Which shower valve did we fit?
A customer rings. The bathroom you fitted eighteen months ago has a drip from under the shower tray. The office asks when it was done and who fitted it. The customer is not sure. Somebody searches old emails and finds the quote but not the final specification. The fitter who did it has left. Nobody knows the tray model, whether the valve is under the manufacturer's guarantee, or whether there were any notes about the waste.
Eventually someone visits to find out what is there, which is a visit that could have been better prepared.
Why aftercare starts from scratch
Most fitting businesses organise themselves around live jobs. Once a job is paid, its information scatters. Aftercare calls come in unpredictably, often years later, and there is no single place to look.
- Final specifications are not stored with the job after completion.
- Product model numbers and batch codes were never recorded.
- Callbacks are handled by whoever answers the phone, with no log.
- Manufacturer guarantees are not checked before a visit is booked.
- Repeat problems with the same product across jobs go unnoticed.
What unprepared aftercare costs
Visits without the right parts or information lead to second visits. Faults that are the manufacturer's responsibility get fixed at your cost because nobody checked. Customers who ring and are asked for details they expect you to know lose confidence. And a product that keeps failing on your jobs keeps getting fitted because the pattern is invisible.
The aftercare desk we build
- Completed jobs keep their full record: final specification, product models, batch codes, fitter, photos of hidden work and the handover pack.
- Customers can report an issue through a short web form or by phone, and the call handler finds the job by address or name.
- Triage questions for common issues, such as a leak, a stuck valve or cracked grout, are set by your team and recorded against the call.
- Product guarantee terms from the handover pack are shown alongside, so the office can see whether a manufacturer claim is the right route.
- A visit is booked with the fitter who knows the job where possible, and the likely parts are listed in advance.
- Every callback is logged against the job and the product, so repeat issues with a product or a fitter show up in a report.
| Question on the call | Answered from |
|---|---|
| When was it fitted and by whom? | Job record |
| Which tray, valve or tap? | Specification and install records |
| Is it under the manufacturer's guarantee? | Handover pack and dates |
| What does the hidden work look like? | Stage photos |
| Has this happened before? | Callback log |
Whether a fault is a manufacturer issue, a fitting issue or wear is for your team to judge. The desk just puts the facts in front of them.
How aftercare feels after
Calls are answered with the customer's job on screen. Visits are prepared, with the right parts. Manufacturer claims are raised when they apply. Over time the callback log shows which products and practices cause trouble, which feeds back into what you fit and how.
Aftercare done well is also a source of new work. Customers who ring with a small problem and find you already know their bathroom, arrive prepared and fix it cleanly are the ones who recommend you to friends. The desk makes that experience the normal one rather than the lucky one, and it does not depend on the person who happens to pick up the phone.
Is aftercare harder than it should be?
- Aftercare calls start with asking the customer for details you should have.
- You cannot find the model of a product you fitted last year.
- Visits have been wasted because the right part was not taken.
- There is no log of callbacks across jobs.