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Published on June 6, 2023 8:14 PM

When I look at our business one of the most popular search terms is “colins sash windows reviews”. Considering how many windows we sell we don’t have so many but we’ve got a lot of positive ones across all platforms.

Personally, I don’t leave many reviews….life’s too short! But I’m more tempted to if something’s really good. We can’t please everyone all the time but we try our best and we generally get great reviews because of our legendary after sales service.

When I started selling sash windows in 2014 I had no idea the business was going to be so successful. From very humble beginnings it’s grown into a multi-million pound annual sales business. Customers were sceptical about ordering because of the low prices of our sash windows but when they were delivered, they loved the windows and couldn’t believe the quality.

All our products are bespoke and made to order by humans with computer aided machinery. Things go wrong from time to time. It’s how we deal with the problems that sets us apart from other suppliers.

It’s really expensive to find new customers all over the country. Our advertising budget is mind blowing but because of our customer service 40% of our sales are from customers who order again and again; builders, property developers, self-builders and house movers. People who buy our sash windows for the front of their house, save up and then buy sash windows for the back of the house. Another big percentage is customers who recommend us to their friends and, these days, through social media showing photos of our lovely uPVC windows and doors.

I used to deal with problems myself mainly by email and over the phone in the beginning but as we got busier and especially when we started selling our 2nd most popular product our aluminium steel replacement doors. I realised that we needed to do better. I didn’t have enough personal experience of these. Then we started selling our 3rd most popular product internal Aluspace aluminium steel replacement doors , I was out of my depth! When our customers are spending £000’s of their hard-earned money if they need help we need to be there for them.

I tried to think about it from my customer’s perspective and here’s what I thought:

  • “As a customer, I can’t stress enough the importance of personalized after-sales support. When businesses take the time to understand my unique needs and preferences, it makes me feel valued as an individual and not just a number. I appreciate when a business goes above and beyond to build a strong relationship with me by offering tailored solutions that meet my specific needs. This personalized approach not only improves my satisfaction with the business but also increases the likelihood that I will make additional purchases in the future.”
  • “I’m more likely to remain loyal to a business that offers personalized after-sales support. When a business shows that they care about me and are committed to meeting my needs, it makes it more difficult for me to consider switching to a competitor. It’s reassuring to know that if I have an issue, the business will take the time to understand my concerns and provide me with a tailored solution.”
  • “Additionally, when businesses provide personalized after-sales support, it can lead to positive word-of-mouth recommendations. If I have a positive experience with a business, I’m more likely to tell my friends and family about it. This can result in increased referral rates for the business.”

I realised that by investing in personalized after-sales support, businesses can create a competitive advantage that sets them apart from their competitors and leads to long-term success. I did this by employing one of the most respected Customer Support Manager’s in the business with manufacturing, fitting and after sales service. He goes the extra mile, and quite literally! He sometimes leaves home at 2.30 in the morning to see a customer hundreds of miles away with a problem getting home literally 22 hours later.

The double-glazing industry had a very bad reputation years ago. I hope we’re leading the way with our after sales service.

Written by Colin Greenslade
Colin from Colin's Sash Windows

I’m the founder of Colin’s Sash Windows. I disrupted the sash windows market in the UK in 2014 by introducing fixed prices for upvc sash windows in the UK. Before this they were generally only available at very high prices through window installers. Today our business is one of the market leaders in supply only windows, doors and roofs in the UK.

Colin Greenslade
Written by Colin Greenslade
I'm the founder of Colin's Sash Windows. I disrupted the sash windows market in the UK in 2014 by introducing fixed prices for uPVC sash windows in the UK. Before this they were generally only available at very high prices through window installers. Today our business is one of the market leaders in supply only windows, doors and roofs in the UK.

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