Customer Service That Goes The Extra Mile

Any business worth its salt these days is paying attention to customer service - but are larger companies always attending to what the customer wants, or do they have their own agenda?

Rushing you through a telephone call to keep ‘handle time’ to a minimum, or keeping you hanging on while a manager is consulted because they have a limited script and can’t answer tricky calls, are just two annoying tactics many of us have been subjected to.

Good customer service is like a visit to the GP used to be - where they keep to the appointment times, know you and your medical history. Nowadays, you are lucky if you can get an appointment, are unlikely to see the same doctor twice, and feel you are little more than just a name.

In business there’s only so much customer service ‘lite’ that people will take before they switch provider. Smaller companies are able to offer excellent, traditional customer service and provide solutions to problems – a level of support that is personal and often has continuity as you can speak to the same person on subsequent calls.

When talking to customers, we go the extra mile and provide advice wherever practical. If we don’t know the answer to a specific query, we will find out and call back. This is met with much gratitude and sometimes surprise, but to us it makes sound commercial sense. We know it’s a strong reason why people specify our products again and again. The good will it engenders is tangible.

Customers do want things pretty much instantly nowadays and really appreciate a speedy response. For domestic products, we are often able to send out parts or product the same or the next day, and our delivery time of five days for commercial products is market-leading.

All our products are made in Britain which means that, in addition to holding some stock to react quickly to requests, we can flex our factory capacity to manage a large order when required. We know, for example, that during the summer school holidays we will receive last-minute orders for jobs that have suddenly been given the go-ahead for completion in a six-week window. We are proud to be able to fulfil these without missing a beat.

Learn more about Smith's Environmental Products on our website: http://SmithsEP.co.uk/

Smith’s Hydroflame Heats Up Homes For Wandsworth Council

Smith’s Environmental Products is providing its Hydroflame® for homes in Wandsworth Council’s Edgecombe Hill portfolio of houses, as part of the council’s heating replacement project, replacing old back boilers and installing new boilers and heating systems for their tenants.

The project is managed by Dave Richardson at Wandsworth Council and the main contractors are Westminster Building Services Ltd. The Hydroflame® has been a favoured solution by the council because it neatly and easily replaces the old gas fire that used to front the back boiler and plumbs into the existing central heating system, without needing its own gas supply or flue, eliminating any potential risk of carbon monoxide poisoning entirely.

From a technical perspective, the Hydroflame® works by drawing in cool air and the heat is produced from the water within the central heating system itself. This means there are no flue gases produced and so no flue is required. It also means that the fan convector doesn’t require any special ventilation and can operate as part of the ‘whole house’ central heating or to provide an extra boost of heat on cold days. It also functions as a single heat source when the entire central heating doesn’t need to be switched on.

Smith’s Sales and Marketing Director, Jim Bennett, adds, "We continue to shout the benefits of the Hydroflame® with our public sector clients and the projects with Wandsworth Council demonstrate what a straight forward and easy to install product it really is. It’s already pre-wired and because it connects to the central heating system, it does not require its own independent gas supply. It can be used in any type of property and no minimum room size applies. The Hydroflame® can be installed anywhere, does not require a specific CO detector as no CO is produced, and it is cost-effective both in terms of initial outlay and also annual maintenance."

Like all Smith’s fan convectors, the Hydroflame® comes with its own free five-year parts and labour guarantee and Dave Richardson notes that Smith’s also provided his contractor with a set of spare parts so that if there are any minor technical hitches, they are easily resolved there and then. "There’s not a great deal to go wrong with them and the whole kit of spares Smith’s supplies means that if there are any issues, they can be alleviated very easily," he says.

Learn more about the Smith's Hydroflame on our webiste: http://SmithsEP.co.uk/products/hydroflame-fire/

Miller Installations Finds Smith’s EcoPowerad Solves Air Source Heat Pump Challenge!

Miller Installations, Norfolk, has found the perfect heat emitter for solid wall homes using air source heat pumps: the Smith's EcoPowerad® fan convector. Miller Installations specialises in air and ground source heat pump installation as one of its renewable solutions and owner Peter Miller had considered alternative heat emitters, such as smart radiators but he found them too expensive with too many unnecessary features which made the project costs for his customers unrealistic. He had also seen domestic heat pump projects in solid wall homes where rival firms were recommending standard radiators with huge dimensions, 3m x 2m, which aesthetically would be untenable for any ordinary living room or other domestic space. This particular project concerned Mr & Mrs Norfolk’s home which had an old oil-powered boiler and radiators that struggled to successfully keep the solid wall home sufficiently warm. The couple were looking for an alternative heating system that would improve the quality of their lives and reduce their heating bills.

