It’s all about ‘customer delight’ says Caroline Haxton, farmer and co-founder of Scotia Cabins.
What does your company do?
We help our customers achieve their garden and business dreams by providing UK made BBQ cabins, garden studios and self-catering accommodation across the country.
How do you do it so well?
By listening to what our customers are looking for. We are bespoke, and with that service comes a higher expectation from the customer, which in turn provides a higher standard of product and service from ourselves. One of our core values is customer delight – it’s what drives us every day.
With being farmers and landowners, we also get what many of our customers are going through and having that empathetic ear has proved to be a very unusual USP.
Please give us a potted company history
We diversified our third generation family farm with Scotia Cabins in 2015 after a meeting with our supplier. Since then, we have installed nearly 300 cabins across mostly Scotland, with a couple in England. The most northerly ones to date are in Orkney! We still farm, which we are proud to do, alongside the cabins and it has been one of the best decisions we ever made.
Describe your brand proposition
Our cabins create safe, comfortable, luxurious environments for play, work, rest, relaxation and for business. Being built to the highest standards, with the longest warranty on the market, we can confidently assure people that choosing a cabins from our range will bring a lifetime of fun to their world.
What is your ‘hero’ product?
Our ever faithful 10m BBQ cabin is still our No.1 seller, although this year is being challenged by its little brother, the 7m BBQ cabin! Our hero service is that there is always a human being there to help at every step of the way, from the day you say hello to the day you get your keys. And after too.
Any extra special people?
Our team is brilliant. Our sales ladies take such great care of people at the start of the process and our epic installers travel all over the country to deliver and install cabins, working through virtually all weathers to achieve that customer delight.
What are you most proud of?
Oh, loads if I think about it! Weathering business storms over the last two years has been one thing. And then there are the customers. They are all important and seeing their delight when their cabin goes up always brings the warm and fuzzies.
There are some customers who when you get to know them and hear their stories touch you even more. There is a lady who had a dream of a cabin, and during treatment in hospital had one installed. This became her therapy space when she was home. She burst into tears when she saw it fully installed and moved our big tough installers to having something in their eyes too!
Another time we brought huge joy to a child who had massive learning difficulties and reduced their dad to tears. These are the cabins that remind you that what we do can change lives.
Why should a customer get in touch?
They will be in very safe hands with a company that cares about what they want to achieve. Be that with a cabin for their own use, setting up a business or extending an existing one. Achieving your aim is our driver.