The relationships with our customers are at the heart of our business. We encourage an honest open and regular discussion throughout every step of the engagement process, this approach helps us to better understand our customers and to adjust, tailor and continually improve the service we provide to you.
Quality of Delivery
Our high level quality assurance policy and the written quality assurance system which derives from it drives every step of a quality delivery. Every project has an allocated account/project manager responsible for delivery of a quality product through constant assessment of progress and communication. Where possible we strive to provide a quality approach leading back to internationally recognised quality standards.
Customer/Client Relationship Management
TRG The Roof Group Limited ethos is based on honesty and integrity in everything we do. To ensure this ethos is enacted in our engagement with our clients we provide a clear approach to client engagement and how we will work with you by;
- A clarification and agreement of aims, objectives and desired outcomes.
- Proposing solutions and implementation of these in the workplace
- Agreement of evaluation processes and criteria
- Systematic seeking of feedback from participants, clients and our staff at all stages of contract delivery
To aid and guide customer/client partnerships TRG The Roof Group Limited uses a Relationship Assurance process, which is instigated during the first stages of a commercial contract.
In partnership, we seek to define our customer’s needs, and propose solutions. This process also considers the requirements of supplier(s) in relation to those of the end customer. The process is carried out through meetings, e-mail and other means and agreed at various review points.
The tool to ensure this process is active is a working document the – TRG Client Relationship File.
The Client Relationship File is a working document and the tool for collating all the information to enhance client quality assurance and communication during contract delivery. As an example the file may contain (depending upon the nature) of work to be completed;
- the agreed aims and objectives of the contract,
- the initial plans for delivery and the expected outcomes of the contract,
- any processes for review,
- evaluation during and following the contract,
- the plans and logistics of delivering the contract,
- names of the people involved in delivering the contract,
- a record of feedback during and after the contract,
- and a record of the quality evaluation.
- redacted contract information necessary for quality purposes,
- method statements
- health and safety requirements
We believe our customer and client relationship management process is an essential part of our success as a company.
We may not always get it right but we hope what we have in place ensures we respond to you in an appropriate way at every stage of our relationship.