Delivering exceptional customer service is central to our approach at Contour. Indeed, it’s something that we’ve received awards for in the past – via Houzz (an independently verified site) where we received the Houzz Customer Service Award in both 2017 and 2018, while also winning the Customer Service Award in the Cheltenham Business Awards 2018, having beaten other local businesses to the prize.
So, while our customer service may be award-winning, how do we go about delivering it? Just what is the customer journey?
Well the relationship starts at the very beginning, either when a prospective client chooses to walk in to our studio, or with them having got in touch via our other communication channels – i.e. the phone or online. From here, most customers have;
A studio tour – After a warm welcome, our designers will give you a tour of the studio where they’ll demonstrate the various features of each of our displays to give you an appreciation of the finer details.
A consultation – this is an in-depth meeting where we establish your personal kitchen requirements, while exploring the potential appliances, worktops and lighting that could work best for you.
A site survey – A member of our team will visit and conduct a full measured survey of where your kitchen is set to be located, bringing door and worktop samples along with them to allow you to see the emerging colour palette in situ. From here it’s…
A presentation – After working on your project using our specialist design software, we invite you back to the studio to present our conceptual interpretation of your bespoke kitchen design. During this meeting, you have the opportunity to highlight the areas and aspects that you like, while also pointing out any elements you’d like to change. We then offer an…
Amendment opportunity – Post presentation, we make any necessary alterations and
clients typically have additional design meetings with us to clarify details before signing a
contract. Once the contract has been agreed we continue to work with you until you are
100% satisfied with your kitchen specification.
An important element of our customer service is the number of revisions we are willing to make to a client’s design. When the customer is happy with the final design, they will be happy with their kitchen, even if that means us making multiple revisions – up to the date for last amendments, set by our supplier.
Once an order has been placed, Contour creates a project plan and continues to monitor
progress up until installation and through to project completion. We’re sure to guide our clients along the path towards their finished kitchen, offering support, clear communication and assistance throughout their journey.
Ultimately, it’s this approach that has won us awards. Our clients value the commitment we give to each project, with the subsequent result being extremely satisfied customers and outstanding kitchen designs.