Richard Reflects – Part One

Estimated reading time: 4 minutes

Hi everyone, for December and January, I've decided to write an advice blog, in two parts, that's all about our service at Recare and why it is better. I've just had the honour of winning the BHTA Lifetime Service Award. Therefore, 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. This applies whether it is a warranty claim or not. We are always focused on keeping everyone mobile. 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 in a business park, so we know our visitors are not just browsing; they need specific, specialist advice. Many of our customers have researched online. They have found that they can't find the advanced products they need, so they come to us. When we meet them, the conversation often interweaves with all aspects of their lives. This is because 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 related to 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. This figure is 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 they 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. Additionally, we offer a complete service package from face-to-face assessments and comprehensive warranties to servicing, repairs and after-sales support. We believe our level of care is unmatched.

Our years of experience mean we can most of the time match a new product perfectly to a client’s needs. However, sometimes we may not get it 100% spot on the 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 many long-standing relationships with clients. In this way, we can 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, only by conducting 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 the budget then helps us decide how to achieve these goals using the equipment available at the specified prices.