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Personal and dedicated service, the proof is in the pudding

On this blog and on our websites (Supply and Install 'division' - "DIY with a Difference" division) our aim to supply quality products and service is frequently mentioned. And we pride ourselves that our clients frequently acknowledge this fact by sending us testimonials and feedback.

One of the promises "Why You Know Wood You Like Provides the Greatest Value in Wooden Flooring" is:

The personal and dedicated service you receive will continue for as long as you need us. Our growing band of delighted clients, with their glowing testimonials and feed back are your confirmation and assurance of the quality and service you will receive of Wood You Like, THE natural wooden flooring specialists in the UK.

Recently, after we installed a Duoplank Oak Rustic, brushed & oiled natural our client remarked that the doors (trimmed to the new height of the floor and wooden threshold) seem to be scraping over the threshold. Our job is only finished when our client is happy. The following (email) conversation is our 'proof in the pudding' of this week:

Dear Jay

As discussed with you yesterday I mentioned to Ton that the doors in your home touch the thresholds etc. Before he left he checked all of them, but he believes the doors (hardwood) are a bit too heavy for the little screws in the hinges. We have no problem whatsoever to come round again, but removing more material from the bottom of the doors, while the cause is the screws might not be the way forward (the door will 'drop' again and in the end you might end up with a gap between the top of the door and door post.)
Please advice. If needed Ton can come round later tomorrow (Saturday) afternoon.

Kind Regards
Wood You Like Ltd
Karin Hermans

Karin,

I will come back you on this. I may be able to get my father (who hung the doors) to replace the screws with longer ones if this is the case. I have a feeling that one of the doors may still need a trim but we'll try longer screws first - as we don't want them falling off in the long run.

Can I take this opportunity to thank you and Ton for a fantastic job. The floors look superb and Ton has finished the fitting to a very high standard. My Father commented that it was a very tidy job - and as a carpenter he is hard to please!!! We appreciate your patience with our fussiness too - we can be awkward clients I am aware.

Please feel free to use any of these comments on your customer comments section of your website etc if you wish.

Many thanks,

Jay & Lorraine

We are awaiting the news if replacing the short screws with longer ones has resolved the problem. If not, we're on our way - as promised.

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