As TrustMark nears a close on its 10th Anniversary year, we nostalgically look back on how we got to this point. This year we’ve been campaigning heavily to promote reputable tradespeople, and shone light into the daily activities of our ten TrustMark Ambassadors, all of whom excel in customer service, trading practices and standards of workmanship.
Our ambassadors have been involved in a range of activities this year to promote reputable traders. They started off by being featured in our anniversary report which you can download here. This looks at their business practices, ethos and how they stay true to their customers. We’re proud to work with them to change the industry stereotype and instil confidence in customers that by looking for the right indicators you can find truly professional tradespeople.
Firms have come a long way from the commonly branded ‘cowboy’ brush that they are still tarnished with. This year alone, we’ve seen a huge drive to change this unfair image. We released an infographic at the start of this year with some keys statistics on how much UK tradespeople contribute to the economy, which unveiled some astonishing figures. The repair, maintenance and improvement sector alone is worth £2.7 billion every year, so the work carried out by tradespeople has a huge impact on the UK economy.
We’re proud to call ourselves a Social Enterprise Mark Holder. We’ve held the Mark for five years already, so we understand how much value it adds to a business such as ours. As a not-for-profit social enterprise, we put the interests of our Registered Firms and their customers at the heart of our business, and having a symbol that recognises this is important as consumers know that we aren’t focused on purely commercial gains.
Naturally, we aim to stay competitive, but in a way that benefits society and the construction industry. To us, the Mark shows businesses we have their best interests at heart, and we’re not just another scheme trying to make money. Social Enterprise Mark CIC are committed to ensuring the social enterprise business model remains ethical, credible and commercial through accreditation.
All organisations awarded the Social Enterprise Mark accreditation have one key quality in common: their main aim is to use income and profits to benefit society, rather than individuals such as business owners or shareholders. As the only social enterprise accreditation that is internationally available, we see it as a distinctive sign of quality and reassurance to consumers. It is also re-assessed on an annual basis, to ensure businesses are maintaining a fair approach and keep consumer interests at the core of activity.
As a social enterprise, we don’t have a big marketing budget to play around with, so for TrustMark as an organisation we focus on spreading the word organically and adding value to our firms and their customers in any way we can in order to grow and stay competitive. Being a Social Enterprise Mark holder sends a message to firms that we are a professional organisation, and we feel that such affiliations attract the right sort of firms to become TrustMark registered. It’s important in this day and age to give a platform for quality, expert people to sell themselves with the recognition they deserve.
Within our big drive this year to promote professionals in the industry and add credibility to their businesses, we’ve set about a number of initiatives, to expand on the work with our Ambassadors and offer easier ways of staying professional to all of our Registered Firms.
One of the ways we looked to do this way by launching a new feedback system earlier this year to add value to traders on the TrustMark website. We see online reviews as a real sign of quality, and is obviously a great way for these firms to prove their worth to new customers who might not be familiar with their standards of workmanship. We try to encourage our firms to request reviews from all customers, even those that might have had some hiccups along the way. Reviews are often criticised for their inability to distinguish between real and fake, but with this new system in place, we are going the extra mile to ensure reviews are genuine. All customers leaving a review will have their review moderated by Referenceline to ensure they are genuine customers, and are not denied the right to leave a review by the firm.
We’re now looking to 2017 and how we can continue to add value to our Registered Firms so that they can pass this on to their customers. We’ll soon be launching a National Trading Standards Approval scheme – so this is something to look forward to seeing in the New Year!