Miller Installations recommended an air source heat pump paired with Smith’s EcoPowerads in all downstairs rooms and traditional radiators upstairs in the bedrooms. Mrs Norfolk liked the look of the Smith’s EcoPowerads® and the couple were keen to choose a renewable energy source. The solid wall home already had reasonable insulation and double glazing. Once the heat pump was installed, it was able to operate at the lower water temperatures required to achieve its optimum efficiency because it was paired with the Smith’s fan convectors. The new heating system created a wonderfully warm home and they are already enjoying lower heating bills.

Peter Miller commented, "I take tremendous pride in the work we do for our customers. We want to give them the best solution, with hard-working products that will deliver the warm, energy-efficient homes they’re looking for. Smith’s Eco-Powerads® have been a real hit with all our customers that have had them installed. It means we can offer a true solution, combining the best all-round affordable heat emitter on the market confidently and effectively with the air source heat pumps we supply."

Learn more about the Smith's Ecopowerad radiators on our webiste: http://smithsep.co.uk/products/eco-powerad-low/

Smith’s Brings Warmth And Community Spirit To One Of Wales’s Oldest Churches!

Smith’s Environmental Products has supplied ten Caspian Low 120/12 fan convectors to heat up St Chad’s Church in Hanmer, one of the oldest churches in Wales. The Caspian product was recommended because of its dual ability to provide almost instantaneous heat to large spaces and deliver good heat where warmth is required quickly and often intermittently. St Chad’s originates from 1486 and the entire heating system has been upgrade to protect its heritage and regular use of the historic building. The second phase of the project will see new kitchen and toilets, as well as the roof recovering provided, for which more local and other funding sources are required. The fan convectors have been poly-coated to complement the sandstone pillars in order to integrate them into the background setting of the main function of the church.

Stuart Tole, a warden at St Chad’s, Hanmer, said, "The system is up and running and it’s working incredibly well. The installer commissioning the system got the temperature in the church up to 25°C. Our church is large and the previous system, dating back to 1959, struggled to maintain any kind of heat because it was all radiators. The great thing about Smith’s fan convectors is that they get up to temperature very quickly and then switch off. The church is old and is far from air tight and so once the temperature drops, Smith’s fan convectors switch back on and bring the place back up to the correct temperature. Everyone has commented about how lovely and warm the church is now and this is going to really help with keeping our church at the heart of this community."

Learn more about the Smith's Caspian Low on our website: http://smithsep.co.uk/products/caspian-low/

Caspian Universal From Smith’s – One Product, Many Applications

Smith’s Environmental Products has introduced the latest in a line of continued product developments – the Caspian Universal; offering increased versatility and flexibility, as well as convenience to the installer and the end user. The Caspian Universal provides one solution for a variety of applications; one model is suitable for high, low or ceiling mounted installation. This makes specification and installation far easier and simpler as well as offering very definite maintenance benefits to users since the Caspian Universal is just that, universal – one product, installed and maintained in exactly the same way, no matter which model has been specified and where installed.

Incorporating the latest EC motor technology which can result in running cost savings as high as 80% and with variable speed control as standard the Caspian Universal delivers heat quickly, efficiently and effectively.

The Caspian Universal, in line with all Smith’s fan convector is compatible with all types of wet central heating systems and functions equally efficiently, whether connected to a conventional boiler or renewable technology, such as biomass boilers or ground or air source heat pumps.

The Caspian Universal, manufactured in the UK is available with a choice or either on-board or remote controls plus a number of accessories such as plinths and flexible installation hoses. Available within 5 working days in standard white it can be supplied in a variety of colour options to order, and as with all Smith’s products, is supplied with a free five-year parts and labour warranty.

