Service Costs Nothing

by | Jul 2, 2024 | Viewpoint

Hayden Home Improvements have been a Sternfenster customer for over a quarter of a century. We spoke to its owner, Steve McNeil, to find out why their relationship has stood the test of time.

Fitting quality conservatories, windows, doors, as well as a host of other premium home renovations, Hayden Home Improvements has served the Aylesbury Vale and wider Buckinghamshire area, since 1988.

“I’ve been trading with Sternfenster for over 25 years. This is a one-man operation, with me being the quoter, the fitter, the administrator – you name it, I do it!”, Steve McNeil, owner of Hayden Home Improvements, explains. “Because of that, I really rely on reputation.

“So, it was vital that I partnered with a supplier that I can not only trust to deliver the highest quality, lowest maintenance products as possible, but also one that had the tools in place to make my life as a small business, easier.”

For Steve, a key factor in this is the fabricator’s pioneering EasyAdmin and SF+ software.

“I’ve used EasyAdmin for probably 15 years, maybe longer! I use it every day – every single quote is done on there, as well as every order; it’s just so convenient rather than having to sit in my van and email everything over.

“Equally, I use SF+ alongside EasyAdmin largely due to the technical data on there – for any project, I can double check the technical guides, and that then helps secure sales too.”

Steve joins around 75% of Sternfenster’s customer base who currently take advantage of the SF+ system, that shows the live status of quotes, contracts and deliveries with the touch of a button.

As well as its technical data, it is also home to extensive marketing material and a live production capacity feed. This provides real time data on the capacity of individual products, across Sternfenster’s aluminium and PVC lines, and gives installers a unique overview of the fabricator’s production schedule from the moment an order is placed.

“We mainly buy UPVC products from Sternfenster, but if we have a demand for it, we’ll also occasionally buy aluminium products as well.

“My favourite product from Sternfenster is their 2800 Deceuninck casement window. It’s so easy to fit, and its literally maintenance free – I’ve never had any callbacks on it.”

Sternfenster’s casement window features low sightline grey weather seals and a multi-chambered construction for excellent heat and noise insulation.

And installed with a multi-point shoot bolt locking system and high security internal beading as standard, customers like Hayden Home Improvements can sell on safety, as well as aesthetics.

But how does a relationship stand the test of time for over 25 years?

“For me, the thing that Sternfenster does better than any company, and the reason why we have such a strong relationship, is simply the professionalism and the service that they offer”, Steve says.

“I’m just a one-person business, but they treat me like I’m a big customer, and I never feel as though I’m being penalised or pushed to the side because I’m not a ‘volume’ customer.

“I’m on first name terms with everyone that I speak to there, and they always take the time to ask me about how business is – they just make every customer feel important.”

With over a quarter of a century already under their belt, Hayden Home Improvements’ relationship with Sternfenster shows no sign of slowing: “I would like to wish Mike and the team all at Sternfenster, a happy 50th anniversary, and good luck for the next 50 years. Keep going because you’re doing a grand job!”



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