After reading your two interviews (kbbreview, August 2005) with Vance Miller of Maple Industries/Kitchens (left) and then Iain Forsythe of Premier Kitchens and Bedrooms (right), it looks like Vance Miller’s attitude to customer service is not that bad after all.

Iain Forsythe’s comment in the first paragraph of his interview explains his view of the level of service his customers should expect: “We look at the type of car they turn up in outside. If they arrive in a low-range model that’s the type of service they expect. If they turn up in a top-of-the-range model they expect something more”.

He also mentions that he had turned down a £22,000 kitchen because the customer paid a deposit but only wanted to pay the final amount after the kitchen had been fitted.

This is the exact reason why so many people are buying from Vance Miller.

Regardless of the type of car you drive, even if the Mercedes has gone in for an MOT, all customers deserve the highest levels of service when going to an independent specialist, especially if they are a KBSA approved member. Most specialists can’t afford to turn away £22,000 kitchens – allowing the customer the right to settle their account on completion, and when they are satisfied, is something most customers expect.

Maybe Vance Miller’s application for KBS membership is in the post!

StilHaus Kitchens Vance Miller doesn't own