Bakers Garden Buildings Have Won Two Awards at Gatwick Diamond Business Awards 2023

Delivering World Class Customer Service and Delight

The Customer Delight Award recognises our consistent efforts to exceed customer expectations and deliver world-class customer service. To achieve this, we use a variety of tools, including Google Reviews, personal feedback, and net promoter scores from our clients. We're proud to maintain an average five-star rating on Google, which reflects our commitment to maintaining the highest possible standards of customer service.

 

Our Commitment to Outstanding Customer Service

At Bakers, we believe in providing our clients with outstanding customer service. With over 37 years of experience in the industry, we take pride in our craftsmanship, expertise, and dedication to great customer service. We're always looking for ways to improve our product range and produce better buildings using the best materials, tools, and techniques.

 

Net Promoter Score

We want our clients to be delighted with our service from start to finish. That's why we've added Net Promoter Score to our range of tools and tactics, to make sure we're always at the top of our game. We ask our clients to complete a short survey after the project, scoring us on quality, delivery, and customer service. We then use this feedback to improve our products and processes.

 

Our Three Fundamental Pillars

To deliver the best customer service in the industry, we've updated our service delivery mantra to aim for the best service our clients have ever had, in any industry. We have three fundamental pillars in place: using the best raw materials on the market, ensuring we have strong systems to deliver, and driving towards customer excellence as one, unified team.

 

At Bakers, we always aim to maintain the highest possible standards. Our core mantra is, "It is easy to be good on your good days. It is about being great on your bad days." We work hard to make sure that our delivery levels are always outstanding. We also pride ourselves on our approach to projects being 'by the book', according to planning regulations, and safe for our customers.

Client Stories That Highlight Our Exceptional Service

Mr. Heard's Stunning Poolside Room

One of our clients, Mr. Heard, recently had a stunning poolside room installed by us. He mentioned that the project went perfectly and the on-site team was amazing. However, what stood out to him was the pride the finishing team took in their work. They even took photos for themselves, as if to say “look what I've done today”. It was clear that the team had genuine pride in their work, which was evident in the high-quality finish.

 

Handling Unexpected Issues

During a London project, we were unable to see a level issue before taking down an old building. We discovered that there was far more excess soil than expected, which added time to the project as all the soil needed to be removed through the house. However, the client was impressed with how the on-site team handled the situation. They explained the problem and doubled their efforts to keep everything on track.

 

Complete Trust in Our Services

We were once approached by a client who wanted to surprise his wife with an art studio. After placing the order, the client went on holiday for three weeks, leaving us to complete the entire project. It was a true testament to the trust he had in our services. We worked diligently to complete the project to the highest standard, putting a bow on it just in time for the client's return.

 

Manufacturer of the Year Award

Bakers is proud to have been awarded Manufacturer of the Year, a testament to our commitment to quality, sustainability, processes and service. We believe that our craftsmanship and years of experience combined with innovative materials allow us to create beautiful, efficient, and flexible garden spaces that can be enjoyed year-round with great green credentials. All our buildings are made in our specially adapted factory in the heart of Sussex, and we're passionate about retaining and training staff, maintaining a smooth supply chain, and researching and developing new products, materials, and finishes.

 

Quality

Bakers' commitment to quality is evident in our focus on continuous improvement. We love nothing more than creating beautiful garden spaces that our customers will love, and we are constantly looking for ways to improve our processes and materials to make our products even better. We really value our customers' feedback, and we take it seriously, using it to identify areas where we can improve. We're always learning and developing, and we're committed to putting our customers first.

 

Cost

When it comes to cost, we're all about delivering a product that's both high-quality, affordable and will last a long time. That's why we've made some great changes to our products to help reduce energy costs, like improving thermal loss capabilities and using energy-efficient LED lighting and Planitherm glass. We've also switched to using MTX cladding, which lasts longer and reduces upkeep costs. We want our customers to get the most out of their garden spaces, which is why we educate them on the benefits of air source heat pumps and teach them how to use their building efficiently.

 

Reducing waste and greener alternatives

At Bakers, we're passionate about reducing waste wherever possible. We recycle all our waste and focus on efficiency in our designs and materials to keep waste to a minimum. We also care about the environment and are always looking for greener alternatives. We use MTX, Cedral, and Trespa products instead of timber, and we only purchase materials that are FSC or PEFC accredited. We're committed to using electric vehicles in our supply chain and are working towards being 'fully electric' once the technology and infrastructure is available. Our new 7.5-ton Iveco lorry has the most efficient Euro 6 engine available, so we're definitely on the right track!

 

 

Quality Control Process

Our quality control process starts from the point of sale and continues until the building is fully installed. We have a total of 256 separate tasks that we perform to ensure that we have a complete understanding of every element of each individual building before we begin the manufacturing process. This approach has two huge benefits for us. Firstly, it helps us to stay fully organised and efficient, which ultimately results in cost savings for our customers. Secondly, it ensures that there are no errors or misunderstandings with our customers, as we have a clear understanding of their requirements before we begin production.

During the manufacturing process and installation, we carry out a further 340 checks to ensure that every aspect of the building is completed to our high standards. We take pride in our attention to detail, and we are committed to delivering the highest quality buildings to our customers. Our quality control process is an integral part of our commitment to excellence, and it ensures that our customers receive a building that meets their exact specifications and exceeds their expectations.

 

Innovation at Bakers: Our Pre-Designed Collections

With 38 years of experience, our production process has become very efficient. However, we have taken it to the next level by creating a new collection of pre-designed buildings that focus on efficiencies and waste reduction. This means that our clients can get more building for their budget. We are proud that all of our pre-designed collections have less than 1% waste, and with many other standardised elements, it has resulted in great improvements in the production process.

 

Importance of winning these awards

As an unregulated industry, the garden building sector is often subject to cowboy companies and bad advice. At Bakers, we are committed to being a beacon of honesty, integrity, and information for our customers. To have our efforts being recognised by these awards serve as evidence that we are pushing the boundaries of the industry. We're proud of our teams for their hard work and dedication, and we're grateful to our customers, partners, and supporters for their continued trust and confidence in our company. We are proud to have won these awards and will continue to prioritise transparency and ethical business practices in all that we do.