Clearview National August 2018 - Issue 201 - Page 42

PROUD SPONSOR OF DOORS & WINDOWS DOORS&WINDOWS BETTER BY ASSOCIATION As a tradesperson or installer, you always want to stand out from the crowd when it comes to the products and services you offer to your customers, but being a ‘lone wolf ’ isn’t all it’s cut out to be when it comes to the ‘backroom’ business side of things. Across the industry, several associations and organisations exist to support smaller, independent companies with just that. Finding the right one for you and your brand, however, is the hard part; but once you’ve found the perfect fit, the rest should be a lot easier from here on in. » » THE CONSUMER PROTECTION Association (The CPA) was established in 1993. Celebrating its 25th anniversary at the end of July, the fenestration-specialist organisation is managed by Tim White and his team in Bedfordshire; aiding and assisting traders up and down the country every day. At its core, The CPA exists to protect consumers who have entered a contract to have renovation or refurbishment work; by providing a deposit protection service (in case the outfit employed goes into liquidation or against other unforeseen circumstances), an insurance backed guarantee, and financial services - The CPA is regulated by the Financial Conduct Authority (FCA) - if necessary. Yet, this is just as advantageous for installers and tradesmen too, as even being a member of The CPA can be the selling point in winning a contract for a job. As Tim White says himself: “The most important thing for The CPA is that the customer is happy. And so, for a consumer, employing a tradesperson or installer that is one of our members takes the risk out of home improvements. “From the member’s point of view, we exist to take them by the hand and lead them down the right path. The CPA gives the tradesperson the same high standard of backing and support that befits the installation they are providing.” To ensure that the reputation of The CPA, and its members, remain intact, quarterly reports are compiled from customer feedback forms and sent out to companies as a matter of course. Furthermore, area managers are on the road every week to offer assistance as and when needed. 42 » AUG 2018 » CL EARVI E W- UK . C O M Images courtesy of HBD Systems “The reports aren’t used to chastise companies,” Tim adds. “In fact, the majority of members in the association welcome the feedback on a regular basis, as it’s something that could be quite costly and time consuming to facilitate themselves. It’s all part of the service we offer, and amongst the many benefits, the customer satisfaction surveys not only help to improve the individual company’s in-house performance but bolster the organisation as a whole; again enhancing the overall reputation of The CPA.” When a company signs up to The CPA, it automatically benefits from a whole host of marketing support, and, depending on which marketing suite the new member feels is the most appropriate for them, they could be on the receiving end of anything from bespoke branded letters of introduction, high quality personalised contracts, banner templates for local advertising, to professionl referrals for website construction and maintenance. This is all on top of the leaflets, posters, stickers, and display licences that come with the standard introduction package for each and every new member. Tim concludes: “First and foremost for The CPA – when it comes to customers and members – is our name. When customers see that a company is a member they know that not only will the investment that they making into their home improvements be safe, before and during the work carried out, but also that the guarantee they get for the project will stand up to the promise it makes. Furthermore, as a well- known and respected organisation, they can be confident that our members will carry out work professionally and to the highest standard. “For members, ‘one man bands’ especially, they can get on with the work they exist to do while we take the stress and strain out of the sides of the business they may not be as confident or comfortable with. Our motto is quality not quantity for our members, and I’m proud to say that there are around 10-12 companies this year that will be celebrating 20 years of being in the organisation. When it comes to what we provide our members, and what our members provide to their customers, the attitude at The CPA is always the same, and that is simply; why not have the best?”