KJM has been named as Which? Trusted Trader of the Month for February 2024.
It is all about customer service
KJM Windows & Conservatories who celebrated its 41st birthday in the middle of January have been named Which? Trusted Trader for the month of February 2024.
We spoke to Mark Pearce the Managing Director of KJM and he said “A company doesn’t last for more than four decades if it has sub-par customer service, and providing high-quality care is a clear focus of KJM. The ethos of customer service runs from the very top to all the members of staff. The entire KJM team works very hard to ensure that each and every job we do is done right.”
KJM employs a ‘no-pressure promise’ for customers meaning customers can rest assured that salespeople from the company will never use the scare tactics so often seen in the sales industry to force them to buy on the spot. Mark told us “The sales team are salaried, not commission based. We rarely price in the home and don’t offer gimmicky ‘buy one get one free’ or so called ‘interest free credit options’. We always provide a full written quotation for the prospective customer to peruse at their leisure.” He continued “I would urge anyone who has been given a quotation that includes ‘interest free credit’ or ‘buy now pay later’ to get a comparative quotation from a company that does not offer these options. There is no such thing as ‘free money’ and I believe this will be the next PPI style scandal. Ultimately the interest is being added to the sales cost”
KJM employ most of their fitting teams and they have a full-time customer service manager that goes from job to job to ensure customer satisfaction dealing with any niggles as they happen. Mark said “The key to customer satisfaction is communication. Yes we do sometimes get things wrong, however human errors will always occur, it is how you dealt with problems that customers will remember you for.”
Which? Trusted Trader reviews
KJM have been a member of the scheme for over 15 years. It’s not hard to see the fruits of the KJM team’s customer-focused approach either – the company has a 4.9/5 star rating on the Which?
One recent review reads: ‘All the team at KJM have been brilliant: informative, meticulous, careful, skillful, cheerful and friendly. It was a pleasure to have you around.’ Another review said “Great work by Josh, Charlie and Ryan in replacing 12 windows over 4 days. Three very polite and engaging young men who worked really well as a team. Josh was very informative and ensured job was done to a high standard. Charlie did a great job of removing kitchen window without disturbing new tiles and tile trim. Any (minor) issues I identified were immediately dealt with. Very reassuring that Simon, a senior manager, visited both during the job and immediately upon completion to check work. Flawless service from first contact to completion.”
Which? Trusted Trader endorsement gives consumers confidence
Mark said: ‘KJM has enjoyed a very good reputation in its 40-odd year trading history. However, we have found that customers beyond our very local radius, who may not know the KJM brand, need further reassurance in what is seen as a tarnished industry. The online reviews from a trusted brand like Which? provides them with the reassurance they need to contact us and use our services.’
The company’s Which? Trusted Traders account manager said: ‘KJM Windows are a delight to work with, and this award couldn’t be more deserved. They are always striving to reduce consumer detriment and be market leaders.’
Congratulations again to KJM for winning February 2024’s Which? Trusted Trader of the Month award.
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