A message of Gratitude and Insight from Emmiera Group – Furniture Repairs and Insurance specialist.
At Emmiera Group, we have always strived to provide the highest standard of service to our clients, and we are proud of the strong relationships we have built over the years. As we continue to be the UK’s leading furniture repair specialist, we would like to take a moment to thank our loyal clients for their unwavering support and trust. Your continued partnership has been instrumental in our journey of growth, innovation, and improvement.
Our Journey to Excellence
Behind the scenes, we’ve been working tirelessly to improve the quality and efficiency of the services we offer. Over the past year, we have focused on streamlining our operations to ensure that we continue to exceed client expectations. Our commitment to operational excellence has been led by Jason Grinnall, our Operations Director, whose focus has been on enhancing quality, consistency, refining workflows, and improving the systems we use on a daily basis.
We are pleased to announce that our customer contact and lead times on appointments are now back in line across most areas in the UK, and our furniture repair first visit fix rate is at its highest level ever. This improvement is the result of the hard work from all teams within the Emmiera Group and the implementation of a more rigorous approach to the initial job setup, ensuring that we maximise results for every client.
Introducing the Technical Triage Team
One of the key innovations we’ve introduced is the expansion of our Technical Triage team, led by Jason Grinnall Operations Director and supported by time-served technicians with decades of hands-on experience. This team plays a vital role in supporting the Technicians out on the road and reviewing the information, images and videos provided by clients and ensuring that each job is set up correctly, putting the customer first from the outset. By having seasoned professionals assess and triage each case, we can offer greater technical insight, resulting in better outcomes and more efficient repairs for our clients. This process not only improves the accuracy of our work but also significantly improves the customer satisfaction, which is echoed in our current 4.7 trust pilot review score.
Focusing on Our People: Wellbeing and Morale
At Emmiera, we recognise that our success is driven by our people. Over the past year, we have made significant investments in the wellbeing and morale of our staff, with the leadership of Kate Cooke, our Human Resources Manager. Kate and her wellbeing team have introduced a series of wellbeing activities aimed at supporting our staff both professionally and personally. This focus on employee welfare has had a tremendous impact on team morale, with staff reporting increased satisfaction and engagement.
Our belief is simple: when our employees are happy and healthy, they deliver better results for our clients. We remain committed to fostering a positive and supportive work environment for our team, which in turn drives the quality and consistency of our service.
We would also like to welcome Martin Hall: Insurance Expertise Meets Client Focus
We are thrilled to welcome Martin Hall to Emmiera Group to support our Furniture Insurance department, bringing over 30 years of experience in insurance and compliance to our team. Martin’s vast knowledge of the insurance industry, combined with his deep commitment to client relationships, makes him an invaluable addition to our leadership. Throughout his career, Martin has guided and mentored businesses to optimise their insurance programmes, ensuring compliance while driving efficiency.
Martin’s expertise extends beyond advising clients—he has successfully grown, merged, and acquired brokerages, making him uniquely equipped to provide strategic insights. His focus on training and coaching clients to navigate the complexities of the insurance and compliance landscape will be crucial in helping our clients achieve the best results. Martin’s hands-on approach to relationship-building aligns perfectly with Emmiera’s values, and we are confident that his leadership will further enhance our service offering.
Looking Forward: Always Improving
As we look to the future, we remain committed to continuous improvement in quality, systems, efficiency, and client satisfaction. Our founder and CEO, James Lane, has always championed family values, and this guiding principle will continue to shape our journey as we grow. We deeply appreciate your support.
Once again, we would like to thank you, our valued clients and staff, for your continued support. Your trust and loyalty have been integral to our success, and we look forward to continuing to provide you with exceptional service in the years to come.
