"Reply from an Anglian sales rep"

A review of Anglian Window Centres by SW London Rep written on Wednesday 25th of October 2006

There seems to be no update to the review about the old lady, so one presumes either she accepted a surveyor's visit and then proceeded to have her windows manufactured and installed as ordered, or she declined a surveyor's visit and therefore left us unable to incur any further costs by manufacturing any product. In the latter case, although legally we would have the right to insist on a small payment for an order not cancelled within the seven-day cooling off period, in practice and in the interests of goodwill, we would put the order on hold until we had received written notice of the customer's intention (perhaps from a relative) and then would cancel the order and refund their deposit.

As for the second chap - why exactly does a quote have to be sent through the post? Why would you expect to invite someone into your home who you surely know is only paid in the event of a sale and expect to get an hour or more of his advice for free and then be surprised when he asks you if you would like to place an order. Any quote written down on a letterhead with the expectation of being valid for a reasonable period of time is clearly not going to be the best price possible as it would not take advantage of any short-term offers. The marketing people would probably have phoned or knocked to make appointments because of these offers. Most reps don't bother leaving a standard quote letter in these circumstances because we know the customer will now not be willing to pay full price if they have already declined a reduced price offer. If, instead, somebody approaches us and just wants a standard quote for reference to think about for as long as they like they are very welcome to pop into one of our showrooms armed with their own drawings and measurements and we will happily price it for them and put it on a signed and dated quote letter. .

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