at some window and door suppliers, sales quotes may be too general. It happens that you get just one sentence summing up how much you will pay altogether, without a detailed list of your products and services. It does not sound too professional, right? But don’t worry, it is not the same with Fenbro! In up to 2 working days, you get a free non-binding quote with a detailed item-by-item breakdown of all the costs. Sales quotes sent to you by our customer service always include an itemised list of goods with all product parameters, including U-Value, Lt, Ug, detailed dimensions and services (delivery, fitting etc.) requested by you. What’s more, prices for each item always cover all necessary taxes and discounts so that you have a clear view of exactly how much you are going to pay for our products and services – and why. After sending the quote, our sales specialist will contact you to answer all your questions and clear all your doubts.
4. Flawless communication
We know that in the buying process, communication is the key. That’s why we make sure that we build the best possible relationship with our customers from the very beginning. All our Sales Team members speak fluent English and have no problems communicating with clients from countries such as Ireland or the UK. As a result, customers from English-speaking countries will not feel that they are buying from a company located far afield. Rather than that, already after the first contact, they will get the impression as if they were talking to neighbours or good colleagues – or at least, their local joinery suppliers. What’s also important, we always choose the best way of communication for our customers (messenger, WhatsApp, email, video calls, etc.) so that we can discuss all the details of the offer together with them.
5. Trusted and friendly environment
Buying joinery is an expensive purchase. What is more, customers have to pay us money in advance and then wait up to 8 weeks for their order. You have to admit that all of that requires a great deal of trust! That’s why our goal is to make them feel confident and assured of our reliability throughout the whole purchasing process of windows and doors. The trust and satisfaction of our customers are the result of very quick response from our side, individual approach, frequent follow-ups on the progress of every order and the highest quality products and fitting services on the market. The fact that all of this is done remotely by our Sales Team in Poland for customers abroad makes the whole experience even more unique! All of us at Fenbro put a lot of effort into our work so that you get all the products on time and are only positively surprised with the final effect after window or door installation.
6. Contact at every stage of the purchase process
Many companies like to highlight that they focus on customer service and want the best for their clients – while at Fenbro we really put these words into action. We are close to our customers and respond to their expectations at every stage of the order completion: from delivering a sales quote, updates in the quote, frequent follow-ups, coordinating measurements by our fitters, through agreement and payment, to the shipment of products. We want to provide them with the best windows and doors from Poland in the most competent and satisfactory way. And such an approach brings visible results! Our customers praise us for full professionalism from first contact right through to the finished product. Such reviews are worth all the effort!
7. All joinery in one place
We want our customers to be able to buy all the joinery in one place, at very affordable prices. We have solutions for every customer group (B2C as well as B2B customers). Thanks to the fact that we have gathered all of the most renowned window and door brands in Poland under one roof, our clients do not have to look for products from different suppliers. And whenever they feel lost or overwhelmed with our wide joinery offer, our customer service is ready to help them make the right choice, based on information they share with us. At Fenbro, it is possible to realise even very unusual design solutions and have the entire order delivered to your address in one delivery, on the same date.
8. Complete service package
In order to meet customers’ needs, we provide a complete service package. Our customer service arranges everything, from measurements confirmation, to transportation and door-to-door delivery. All over Ireland and Northern Ireland (and soon the UK!), the Fenbro offer includes: products, delivery, installation, guarantee and after-sales support – it is a unique value differentiating us from other companies in the joinery industry. We have all the necessary tools and resources to ensure not only the highest quality joinery products, but also highly professional windows replacement and door fitting services.
9. Best fitting teams in Ireland
It is said that even the best quality windows and doors are nothing without professional installation. Well, we couldn’t agree more. However, finding a good team of windows and door fitters can be a challenging task. Luckily, Fenbro customer service comes with a solution to that problem, too. We have a team of professionals ready to provide all the necessary windows and doors installation services in Ireland and Northern Ireland. According to the enthusiastic customer reviews, our fitter Marcin Wojtyczko and his team are among the best ones in joinery business in Ireland – check all the Realizations conducted by them to understand why!
10. Warranty and after-sales service
Ok, so you have your windows and doors bought and installed. At this point, most joinery companies (and companies in general) try to slowly cut ties with their customers. Again, that’s not the case with Fenbro. Our customer service is ready to answer all your after-sales questions and doubts, including complaints. All windows and doors purchased at Fenbro are covered with full guarantee and several-year warranty periods, which means that each complaint is handled with care and attention. Additionally, we offer support after the guarantee period is over. We have all the necessary spare parts, ready-made products and tools to help our customers solve the most burning issues.
Why deal with Fenbro customer service
Are you still wondering why Fenbro customer service is rated 5 stars on Facebook and Google? Well, it’s clearly because of our priorities: keeping the voice of our customers at the top of mind and helping them to choose products they are 100% satisfied with! With us, you can feel comfortable during the whole process of purchasing windows and doors from Poland. We build customers’ trust with quick responses and the fact that we are always available to answer all their questions. The feedback from our customers proves that they are highly satisfied with our competence, short response time, regular follow-ups to the order, always keeping the deadlines set in the order time plan as well as high quality products and fitting services. Do you want to check the credibility of Fenbro customer reviews? Give us a try and ask our Sales Team for a free quote!