Knock Knock Winter 2017

WINTER 2017 | ISSUE 4

NEWS | VIEWS | UPDATES

Welcome As fast as speed up the time it takes to turnaround,
we can! and therefore the time in which we can
to the Winter issue deliver to our customers.
of ‘knock knock’ Without compromising on
quality, our recent investments “We have now committed a reduced
2017 has certainly been a monumental have led us to achieving some turnaround on painted doors colours
year so far for DOORCO. Customer numbers of the fastest lead times in the from our premium range are now
continue to grow and August was the industry – not just on basic available on a five-day turnaround, while
busiest month we’ve ever had in all three services like next day delivery for stained doors or bespoke RAL’s can be
supply levels. slabs, but on painted doors too. delivered in just seven.

A fantastic achievement considering a recent report “Colour makes up around 60% of our “Ultimate customer satisfaction is the
suggested that the industry is getting smaller. sales at DOORCO”, comments Jayne key driver behind everything we do at
Composite door fabricator numbers in particular were Sullivan, Operations Director. “With this DOORCO. Whether it’s a one-off prepped
reported as being in decline, although, thankfully, the level of demand comes complexity, door, single or mixed pallets, being able
report also says we shouldn’t expect the demand from as an increasing palette of colours are to improve delivery times on colour is
homeowners to wane. required by our customers as quickly as a great accolade to the commitment
possible. Thanks to the addition of The made to providing excellent products
In a competitive marketplace, it is important that Schubox®, we no longer struggle with and service, and we will continue to keep
those rallying for the business can supply the demand. the bottle-neck that the painting process improvements of this nature at the core
Suppliers like us have a key role to play in ensuring often causes and this has enabled us to of everything we do.”
success for our customers. Quality is a given, but what
the market is really looking for is differentiation and Awards season is upon us...
added value to set them apart. And of course, this must
be backed up by fast turnaround and excellent service. …and it’s all about our Encompassing our planned programme of
Customer Service and Innovation are the two key areas customers! We are absolutely strategic investment and growth, Project
where the DOORCO difference really comes in to play, delighted to be a finalist in Diamond focused on management
and this newsletter focuses on exactly that. this year’s G17 Customer Care systems, IT, staff, premises, tooling and
Initiative of the Year. engineering, automation and marketing
I hope you enjoy this issue. and you can read about it in more detail
Even being shortlisted is testament to later in this issue.
Dan Sullivan our commitment to our customers and
the excellent products and service we Jayne Sullivan, Operations Director
Managing Director provide. As one of the fastest growing comments: “Just making it to the finals of
and most invested-in door companies these prestigious industry awards, gives
SEAOESDNPPIAPAOGRMTEOLOI2JGNEFHCDOTTR in the UK, it has been imperative to third-party recognition to our approach
ensure that our high service levels are and adds further credibility to the way
maintained both now and in the future. we run our business. It also reflects the
Project Diamond made this happen. excellent team we have at DOORCO.”

Vote for DOORCO!

DOORCO has also been shortlisted as a finalist in the

National Fenestration Awards Composite/Panelled Door
category. The NFA results are purely driven by the
industry as they work on a votes and nominations
system – so we need your help! Of course, we are just as

happy if our customers win, so please don’t think we are in

competition with you... Vista Panels won last year.

CUSTOMER FOCUS PROMOTIONS

Project Diamond: Congratulations to...
The age of the customer Natalie Fletcher, who
has been promoted to
A recent Ombudsman Services national study estimated the cost of poor service Customer Services Team
in the UK at a stunning £37 billion, with 1 in 4 customers on average taking their Leader – Manufacturing
business elsewhere. 3 in 4 customers also said they’d be unlikely to buy from a and Kayley Woods, who
supplier again if they felt their brand loyalty had been disregarded. has been promoted
to Operations Lead.
Meeting customer expectations This is why, although DOORCO has Handling an unlimited number of
is more of a challenge today grown dramatically in the last 12 prep options and configurations, Natalie Fletcher #FTOSeERaEmMPDOAOGROEE RO4CNO
than it has ever been because months, our strategy of customer early results show the new system
we’re operating in the age of care has always remained our is already saving customers
the customer. They know more focus. Project Diamond was about time and giving them greater
and so expect more and it’s a ensuring we managed our growth flexibility, whilst simultaneously
supplier’s job to not just keep to maintain, streamline and real-time tracking DOORCO’s
up, but to anticipate these future-proof high service levels performance.
changing demands and deliver without sacrifice. As well making
accordingly. You can have the changes to premises, automation Project Diamond was a result of
best products in the industry, the and staff, a large part of the asking and listening to what our
most employees and the biggest project was the implementation customers like about what we do,
sales and marketing budgets, but of a completely bespoke software what they don’t like, and how we
poor customer service can undo system that allows our customers can do better.
all this with one fell swoop. to process their orders directly.

