Antler’s approach to Customer care – Meet the team
18th October 2017
Moving home is widely regarded as one of the most stressful events someone can go through, so here at Antler Homes we are dedicated to making the process as pain free as possible. As part of this commitment we have a stellar in house customer care team to help with any issues that may arise.
Customer Services Director, Trevor Fraser and Customer Care Co-ordinator, Louise Murphy are the key contacts and talk us through their approach to making sure we have contented customers.
‘The thing to note is that our approach is very proactive: when a buyer moves into one of our homes we actively seek to introduce ourselves rather than wait for customers to contact us with an issue.’ – Trevor
‘I will generally make contact with customers in the first couple of days of them moving in, to book an appointment to go round within 7-10 days. This is just a way for us to introduce ourselves and assure our homeowner that we are easy to contact and here to support them after their purchase. Any early issues can also be addressed immediately.’ Louise
Our customer care commitment is not only extended to new buyers: the team has been warmly welcomed by existing customers who are still within the two year warranty period. Trevor and Louise are on call to help with historic issues too, always keen to turn problems into solutions.
‘When Louise and I first joined the company, one of Antler Homes’ existing customers felt that some outstanding issues had never been adequately resolved. We went out of our way to make sure we completely understood the problems and worked hard to rebuild their trust in the company. I sat in while contractors worked on the house and even popped in to make sure they were happy if we happened to be in the area. We are now proud to say that we have received messages of thanks letting us know how happy they are with their home and Antler Homes in general.’ - Trevor
Beyond the work of our customer care team, Antler Homes has introduced a few little things that make a difference when it comes to moving in. After exchange of contracts a pack of “we are moving” cards are sent to the buyers so that they can pass on their new address to family and friends. On occupation, all new home buyers receive a welcome bouquet of flowers and a card from all the staff at Antler.
Antler Homes believes in a continued relationship throughout the whole purchasing process, and through the years to come.
‘I think happy customers are the best thing about the job, it’s an obvious thing to say really but it’s true. There are few decisions in life more important than the home you buy and of course our customers have very high expectations. It’s up to us to go out of our way to make sure that there is nothing to disappoint them.
“No two buyers are the same and there is no textbook advising you on how to deal with a customer. Meeting our customers as early as possible allows us to understand their needs’ Trevor.
‘It’s the instant reaction I enjoy; when I receive a complaint from a customer about something and then the next day they’re telling me that I’m a star because I’ve sorted it out for them’. – Louise.
Trevor and Louise are more than happy to visit any new or existing Antler Homes clients and are dedicated to making sure all customers are satisfied and pleased with their Antler Home throughout the warranty period.
They can be contacted on:
Telephone: +44 (0) 1276 538 928