Richard reflects – part one

Hi everyone, for December and January I’ve decided to write an advice blog, in two parts, that’s all about our service and why it is better. I’ve just had the honour of winning the BHTA Lifetime Service Award, so I was keen to explain why this award is not just down to me; it’s because of the dedication of our staff which is highlighted below. Here goes for part one…

What are the main benefits of choosing Recare for service?

From a manual and powered wheelchair service point of view, we can cover it all. Customers get great after sales backup from our strong team of service, technical and clinical experts. Our dedicated staff are problem solvers and can supply or fix wheelchairs and other products from our headquarters in Long Hanborough or at a client’s home, whether it is a warranty claim or not. We are always focused on keeping everyone mobile and thanks to our advanced technicians, complex repairs such as welding to hi-tech electronics can all be catered for.

Why do customers choose Recare instead of a traditional mobility product retailer?

The fact that our showroom is not on the high street speaks volumes. We are on a business park, so we know our visitors are not just coming to browse; they need specific and specialist advice. Many of our customers have researched online and found that they can’t find the advanced products they need so come to us. When we meet them, the conversation regularly interlinks to all aspects of their life as we know what questions to ask to make an informed recommendation. 

We are never pushy and will always chat through options normally over a cup of tea or coffee. Our team will discuss the customer’s wants, needs and risks around their disability and home environment. Our clients have a range of conditions from MS, Parkinson’s, stroke, spinal injury to MND, MD and limb loss – we can help everyone. We estimate our team collectively has over 200 years of experience in helping people with these challenges, a figure that’s possibly unique in the industry.

Why is Recare’s service level so much higher?

Customers can’t buy most of our products online or ‘off the shelf’ from any other retailer as they are so specialist and bespoke. Most of our clients have complex medical needs so require expert one-to-one guidance. Our Trusted Assessors and technical engineers combine their skill sets to provide the right bespoke wheelchairs, powerchairs and other mobility solutions. Add to this our complete service package from face-to-face assessments and comprehensive warranties to servicing, repairs and after sales support, our level of care we believe is unmatched.

Our years of experience mean most of the time we match a new product perfectly to a client’s needs. However sometimes we may not get it 100% spot on first time. We always appreciate clients need to ‘settle in’ to their new wheelchair or powerchair and if something does not feel quite right, we will always go back and adjust. Recare is not a company that just sells equipment without ongoing support. We take pride in this part of the service and that’s why we have built up so may long standing relationships with clients. We are able to maintain comfort and independence despite changing needs.

Why is Recare’s client assessment process so important?

When people contact us, they start to see the wide variety of solutions we offer. However, it’s only by doing a proper face-to-face consultation can we work together to get the right product. I ask basic questions to find out about a client’s lifestyle. Discussing budget then helps us decide how these goals are going to be achieved through equipment that is available at a specific price.