FOR DOORCO, IT’S WHAT OUR CUSTOMERS THINK THAT REALLY MATTERS: Kayley Woods

“Right from the word go, DOORCO “During the first month of dealing “We switched to DOORCO several WE’RE GROWING
impressed us with their ‘open door’ with DOORCO, we had a major months ago when our previous OUR TEAM!
policy when it came to showing us machine breakdown which left supplier was letting us down
what they could offer to support us unable to produce any doors. on service. I can honestly say Visit www.door-co.com/jobs/
a customer of our scale. Our DOORCO machined all our work so the service we’ve received from for our current vacancies.
team was especially impressed by we could continue manufacturing. DOORCO is of a quality that’s few
DOORCO’s commitment to offering MD Dan Sullivan even worked late and far between. In fact, originally, Colour
a personal service where genuinely on a Friday and Saturday, but the we were just going to move the in trend
nothing is too much. Similarly, best bit was when we left 2 pallets retail doors, but we’ve been so
they exceed expectations when of doors in the DOORCO factory. impressed that we’re now moving Anthracite Grey has been
it comes to product design and I called him on Sunday to say we all of our commercial requirements the colour of choice for
development, founded on their were desperate and he went into to them too.” quite some time.
commitment to being the first to work and opened up. That’s what Jon Heyes
offer innovative composite door I call going the extra mile for your Director, It’s popularity doesn’t seem to
products that we in turn can be customer.”  Prescot Windows & Doors be waning, in fact, it’s the latest
first to offer our customers.” Keith Sadler addition to our in-stock colour
John Whalley VISTA Panels range, but where are we going
Nationwide Windows & Doors next? At DOORCO, we see 2018
building on the contemporary,
bringing a more European feeling
to the door styling. And when
it comes to colours, we will be
seeing more tech inspired blues,
earthy palettes and juicy greens.

02 AUTUMN 2017 | ISSUE 4

Celebrating 10 years

as the door of choice for the UK’s
house builders and developers

DOORCO is a well known the DOORCO product quality MONZA II
supplier in the trade / retail itself which represents one of
fabricator and installer the most heavily invested-in The Monza II has a superior look and feel,
markets, but did you know composite doors currently with 4mm GRP skins consistent throughout
we have 1000s of doors available in the UK. the doors and a deeper feature groove giving
across the UK in new build greater definition and a higher quality finish. We
and commercial sectors? “We understand the commercial have redesigned the panels too – the Monza II
sector is a competitive place has 8 wider panels, compared with the 12 on
For a decade, we have been to be so it’s imperative that the original Monza door. The grain definition
supplying one of the commercial suppliers play their part in and look on the mid panel has been changed
sector’s most popular composite the supply chain. DOORCO’s to book match design, improving the overall
doors. Through our customers strategy has been to take control aesthetics of the door.
we have supplied to some of the of the entire manufacturing
largest names, with well-known process, focusing on ensuring Find out more: http://www.door-co.com/composite-doors/monza-ii/
brands such as Persimmon, our customers can meet their
Bellway, Barratt, Redrow, Bloors, demands. To ensure we maintain LINKS
Wimpey, Crest, Countryside and control of supply and continue
Millers – all relying on DOORCO to meet the necessary lead LINKS brings together the current desire for
for quality, performance and times, we offer: three strands premium aluminium door sets but with all
value for money when it comes of delivery – container, pallet the material and value for money benefits
to door specification. or prepped; strict promises on that the market expects from composite
delivery; and we hold 30,000 doors. Designed to match and complement
Dan Sullivan, MD comments: “We doors in stock at our UK facility. aluminium profile, the LINKS door looks like
attribute much of our success aluminium, feels like aluminium but consists
over the last decade to the fact “The results are a composite of 4mm GRP skin on a 44mm composite slab
that we have an experienced door solution for the commercial using LVL and timber sub frame with a CFC
network of customers across the market than is second to none. We Polyurethane core.
UK who manufacture composite can offer bespoke specification
doors using DOORCO slabs. doors for individual requirements; Find out more: http://www.door-co.com/composite-doors/links/
They’re experts in working in full PAS 23/24 Doc Q compliant
the demanding commercial products; one of the industry’s Real Doors
arena, with flexibility to meet a widest ranges of door models,
variety of needs from the largest colours and sizes available direct We’d love to see your work
high volume social housing from the manufacturer. And
developments, to supplying because we’re confident in our – why not tweet us a picture of your favourite
bespoke niche doors for higher in-house manufacture, we can installation @DOORCO_Official
end private developments. This offer a 20-year structural warranty;
service goes hand in hand with 10-year paint warranty and 5-year
stained door warranty.”

