After nearly five years as the franchisees of in-toto Swindon, David and Hilda Moore have become experts at clearly identifying exactly what their customers want and how to deliver it.
For David and Hilda, the key to providing exceptional customer service is to make the customer feel part of the process. From the initial design and planning stages, through to the installation and finishing touches, they believe that it is important to involve the customer in every possible stage of the project. Transparency is essential for building trust, a crucial foundation for business-to-consumer relationships and part of the in-toto customer service strategy. “When our customers trust us, it makes the whole process a lot more enjoyable for both parties and the client can sit back and relax, knowing that their kitchen is in safe hands. in-toto believe, as we do, that the kitchen is the heart of the home. Its family-orientated service is what makes in-toto different from any other kitchen business on the market, and is one of the main reasons why we decided to join the franchise” says David.
David and Hilda listen to exactly what their customers want, applying the in-toto philosophy of ensuring excellent showroom standards, strong product knowledge, a great design inspiration and making sure that they cover absolutely every detail by giving the customer 100% of their focus. in-toto encourages its franchises to ask their customers detailed questions about how they use their kitchens to help them understand the client’s lifestyle and design a kitchen that is personal to them. Building not only customer relationships, but friendships is why so many of David and Hilda’s customers return to them for additional projects and recommend in-toto to family and friends.
“Customers whose kitchen projects were completed months, even years ago, often walk by our studio in the centre of Swindon and wave through the window as they pass. Some of them even pop in for a chat from time to time and bring us chocolate! We’re always sad at the end of our projects because we really do become close to our clients, but when they return we know that we have succeeded in delivering the best possible service” explains Hilda.
David and Hilda’s dedication to the service they offer their customers was proven last year when they ranked number 1 in a mystery shop exercise which was commissioned by in-toto Head Office on all of its 49 Kitchens Design Studios in the UK. The mystery shop was designed to measure the customer experience at each in-toto studio and to ensure that consistent high standards were being met across the network. When the results came in, not only had they attained the highest score overall, they had also achieved a perfect 100% for their customer experience! This is a fantastic accolade for the pair and confirmation that they really are delivering remarkable customer service!
Passionate about design, David and Hilda never compromise on the design service they offer for quick sales. They firmly believe that getting the design right for the individual or family, however long it takes, is paramount to a successful kitchen installation. As a result, they have an unblemished reputation for quality, service and after-care, and receive a high percentage of new business through recommendations from previous customers.
“We have both come from a customer service background, delivering training programmes on total customer satisfaction and believe that this has really helped to shape the service that we provide at in-toto Swindon. We always consider how we would want to be treated and the service we would like to receive as consumers. We apply this to our customer service techniques and ensure that we are treating our customers to a customer experience that is as individual as they are. No two people are the same, so why shouldn’t our customer service reflect that by offering a bespoke, dedicated service to each one of our clients? We all need to feel special from time to time!”
in-toto is one of the UK’s leading kitchen franchises, established over 35 years ago, allowing it to offer franchisees a wealth of valuable retail and business experience. Its strong brand recognition and excellent high-street reputation for quality and service is what makes in-toto a solid choice for consumers and franchisees alike.