Employee retention is a critical focus for us at Collingtons. As a company deeply rooted in the region's community, we pride ourselves on craftsmanship, personalised customer service and commitment to quality. Our success is not only attributed to exceptional products but also to the dedication and expertise of our workforce.
In this exploration of employee retention, we will offer an insight into the motivational factors contributing to why two of our employees – Lloyd Harris (Sales Director) and Dan Bent (Service Engineer) – have stayed the distance and passed the ten-year marker at the company. Hopefully, it will highlight the core principles and practices that underpin Collingtons' success in nurturing a cohesive and enduring workforce.
Employee retention; What drew you to this sector and what has kept you engaged?
Dan – A close friend of mine was employed at the company when a promising position opened up. With a background in general building, I am accustomed to working in diverse locations and interacting with various individuals. Every day presents new challenges, which I particularly relish as I thrive on problem-solving, especially in the role of a Service Engineer.
Lloyd – While employed at a bank, I observed a decline in the future of traditional high street banking. Wanting to make a change, I believed that transitioning into the home improvement industry would be a wise career move. It turned out to be correct!
How has the industry evolved during your tenure? Are there any notable trends or advancements that have significantly impacted upon your work?
Dan – I have observed a notable improvement in the quality of products, both during my time as a fitter and more recently in my role as a Service Engineer. The range of options available to customers is virtually limitless, which is certainly something that Collingtons takes pride in.
Lloyd – One significant change has been the introduction of a variety of colours. When I first entered the industry, the choices were limited to white or brown. Now, there are 19 standard colours available to choose from.
Could you share a memorable project or accomplishment from your time at the company that you're particularly proud of?
Dan – A few years ago, we successfully installed new front elevation features for the local secondary school, rejuvenating this well-known building. This project required the coordination of all our fitting teams, who worked diligently during school holidays to minimise disruption to the school environment.
Lloyd – The same as Dan!
What are the most challenging aspects of your role, and how have you navigated these challenges over the years?
Dan – Transitioning from installations to service work represents a shift to a different skill set and a fresh approach to problem-solving. Dealing with old, seized windows and doors presents a definite challenge, but the more I encounter these issues, the more adept I become at resolving them effectively.
Lloyd – A client wished to preserve the style and appearance of the windows closely resembling the timber frames being replaced, which can be challenging with uPVC materials. To achieve this, we utilised Heritage windows in white woodgrain finish with Astragal bar detailing.
How has your skill set and knowledge developed since joining the company? Have you pursued any specific training or certifications to enhance your expertise?
Dan – I initially joined the company as a fitter and later transitioned into the role of a Service Engineer. This move has provided me with valuable insights into the proper installation methods, enabling me to advise customers on the best course of action. At Collingtons, we prioritise repairing customers' windows or doors whenever feasible, unless the items are deemed beyond economical repair.
Lloyd – When I initially entered the industry, I would take home manufacturers' technical manuals to study. This approach allowed me to build a strong foundation of product knowledge, which in turn enabled me to provide informed advice to customers based on the expertise I had developed.
In your experience, what qualities or skills are essential for success in this industry?
Dan – I believe that patience, honesty, and hard work are essential qualities that contribute greatly to success in this industry, as they are in any line of work. Providing customers with a comprehensive understanding of their options enables them to make well-informed decisions before proceeding with a new installation or repair.
Lloyd – You really need the ability to listen to what the customer wants then to match the customer to the correct products based on their individual needs.
Can you describe the typical process involved in a window or door installation project?
Dan/Lloyd – The process begins when a customer contacts us to schedule an appointment. During this meeting, we discuss their requirements and identify the products that best meet their needs. Following this discussion, we prepare a detailed quote. If the customer decides to proceed, we conduct a survey of the job site. Once all details are finalised, we place orders for the necessary products. Upon delivery of the products, our installation team proceeds with the installation process.
How do you ensure customer satisfaction throughout this process?
Dan – I keep the customer informed at every stage of the process, explaining my actions and methods to enhance their understanding. I demonstrate transparency by showing the customer the broken components alongside the new replacements, allowing them to see first-hand what has been repaired or replaced. This practice also helps educate the customer on how to properly care for their doors and windows in the future.
Lloyd – Communication is the key, keeping them up to date when we need to inform them of changes is one of the most important aspects when trying to keep a customer satisfied.
What advice would you give to someone aspiring to start a career in conservatory, window and door installation based on your experiences?
Dan – Take heed of your peers' advice, absorbing all the information like a sponge. Then, forge your own path incorporating this valuable advice into your decisions.
Lloyd – Remain flexible and capable of adapting to market changes.
How does your company differentiate itself from competitors in terms of product quality, customer service, or other aspects?
Dan – We elevate the quality of every item beyond that of our competitors to ensure we offer the finest products available on the market. This commitment extends to both our installation and service departments. We provide services in our local area of Helston and also travel as far as Sennen to Truro.
Lloyd – We exclusively partner with the UK's leading manufacturers of uPVC, composite, and aluminium products, prioritising quality as the cornerstone of our operations.
Looking ahead, what do you see as the future of the conservatory, window and door installation industry, and how do you envision your role within this evolving landscape?
Dan – Similar to our current operations, we aim to continue offering both new installations and repair services. I envision developing our service department to provide customers with the best solutions, whether that involves installing new windows, doors, or conservatories, or repairing their existing items.
Lloyd – The future of our industry appears promising, thanks to our outstanding office team who possess the knowledge and industry expertise necessary to propel our business forward. My role will remain unchanged, as our current team members have established their own specialised roles and excel in their respective areas of the business.
Conclusion
Although Dan and Lloyd perform different roles within Collingtons, which is apparent by their answers and it is clear from their responses also that they are both on the same page. The key factors of customer service and the supplying of quality products are the two areas upon which they concur. We believe that they also demonstrate Collingtons commitment to employee retention.
If you would like to see how this translates into reality and have a project you’d like to discuss, then please get in touch.
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