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.

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.

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