We’re very pleased to be welcoming back senior fitters Terry and Rob Jones. The pair had a break from the world of commercial window and door fitting for a while to work in domestic installation but are now back here as part of our team.

Together they have a huge amount of knowledge and experience – as demonstrated by the fact that when Terry was reapplying for his CSCS card, he scored a pretty impressive 100% in the test.

They also have the commitment, work ethic and attention to detail which we demand of all our fitters. Some years ago, we had a regular column in Glass & Glazing Products magazine and Terry was one of our fitters giving tips on customer relations and keeping householders happy.

His advice included the following:

– Respect the customer. Be calm, friendly and polite at all times and always be conscious of the fact that you are working in their home.

– Communicate. Make sure that the customer understands exactly what work is going to be carried out and when. Talk them through the fitting process before you start, explain the timescales and give them a clear indication of when the job will be completed.

– Make sure you have good product knowledge. Learn everything you can about the product you are fitting so that you can use that knowledge to enhance the job. That might mean explaining the energy efficiency rating to the customer or demonstrating the cleaning mechanism.

– Improve your time management. Be as efficient as possible so that jobs are finished on time. This covers everything from making sure that you have everything you need on the van before you set out to planning the daily workflow so that there is no wasted downtime.

– Always take pride in your work and make sure every single job is completed to the very highest standard.