Conservatories- not everything always goes perfectly…
Not everything always goes perfectly…
Recently we hosted a couple at our facility in Maryland. They were visiting us as part of their research into various companies they might engage to design and build a conservatory for their home. We strongly encourage anyone thinking of working with Tanglewood to visit us here and see firsthand what we are all about.
We had a very nice visit together and in the course of showing them around our plant, they asked a very important question. I was talking about our insulated glass units, which we make ourselves and they asked: “What happens if a piece of insulated glass fails?”
This was of particular concern to them as they previously had a conservatory from another company that they had problems with.
My first kneejerk reaction was to talk about the quality of our conservatory products, particularly our insulated glass. The truth is that we have never had a single piece of the insulated glass that we have fabricated fail. This is an exceptional record for the industry and a testament to the level of importance we give to designing and producing not just the most beautiful conservatories in the world – but also the highest quality.
But this answer really did not address the underlying concern that they were voicing. The real question was- “What do you do, as a company when things don’t go right?”
Truth was, I had to admit, that very few of our conservatory projects, and I suspect anyone else’s, goes absolutely right all the time. There are always some issues that surface, some small, and some not so small, that no matter how hard we try, bite us.
I say this even though we have invested huge amounts of time and expense over many years to develop a multi-faceted approach to continuously improving our quality systems.
So the answer to their question was simply this: that when problems arise, we take care of them – and our customers.
I’ve got a lot more to say on this topic some of which I’ll post next time…
Alan