Q&A with Finesse’s MD Russell Bridge on being a Which? Trusted Trader

Why did Finesse Windows look to achieve Which? Trusted Trader accreditation

“We know that our products and services are better than the rest because our customers tell us so on a regular basis. Sometimes it’s difficult to demonstrate this to potential clients that have not used our services before. Therefore we always seek to align ourselves with organisations that share our philosophy of putting the customer first. Being accredited with Which? Trusted Trader status is a great honour for our business and we take great pride in constantly seeking to improve our processes with the customer’s needs in mind. This philosophy is a great fit with the Which? philosophy and therefore we were delighted to gain accreditation with this outstanding, customer focussed organisation.  ”

Have you had to change anything about what you do?

“We did not have to change any of our processes to become accredited with Which? The inspectors loved the way we work and understand our unique philosophy regarding the way we aim to treat our customers. They could instantly see that we were the perfect type of company to represent their brand. 

The accreditation process itself focuses heavily on the contractual aspects of the goods and services we deliver. We had to tweak a couple of lines of our contractual terms and conditions to ensure that they reflected current consumer law 100%. Apart from that there was nothing to do. 

Since becoming accredited we have been busy refining our processes to ensure that everything we do has the customer at the heart of our decision making.”

Whats the best thing about it?

“We love being able to see the feedback that we get via the Which? website page. It’s really great to get a first hand account of the experience that our customers have had with our business.”

The Which? Trusted trader of the month award for July follows on quickly after your shortlisting for the Which? Trusted Trader of the Year awards in April – what does it mean to the business??

“Winning the Which? Trusted Trader of the month for July is an enormous privilege. We have been working extremely hard to build on the customer experience that we deliver and winning this award is a testament to this constant effort and dedication to customer care. 

We were greatly honoured to be nominated for the Which? Trusted trader of the year award in May 2017. We were disappointed not to win it outright but to be in the top 4 from 8,500 companies was a good achievement in itself. It goes without saying that our goal is to win the whole competition in 2018.

What is next for Finesse?

“We are busy developing new products and services with our customer’s needs in mind. We are very excited to announce that we will be launching a new range of window solutions shortly which will deliver unique levels of energy efficiency, security, noise reduction and UV protection. 

We also have some exciting solutions on the way for anybody who is looking to add additional space to their home – maybe as a home office, play room or even a “man cave” – watch this space!”
Interview with Russell Bridge – Managing Director Finesse Windows (July 2017)