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Forbes is thrilled to have been shortlisted for two 2021 IER Awards

Hannah Forbes, Head of Brand and Content Managment

By Hannah Forbes | First published: 9th February 2021

IER Finalist logo 2021

Forbes is absolutely delighted that we have been shortlisted for an IER Award in two categories; their Best Customer Service Award and Best Large Independent Retailer – Appliances. The Innovative Electrical Retailing Awards is the leading event for marking excellence from within the industry and these awards are a well-respected seal of approval.

This has been an extraordinary year for us all but we are extremely thankful that our business has been resilient to the hardships of the high street and that we have been able to provide an uninterrupted provision of our essential services. For our business, the pandemic has truly underpinned the importance of our digital offering. Our customers have access to a highly personal and interactive sales and after care service, that is COVID safe and in alignment with changing consumer behaviours. Our virtual showroom enables our team of experienced sales staff to walk customers through all of our latest product ranges, explaining all the functionality and ensuring that our customers make right the choices for their specific requirements. We have a multi-channel communication with consumers that includes interactive home visualisers, engaging video-based product demonstrations and expert reviews. We invest heavily in our website and ensure that it lists our full product range is always up to date, highly informative and easy to navigate. In ‘normal’ times, we conduct in-person product demonstrations at the point of installation to ensure that products are used to their full potential. These have had to be adapted in order to observe our strict social distancing measures. However, our customers still have access to comprehensive demonstrations and user training, and our teams are also available after delivery for telephone or video-based user support should it be required.

This has been a testing time for the nation as a whole but we are extremely proud of the way in which our staff have adapted to the new processes, and being shortlisted for these awards is testament to their ongoing dedication. Even with our office staff currently working remotely, we have ensured that our high standards of service have never been compromised.