You may have seen Which’s TV sponsorship, or heard of them in other ways but what do they do to assess traders?
As a company, Farrer & Fenwick believe in public scrutiny, our reason for applying to become a Which Trusted Trader. Interesting to see if this was yet another trader scheme based on paying fees, or if there would be a genuine investigation.
We were pleasantly surprised to be looked at quite rigorously and required to make a few changes on public information. The level of understanding of our business sector and core services was equally welcome.
The Which Criteria
Which state that every trader they endorse has passed an assessment set by their trading standards professionals. The process includes:
- An up to date credit report, to verify the financial health of each business that applies to them.
- Measuring levels of service satisfaction, by contacting a broad selection of real customers.
- Examining internal business and administrative procedures, to see whether they are client focused.
- A face to face visit to current premises and interview, to gauge how effectively a business is run.
- A detailed feedback report to the business, to identify any changes required to meet Which’s criteria.
Only then can a business apply and they must agree to the terms & conditions and code of conduct set by Which. They need to have a good complaints system in place, as we do through the British Association Of Removers.
Customers can also notify Which, who log all incidents and refer you to an independent dispute resolution service where needed.
Which & Removals
As mentioned, Which showed sound knowledge of the removals sector and offer related advice on their website. This includes moving yourself, when you shouldn’t do so and a good approach to hiring a removals company.
Advice on obtaining quotes is provided, along with making sure your possessions will be insured. Which also suggest preparing a written brief for your removals company, an aid we are always pleased to receive.
This could include items needing special packing, or any which could be difficult to move, such as pianos. A list of furniture to be dismantled can be included, along with a floor plan of your new property, showing where items are to be placed.
A Shared Approach
The advice from Which, to those moving and to businesses who join them was what we hoped to see. A reflection of our belief that a service business sustains itself and moves forward by putting their customers first.
We have always listened to customers and learned from understanding their needs, they have been as responsible for building our business as we are.
Being part of an organisation which shares these thoughts and takes them further is a pleasure. You can use the link in our website footer to see more on membership, or contact our home removals team for details.