• We’re committed to maintaining a market of choice • Balancing costs: Wherever possible we come up with
when it comes to composite doors. solutions to balance the raw material and currency
fluctuations, without simply passing on the costs to our
• Innovation thanks to our close collaboration with DOORCO customers.
Korea, offer the largest range of composite door styles on
the market to provide the biggest choice for customers. • Investment: Over the last 12 months we’ve made
significant investment into DOORCO facilities, staff,
• Our products are fit and forget – the return rate for IT systems, tooling and engineering, automation and
doors back once installed is less than 1% of total sales. marketing to ensure strategic growth is managed.

• An approachable, open-door policy with customer- • Privately owned and proud to be independent.
centric culture: customers can communicate with
DOORCO staff at every level. No problem is too big or
too small for our team.

AUTUMN 2017 | ISSUE 4 03

Macmillan CUSTOMER SUPPORT
Coffee
Morning PACKAGES FROM DOORCO

DOORCO staff in Another part of our • Features and benefits cards. Customer Support packages from DOORCO
Macclesfield joined commitment to customer
in with the national care is the marketing support • Corner samples to demonstrate There’s a new brochure
Macmillan Coffee package available, which the unique construction of just around the corner, and
Morning on 29th includes: DOORCO products. let’s just say it’s had a bit of a
September, running shake-up! Innovation is key to
their very own Star • High quality brochure which • We regularly update our digital DOORCO. Our last brochure
Baker competition. can be quickly tailored to images and are available to be was very popular and copied
customer needs, including used in a number of ways: by many, so this time we’re
Natalie Coomer won branding, colour schemes, doing something completely
with a delicious Elizabeth specific product information. • Blank images in all styles/ different. Watch this space...
Sponge Cake from one of colours to use on your Online
the Macmillan recipes. • A dedicated colour swatch ordering system, DOOR
brochure demonstrating our Builder or Website.
The team donated painted colour range.
£200.70 from • Close up images of blank
the event. • A full suite of both colour swatch or glazed doors for broader
books and individual swatches marketing purposes.
#TeamDOORCO to illustrate colours of prepped
door slabs, with the option to • A newly created set of
UPDATES personalise. images specifically for our
new products, the LINKS and
We’ve been making Monza II.
a few changes and
growing our team MEET THE TEAM
at DOORCO. Spotlight on Natalie Fletcher: Natalie has recently had Face to Face
interview with Glass News, and here’s a preview to some of it!
Welcome to...
40 WORDS THAT SUM YOU UP... THE TEMPTATION YOU CAN’T A PARTICULAR AMBITION...
Paul Wilding joins Mike I am a hard working self-motivated RESIST... To be the best I can be and progress
Roe in the sales team as team player. I love spending time Crisps! I’m not much for chocolate further into the business and help
Sales Manager. with my family especially my 10 year but I love salt and vinegar crisps. my team members to do the same.
old son and really enjoy working
Stacey Copeland and Sue with my team at DOORCO. THE JOB YOU DO IN 25 WORDS... THE WAY YOU WANT TO BE
Bauer have joined our I lead the Customer Services REMEMBERED...
customer services team as YOUR FAVOURITE SPORTS OR Team, it is a busy environment and Hard working, motivated team
Customer Service Advisors. INTERESTS... challenging which I love. player and a great asset to DOORCO.
I don’t really follow sports but I used
Lucie Williams and Kate to have horses and enjoyed doing YOUR GREATEST ACHIEVEMENT...
Caburn join our Finance shows when I was younger. This would be being a full time
team. working mum and working my way
SOMEONE OR SOMETHING THAT up to my new role as Customer
Abbie Lever joins INSPIRES YOU... Service Team Leader.
us as Administrator/ My parents and partner who are
Receptionist. hardworking and have pushed me to THE TALENT YOU WOULD LIKE TO
get to the position I am in today. ENHANCE...
I love to draw and have always
wanted to learn how to tattoo.

The DOORCO team are so special they have their very own web page. Meet the full UK team for yourself at:
http://www.door-co.com/team/. You can also find our current vacancies as we look to grow our team further.

Telephone 01625 428 955
Fax 01625 669 235
Email [email protected]
www.door-co.com

DOORCO Limited, M6 Motorway House, Charter Way, Macclesfield SK10 2NY