"Trade don't care about quality anymore, price is everything."
That was the startling statement made by a competitor’s CEO to our founder and CEO, Chris Ingram, at a recent industry exhibition. For those of you that know Chris, you can imagine that the discussion got quite heated (excuse the pun).
The core of the argument was that plumbers don't care about their customers, so the underfloor heating supplier could buy components as cheaply as possible to maximise their profits. Chris was not impressed.
"Every sector has its cowboys, but to hear this from a fellow CEO annoyed me intensely. For sure, not all are like that, but as the cost of living crisis continues, this attitude seems to be spreading."
"Continal started small, just like many of our customers today, so I champion the smaller businesses. This corporate arrogance from big-corps, along with a sheer lack of care, seems to be a big problem in the UK today.”
Of course, we know that it can be hard to get the price-versus-quality equation right. If you choose components of the highest (claimed) quality, you can price yourself out of a job. Conversely, if you go low to win the contract, you could find yourself working at a loss because you’re dealing with post-installation problems.
The solution is realising that quality lies in expertise and attention to detail as well as price. At Continal, we take a hands-on approach and use our experience to our customers’ advantage.
"Our customers are a lot more than just a number on a corporate accountants spreadsheet"
Chris has been part of the UK and European UFH industry for over a quarter of a century – far longer than most equivalent CEOs. He was chairman of the national trade association for 9 years when UFH was first recognised for its efficiency and when modern thin systems came into the market. He sat on various national and European standards and quality committees, at the key time when the modern UFH industry was being defined.
He explains how system design, performance and installation are (in theory) governed by the well-proven standard BS-EN-1264.
"With components manufactured in Europe, there are defined standards covering every aspect of the manufacture, from the quality of the raw materials, through the actual manufacturing process, and even down to how the goods can be safely packed for distribution."
"So on the face of it, whatever is supplied in the UK should be fit-for-purpose, correct? Well, sadly not.”
How does Chris ensure that Continal’s components meet both our high standards (and our customers’ budgets)?
"It’s easy to buy pipe ‘blind’ on the international market, and there are plenty of extruders from Europe to China churning out millions of meters of pipe weekly. However, I like to see where it's manufactured. You can tell a lot from seeing the actual machines and by chatting with the production staff. That helps ensure quality, as does carefully checking each delivery for consistency"
"We've used Continal for a number of years. We always receive a quality service and they'll amend quotes as projects change, sometimes multiple times. Our deliveries always arrive when they say it will, which is very important to us on-site. Continal supply quality goods, cant fault them!"
-MVM Builder, Kent, UK
For Chris, a great UFH system is about more than its parts.
"What matters is a supplier’s attention to the details, and that ensures quality. Not just of the individual components, but also of the design, and the long-term performance.”
As Chris comments wryly, "Every system we sell will outlive me, so let's make sure they work!”
Our systems could also outlast the lower-quality suppliers. With time, those that hold their customers in contempt will disappear, leaving the trusted suppliers – like Continal – delivering for the next decade and beyond.
The personal touch and high standards of a British, family-owned business like Continal makes sure that quality is built in to everything we do, such as system design and service as well as parts. Our customers are so much more to us than an entry on a corporate accountants spreadsheet.
As far as Chris and his team are concerned, the “price is everything” attitude is just wrong. It’s quality that matters.
To discuss a project or get a quote, call the Continal team on 01566 772 322
