It was a week for complaints

Last week a dealer sent us an email accompanied by 2 images:

“The kitchen staff had just put some fruit bowls on this item when the shelf collapsed, customer believes this is down to the welding. Could you advise on what the course of action will be?”

Trolley 2Trolley 1

The reply was quite straight forward – they weren’t our trolleys, but we knew exactly what the problem was so we were delighted to advise on what the course of action could be…

It wasn’t the welding that was the issue, our Craven General Purpose Stainless Steel Catering Trolleys are fully welded and you can see from the second image that this particular trolley was held together by rivets, and it’s at the point where the rivet attaches the handle to the tray, that the trolley has collapsed.

There’s only one type of trolley that’s more likely to sustain this type of damage and that’s a self-assembly flatpack trolley.

Now because we really love our trolleys, if you ever have to field an enquiry of this nature, get in touch and we’ll help you out in several ways just like we did for this dealer:

  1. We’ll tell you the technical name for this damage; this one had gone trapezoidal.
  2. We’ll tell you why flatpack trolleys are more likely to go trapezoidal (it’s all about pivot points) if you’re really interested
  3. If you send us an image and buy a replacement from us we’ll reduce your net price by a further £10.00

But here’s the twist – just because a trolley is fully welded it doesn’t mean to say that you’re guaranteed peace of mind, as that can depend on who you buy it from…

A couple of days later we got an email from another one of our dealers with these images:

 

Tray Clearing Trolley 1 Tray Clearing Trolley 2

The images were accompanied by an email asking us if this was one of our Tray Clearing Trolleys. The answer again was easy – no!

Apart from the fact our Tray Clearing Trolleys look nothing like this, the runners have been very badly welded to the frames and the castors haven’t been fitted correctly.

We do however think we know which company supplied this, and in fairness to them they must sub this sort of work out because they’re not a manufacturing company – which you can probably tell from the picture.

But given we are a decent bunch of Yorkshire folk we weren’t about to leave our customer in the lurch, so we provided them with an equivalent design that would work and was fit for purpose.

Now we’re not saying that we are perfect, and occasionally our trolleys have the odd issue too, but the major difference when issues do occur is our service, we take ownership and make sure issues are resolved ASAP.

Plus for that extra peace of mind our range of Stainless Steel Catering, Cutlery and Tray Clearing Trolleys can come with guarantees of up to 3 years and are trusted to serve in locations all over the UK including the Houses of Parliament, Schools, Universities, Hospitals and even Motorway Services.

So, if you want to avoid awkward conversations and complaints from your customers, there’s an easy solution, buy a Craven & Co trolley – simple really!

To download a copy of our latest Trolley brochure please click here (http://www.craven-solutions.com/products/latest-brochures/ ) or alternatively call one of our Sales Team on 01423 796200.