THE WOODSMITH EXPERIENCE
// Internal Team Doc
Client experience and expectations
In choosing Woodsmith, our clients are putting their trust in us to deliver a quality build. However, it will be the experience they have with each of us that they remember above all else.
The following attributes define who we are as the Woodsmith team, and how we should behave and operate when we’re onsite and interacting with our clients.
Thoughtfulness
We take pride in our tasks
Ensure every task is completed to the best of our ability, demonstrating craftsmanship and attention to detail.
We take care of our client’s possessions
Cover and protect furniture and belongings. Handle all items with care, and show respect for their property.
We always greet the client
Offer a warm and friendly greeting each day. Address the client by name and establish a personal connection.
We offer our assistance to the client
Be proactive in moving furniture or items as needed. Offer help with minor tasks that ease the client's burden. Anticipate the client’s needs.
High quality and standards
We know the specs and plans
Study project plans and specifications thoroughly before starting. Clarify any uncertainties with the project manager or client, and ensure everyone is on the same page.
We prioritise quality over speed
Focus on precision, don’t rush. Pay attention to detail in all tasks, and take the time necessary to achieve high standards.
We keep work areas tidy
Clean-up work areas at the end of each day. Ensure all tools and materials are stored properly. Leave the site neat and organised, always ready for the client’s arrival.
Professionalism
We are punctual
Arrive punctually for all work shifts and meetings. Respect the client's schedule and commitments, and avoid unnecessary delays.
We take pride in our professional appearance
Ensure uniforms are the new branding, clean and in good condition. Present a neat and professional appearance at all times, and wear the company uniform with pride.
We are Woodsmith brand ambassadors
If you are in uniform in public you are representing the Woodsmith brand. Always act with these expectations in mind.
We use daily checklists
Use checklists to ensure all tasks are completed accurately. Review and update checklists regularly, and ensure thoroughness in every task.
We listen to our client
Dedicate time to listen to the client's needs and feedback. Provide clear and courteous communication, and ensure the client feels heard and valued.
Reliability
We are dependable
Consistently arrive on time for work and appointments. Respect deadlines, and be dependable in meeting commitments.
We are responsive
Answer phone calls and messages promptly. Ensure clients can reach us easily, and provide timely responses to enquiries.
We are proactive
Look for ways to help the client, even with small tasks. Offer assistance without waiting to be asked.
We communicate clearly
Maintain clear, timely, and effective communication with both the team and clients, and ensure everyone is informed and aligned.
Happy relationship
We collaborate as a team
Communicate openly and support each other, share knowledge and skills to improve overall performance, and foster a positive team spirit.
We involve the client
Keep the client informed and involved in the process. Provide regular updates, and ensure their feedback is considered.
We stay calm
Recognise when you’re feeling stressed and take regular breaks to recharge.
We are friendly
Encourage a positive and enjoyable work environment. Celebrate successes and milestones, and maintain a friendly and approachable attitude.
Respectfulness
We respect the home
Remove shoes when entering the client's home. Use polite and professional language, and keep noise to a minimum where possible (radios etc.).
We park our vehicles considerately
Avoid inconveniencing the client and their neighbours, and ensure vehicles are not blocking driveways.
We protect the client’s belongings
Use floor protection and drop sheets where required. Handle the client's belongings with care, and avoid causing damage.
We respect their neighbours
Be considerate of the neighbours and their property, respect their space, and try to minimise disruptions.
