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EBOSS Blog
eboss
The EBOSS Team
8 April 2021

What is the most important attribute for builders when selecting products?

The number one attribute builders need in order to feel comfortable when selecting products is the support offered when something goes wrong. This is a core decision factor for over nine in ten builders.

When problems arise, the real work is done then in creating a loyal builder following. Builders think about their brand reputation, their budgets and their build programme; issues have the capacity to cause damage far beyond what’s happening on site right now. That’s why how a product supplier handles issues plays an outsized role in brand selection.

Builder Insights blog post 6 copy

Builders need to know that product suppliers:

  • Will be on-site quickly to assess the issue;
  • Will work with them to find a resolution — regardless of who is at fault;
  • Have back-up supply to replace faulty product;
  • Will be fair and transparent about the issue.

Builders talk about their frustration with suppliers who offer warranty, but make it impossible to achieve a warranty claim, or who engage in a blame game when they know the product is at fault. Product suppliers can stand out from the crowd by front-footing how they handle issues, and by building a transparent and fair process.

If you’re interested in understanding more about specifier and builder preferences, register below to receive a copy of EBOSS Specifier Insights 2020.


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