Dave Scraggs, Senior Business Development Manager, explains the importance of customer service and why he believes Allan Brothers is one of the most respected high-end timber window and door brands in the UK
Dave has been immersed in the building industry all his life. He started at his local builder’s merchant at 16, straight from school, and worked his way up to Assistant Branch Manager.
Joining Allan Brothers ten years ago, he is now one of our most experienced sales managers, covering the entire Southeast region, from Kent to Southampton, and extending into Derbyshire and Yorkshire.
Known to customers as ‘Dave the Window’, he is their ‘go-to’ source for knowledge and advice on our timber windows and doors.
We asked him about his life at Allan Brothers.
Why did you join Allan Brothers?
“I joined Allan Brothers because I wanted to experience the other side of the builders’ merchants’ counter, get out and about meeting customers, and to some extent, act as my own boss on the road.
“I’ve had to learn a lot about our products and the sales process, but colleagues and management have encouraged me to trust my own judgement and spread my wings.
“The company’s approach isn’t to be ‘pushy’ in order to sell their products come what may, but to do the right thing by the customer. This really appealed to me and has helped me build a loyal customer base.”
How important is the quality and craftsmanship?
“To me, it’s really important to sell products that I believe in. I couldn’t do it otherwise.
“Our ranges aren’t just any old off-the-shelf windows and doors, but bespoke, beautifully crafted products underpinned by over 200 years of timber joinery. That matters, as a lot of care goes into their design and manufacture. As a premium timber window and door brand, the company prides itself on delivering exceptional customer service. I think that’s one of the things that makes us stand out in the market.
“I find that on those rare occasions when customers choose cheaper alternatives, nine times out of ten they’ll come back to us, which shows that you really do get what you pay for and that the grass isn’t greener elsewhere!”
What makes your customer service special?
“At Allan Brothers, we don’t just take an order and then sit back. We stay involved throughout the process, from specification and manufacture to delivery and fitting.
“We support the merchant by liaising with the architect, builder, installer and often the end users themselves to make sure that things run smoothly. I would say I spend about 95% of my time on site visiting customers. It’s time-consuming, but it allows me to help coordinate deliveries and fittings as needed and to provide technical advice to installers.
“At the end of the day, it’s a small industry, so if you look after your customers, word gets around, and you can build a good reputation. About 70% of my orders are repeat business, so I know we’re getting something right!”
What are the challenges of the job?
“Most challenges can be anticipated and managed before they arise, but sometimes you do have to literally go that extra mile, driving across the country to collect a product or part so that the job isn’t held up. One simple hitch can delay other tradesmen and, potentially, the whole build, so it’s important to see the bigger picture, understand other people’s priorities and make sure they are met.
“I still find there are some common old-fashioned misconceptions about timber, but I do know that our Crafted and Nordic Alu Clad ranges compete well on strength, durability, low maintenance and energy efficiency. And when it comes to appearance and quality of craftsmanship, they’re second to none!”
How important is building trust?
“Critical! In a competitive industry, it’s important that customers trust our judgment and are confident that we will deliver on our commitments. That way, we build long-term relationships.
“I’m very open with customers about which windows are best suited to their project, and, as all our products are made-to-measure and bespoke, we can sometimes offer them a better solution. I’ve even turned away orders if that’s the best thing for the customer. Those customers have often come back to me months later with an even bigger order because they know we are straightforward and honest to deal with!
“At the end of the day, buying windows and doors is a big financial commitment, so I always put myself in the customer’s shoes and ask myself, ‘Would I be happy with that?’”
What are your proudest moments in business?
“I feel proud that from virtually zero, I have managed to build a strong customer base in my region, mainly through repeat business.
“It’s hard to single out any particular moment or event in my career, but I felt very honoured to be recognised by Alsford Timber as Supplier Representative of the Year in 2023. I felt that was a real feather in my cap!”
What are you looking forward to in the future?
“I think the window and doors industry as a whole has been through some hard times, but I feel Allan Brothers is moving from strength to strength. There’s been a lot of investment in new factory machinery, and we’ve refined and upgraded our Crafted timber and new Nordic Alu Clad ranges, both of which are performing well.
“I’m particularly excited about our new Heritage sash and casement windows, which are well-suited to old and listed properties and should give us better access to the building conservation market. So, I’m confident 2026 is going to be a good year for Allan Brothers; there’s a lot of good stuff going on, and I’m looking forward to being part of it!”