Smith’s Sales and Marketing Director, Jim Bennett commented, "The Caspian Universal could be interpreted as the ultimate appliance because of the variety of application possibilities; it offers a huge variety and range of heating solutions to installers and specifiers alike. Our vision was to create a simple solution to a number of heat provision challenges in terms of site of installation; we have achieved this with the Caspian Universal. The development of this product and technology has enabled us to increase our range of heating solutions with a smaller product range than those of our competitors – this has got to make life easier for everyone!" He continued, "The range of Caspian fan convectors is one of our rising stars. We have a very credible product offering, and regularly receive extremely favourable feedback from customers. We are very excited to complete the range by launching the Caspian Universal, which includes EC motor technology and increases the options for specifiers and installers who seek a simple, cost effective, comprehensive heating solution for large commercial spaces."

Since 1991, Smith’s has manufactured an extensive portfolio of domestic and light commercial products including: the Caspian commercial fan convector range, Space Saver plinth heaters and the Hydroflame flame-effect convector. All are supported by a five year parts and labour guarantee. Typical domestic applications range from new house build sectors, kitchen refurbishment, social housing and commercial applications to trade or retail outlets, schools and churches.

Smith’s has significant shares of both the North American and European markets as well as being the UK’s market leader. David Higham was appointed CEO in 2013 with the aim of sustaining Smith’s enviable reputation and further strengthening the Smith’s brand at home and abroad.

Learn more about Smith's Caspian on our website: http://smithsep.co.uk/products/commercial-uv-ff-ext/

Smith’s Space Saver SS80 Narrower Fit!

Smith’s Environmental Products has launched a new version of its market-leading Space Saver plinth heater to fit 80mm plinth heights. The new slim-line SS80 kitchen heater from Smith’s is the only plinth heater available in Europe that fits IKEA-style 80mm plinth heights.

In the first of a number of innovations for the product, Smith’s has designed a new Space Saver hydronic plinth heater to fit much narrower plinths found in kitchen designs popular from Scandinavia and Germany. Like its taller counterparts, installing the Space Saver SS80 frees up wall space for extra wall surfaces and more storage or desirable kitchen appliances, instead of home owners having to make do with a panel radiator.

Jim Bennett, Smith’s Sales & Marketing Director, stated, "The Space Saver is a key appliance for the New Build and RSL markets, as well as for the mainstream consumer. It offers efficient, controllable warmth to kitchens where space is at a premium. Installers can use it to replace a radiator and because it will work off any wet central heating system, it’s a simple replacement that gives so much more to the end user."

The Smith’s Space Saver installs discreetly into the dead space under fitted units and is now supplied as standard with a stainless steel grille, as well as being available in alternative finishes. The Space Saver SS80 is suitable for heating rooms up to 24m3 and could also provide an alternative heat solution for bedrooms and office furniture that also have plinths. It uses an extremely low water content when compared with a radiator and so it will heat up much more quickly than both radiators and underfloor heating, as well as affording users more responsive controls.

The SS80 is now available nationally from all good merchants, online stockists and branches of Wickes. The Space Saver is regularly specified by local authorities, house builders, housing associations as well as installers for domestic dwellings, and light commercial installations for church kitchens, village halls and offices.

Learn more about Smith's Plinth Space Savers on our website: http://smithsep.co.uk/products/space-saver-plinth-heater/

Smith’s And Taco Italia Introduce High Efficiency Domestic Heating Circulator

Smith’s Environmental Products (SEP), the UK’s leading supplier of domestic and light commercial fan-assisted hydronic heat emitters is excited to announce their cooperation with Taco Italia srl, one of the leading global manufacturers of high efficiency circulating pumps. This development is a further demonstration of the Swan Group’s ambitions for the business, since its full acquisition of Smith’s earlier in 2016. The cooperation with Taco Italia allows Smith’s to broaden its portfolio of domestic heating solutions.

Smith’s Managing Director, Gary Haynes stated, “This strategic collaboration with Taco Italia, based in Sandrigo (VI) Italy builds upon the decades of commercial successes enjoyed by both Smith’s and Taco Italia respective parent companies, namely The Swan Group, Randolph MA, USA and Taco Comfort Solution North America, Cranston RI, USA.

Since our acquisition by the Swan Group, it has been our strategic intent to increase the Smith’s range of domestic and commercial heating solutions, providing greater choice for our customers and clients across the UK”.

Taco Italia has been designing and manufacturing high efficiency domestic heat circulator for the European OEM market since 2000.

To learn more about Smith's products, please visit our website: http://smithsep.co.uk/