What we’ve learned from the Lockdown and how it’s shaped our future plans
At Maranatha we bring exceptional design and beautiful bespoke handmade luxury Kitchens and Bathrooms to homes across Cheshire, North Wales, and the Wirral
The Pandemic has brought some very big challenges for all us across the local community but that is also meant it’s brought an opportunity to review what we do and see how we can improve.
The wellbeing and safety of our Customers and Colleagues has always been and remains a top priority. So of course, we have brought in extra measures to ensure that there is a safe and friendly environment for everyone. You can find out more detail on these measures HERE
So, here is what we learned and how we are changing things:
We realised how important face to face is!
Digital and online experiences have been even more indispensable than ever, but we feel like so many of you that there is nothing to beat face to face contact
We really missed visitors to our Showroom and Workshop during the lockdown as we love to see our customers and talk about their hopes and dreams for the hub of their family space. So, we have really enjoyed talking to our customers again face to face and at a safe distance.
We needed to change our in-person ‘customer experience’
Fortunately, our showroom is large enough to enable us to maintain a safe social distance and, as you can park directly outside the Kitchen and Bathroom design studio, there is no risk on your journey or arrival. To help manage visits to our showroom safely, we are now asking all visitors to book an appointment with our designer before they visit.
The highlight for many visitors when they come to visit Maranatha Kitchens and Bathrooms is to look around our workshop which is right next door to the showroom. It offers a fascinating insight into where your kitchen or bathroom cabinets will be hand created by skilled craftsmen and why every Kitchen and Bathroom, we build is entirely bespoke to your needs, tastes, and the shape of your home.
Just like the Showroom visits we have been keeping a safe social distance and this can involve a ‘view from a distance’ if our Colleagues are busy at work and operating machinery or there is a lack of space to show visitors around safely.
During the design process we do of course visit our customer’s home to measure up the Kitchen or Bathroom space. Our Designers call when they arrive, rather than knocking on the door. During the visit they always keep a safe social distance of course and wear protective gloves and where possible, a face mask. When measuring we ask customers to move to another room if needed so that can be done freely and safely.
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We needed to change our Digital ‘customer experience’
We have also had time to reflect on how we can improve our online experience from the way we answer our phone calls to how we communicate by email and the way we explain what we do on our website or on Social Media.
Like all businesses our Digital presence has suddenly become even more important, so we have been working hard to improve the way we communicate and present ourselves online.
We recognised that we needed to explain how we created such beautiful luxury bespoke designer family spaces in a more effective way.
So, we have started telling people about individual projects and the challenges each of them brought. You can see our latest one HERE.
We are also improving the way we update our Social Media channels, so we tell our story more effectively to demonstrate the quality of our work and show how we give our customers their dream designer luxury kitchen.
We are working on improving the quality of the images we use on our website and social media channels so you can really see how we transform our customers family space into something unique and bespoke.
We are now sending out a regular email newsletter to help keep our customers up to date with all our news.
We have also upgraded the hosting on our website so it is quicker to use and can cope better in periods of high use.
Some customers told us they did not always get an answer when the called the showroom so we and added dedicated call answering system, so you always get a prompt answer to every phone call
Like most of you we are concerned about what the future holds BUT whatever new challenges lie ahead we are confident that the changes we have made already and are making will helps us carry on helping our customers with their hopes and dreams for the hub of their family space.
Of course, we will continue to follow the UK Govt Guidelines and we will update our procedures and practice as and when necessary
Building bespoke luxury designer kitchens is what we love doing and we intend to do it for many years to come!