The Kingston Park and Leisure Homes Way – How personal service and a radical new approach is taking the lodge market by storm.
With the launch of the absolutely stunning Palazzo and a brand-new model to be unveiled at The Lawns, we sat down with Kingston Park and Leisure Homes who have been setting the benchmark for quality and luxury in 2019’S lodge market. Speaking to Kris Robinson, the Commercial Director, he talked us through a recent project at Roseberry View to show how the company’s radical approach to customer service and build quality help get this brand-new park off the ground.
Here’s what he said…
“At Kingston Park and Leisure Homes, we like to do things a little differently. By putting customer service at the heart of all of our processes and systems we ensure we always live up to our motto – on time, in full and error free.
We think this approach pays off and provides a real point of difference for us against our competitors. In the case of Roseberry View, it started with an introduction to Andy, the park owner, and conversation about what his vison for the park was and how we could help.
Once we met in person it was clear that Andy had a particular vison for his park and a standard ‘off the shelf’ lodge wasn’t going to cut it for him. Our first meeting was at Staxton Vale where we have two show lodges – The Affinity and The Liberty, but we arranged a return meeting at our factory in Hull so we could really show him our full range and how we do things differently.
One of the first things we talked about at the factory was our Unique Customisation Framework. It provides thousands of options for clients so they can stamp their park’s unique identity onto the lodges, which in Andy’s case was ideal as he had a really strong vision for Roseberry View.
I also took the opportunity to explain how we focus on the small details and how these add up into noticeable sense of quality as you walk through the door of any Kingston lodge. Things like domestic style internal walls that can be painted with emulsion, our proprietary wall insulation technique and other unique construction methods.
Andy also mentioned that whilst in Hull, he would also be looking at some of our competitors. Whilst it may seem counter intuitive, we recommend people do shop around and see what’s out there on the market. However, what we do know is that clients won’t get better personalised customer service, the highest construction standards and better value for money than they do here at Kingston.
After the end of the factory meeting, we always make a point of booking a return meeting so the team can assess the site, visualise how the lodges will be sited and see if we can help with any extra amenity buildings. Due to our background in the modular construction industry, we can construct just about any building that a holiday park would require from toilet blocks to restaurants.
After the site visit, we entered the negotiation phase. Andy is a great businessman and tough negotiator but after a few days we agreed price, terms and an initial order of 10 Tranquility lodges. Unlike some of the larger chains, here at Kingston we have the ability to do a deal that’s beneficial to all parties. At this stage we also provided our trademark guaranteed delivery dates. We understand how costly, both financially and emotionally, delays can be for park owners and operators. Our guaranteed delivery dates not only give customers peace of mind but enables them to start enjoying their new homes straight away or start generating a return on their investment as soon as possible.
Once the order was placed, Andy and his entourage visited us again to really delve deep into the design of his new lodges. Whilst they loved the Tranquillity’s layout and design, Andy’s park vision had a unique set of requirements which involved a number of changes to the base model. Using our Unique Customer Framework, we developed a design scheme that was perfect for Andy and ultimately, something unique to Roseberry View.
Before production started, we sent our expert access and siting team to assess the site and ensure that any protentional hiccups were dealt with before they became a real issue. The first batch of five lodges were manufactured in March and delivered to the site in May. The second batch of five were constructed in May/June and delivered in June.”
We also spoke to Andy Platts, the owner of Roseberry View, to see what he thought of the process…
“It was great to deal with Kris and the team and you could really tell that they were all committed to doing right by the customer. They helped myself the team at every step of the process even going as far as driving me to a local tile shop when we were designing the bathroom! Overall I’m really happy with the finished lodges and wouldn’t hesitate in recommending them to anyone.”
With attention to detail, stunning quality and personal customer service at every step, it’s easy to see why these relative new comers are making a splash in the market.