Broad Brand

In the third of a series of articles from K2, sales director Charles Fox explains the merits of a nationwide brand serviced by a local fabricator. We are in a service led industry from Systems Company to installer and wherever you are in the UK and Ireland, there should be a local fabricator offering a little extra, he explains.

Throughout our own lives and experiences we expect certain levels of service whether we are dining out, waiting for a plumber or even dealing with a bank or building society. But what makes the good companies great? It’s in the service and the overall experience.

Companies such as Virgin are often used as a benchmark and this company in particular has a reputation for excellent customer service. Whatever Richard Branson turns his hands to we have a certain level of expectation. But how can we relate this back to the conservatory industry?

For fabricators, they are very much in the middle of the supply chain. Above them is the System Company along with several component suppliers and below them are the installers. To satisfy the demands of the installer, these fabricators need the support of their suppliers especially given the overwhelming reliance on the System Company. Clearly to be a good fabricator you will need their support in terms of deliveries, marketing, customer service, technical back-up, product development and perhaps more than anything else, commitment.

Fabricators should therefore look carefully at their suppliers in terms of their performance across the board. Furthermore, installers should also take more than a passing interest about the respective fabricators’ suppliers and partners. Is there a good fit between them all and are they all working as a committed team? The whole concept of working closely with customers is nothing new, it has been given the management buzzword treatment as Customer Relationship Management (CRM), but it is simply common sense and good business practice.

K2 has been working with its fabricators on a regional basis for several years, and this has enabled us to develop a nationwide network of customers who can offer that little bit more to the local installer. Throughout the UK and Ireland there’s a K2 fabricator that is fully supported including Blair Neill in Northern Ireland, NW Rooftec in Lancashire, Premier Conservatory Roofs in Bristol and CBE in Yorkshire. These are just four examples of fabricators getting it right in the local market by offering a little extra in the way of support.

Peter Blair of Blair Neill comments: “We offer our own technical support both on site and in-house and we can even deal directly with the specifier, including a bespoke design service. Our customers have come to value what we offer and we are keen to stay ahead of the game.” Andy Ingman from NW Rooftec adds: “Like many K2 dealers we offer a little bit more in terms of service and support and it helps us stand out against competitor systems.”

David Collier has been with K2 since 2000 and understands the value of the brand combined with a little extra on-site support, including a survey and on-site design service. He comments: “We offer a little bit more than the average fabricator, it helps nurture a closer and more valued relationship with the installation company. Also, we can deal with architects and specifiers on our customers’ behalf.”

Finally John Crosby from CBE operates in one of the most competitive areas in the UK and concluded: “To operate successfully for so many years is testament to K2 as a supplier but also to the close working relationship we have with our customers. Our business thrives on offering installation companies a more one to one service.”

Given the increased use of glass in conservatory roofs, increased competition and the number of more complex designs, the job of the fabricator is more important than ever. For them to be effective they need the support of their Systems Company, for those that have the future is looking far more prosperous. However for those that haven’t got this backing, it may be time to move on and find an alternative. At the installation level it’s also time to have a look back up the supply chain to see exactly what they are getting, not just in terms of product, but in overall support from Systems Company down.