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On Thursday 12th April 2018, the electrical retailing sector gathered at London's Park Plaza Victoria Hotel for the prestigious IER Awards. The event brings together the very best of the industry to celebrate the successes of the past twelve months, and Forbes was absolutely delighted to clinch the Best Customer Services Award.
This award is an honour to receive and is a true testament to our dedicated team of employees, who continue to embody our company ethos in their hard work and dedication to customer service. Forbes Rentals recognises that our staff are critical to our customer service strategy. We champion our service-led culture by recruiting customer-aware people and driving people-management that develops our company’s mind-set.
Stephen Edwards, Forbes Finance Director, said: "Receiving this award is really superb, a reflection of all the staff in the company who are dedicated to providing the best possible service to our customers. They should all feel very proud of our achievement as a company."
Established in 1926, we remain a family company today and our entire ethos is about the delivery of the highest quality of both product and service, with the rental model being based on developing long-term relationships with our customers as opposed to conducting one off business transactions. We ensure that from the first touch point with our company, customers receive professional product advice as well as having all equipment fully installed and set-up, and knowing they have the support of our first-class engineer response service.
Rental gives access to periodic upgrades which enable our customers to keep up with the latest technology, and we maintain contact with our customers after installation to keep them informed of our new products and current promotions. We provide in-home demonstrations of our products, as well as always including a fourteen day cool-off period within our contracts. We have regular social media campaigns through which we offer competitions and drive engagement, and we also call our existing customer base as well as emailing them about new technology that is available to them. We are always expanding our product range in order to offer the latest innovations, and keep in line with current trends and consumer demand. We have recently added robotic and cordless vacuum cleaners and iPads to our product range which also includes: laundry and dishwashing appliances, mobility scooters, televisions and home cinema, fridges, freezers and ovens. Our interaction with customers enables us to base our operations around the consumer, and to make informed business decisions that are influenced by that engagement.
We are very proud of our hard working and knowledgeable teams, and it is great to see them receiving the deserved public recognition for their excellent work at each point of the service delivery process.
We use Feefo as an independent party for collating reviews and feedback from our customers and this year we once again attained Gold Trusted Award, the highest available standard — with an average score of 4.8/5 across all of our reviews from last year.