CODE OF CONDUCT FOR NPA DEALERS.
When operating your business as an NPA authorised dealer, there are certain thing that you must do during the day to day running of your business. This code of conduct will also be displayed on our website for potential customers to view.
If you are a dealer within the group, you must always display our logo with the web address and/or free phone number. We encourage you to give customers your direct office or mobile number, ONCE THEY ARE YOUR CUSTOMERS, for operational reasons. No new business under our name should go through your normal phone number. This once again, ensures that all dealers get their respective enquiries dealt with in the same professional and courteous manner no matter where they live or what their circumstances are.
You would have a sole supplier agreement with us. If you breach this and go to another manufacturer for an alternative product, your licence will be revoked, and you may also attract legal attention.
You must always approach the customer with their best interest at heart. This means that with our system, we hope to correct some of the mistakes made previously in the industry generally. Don’t EVER EVER EVER lie to customers and don’t make promises that you, our company, or the installation crew cannot keep as this causes everyone great problems, we pride ourselves on professionalism and integrity. All your documentation must be clearly laid out, legally sound and must not bring the brand into disrepute. Only take on work if you are capable of carrying out the work safely and in a timely manner, making reference to health and safety and customer care.
You must abide by health and safety rules, not only on site, but also as part of your good practice during day to day activities. When a job is sold, it is helpful for YOU to have the following: PHOTOS of the job, preferably digital, which can be distributed to those who need them, ie,. The installation crew, us, and yourself. We would like you to build up a portfolio of before and after photos, which we will publish on our website free of charge to you. Crews must wear safety hats and work boots as although it is a person’s house we are working on, it is classified by law as a temporary building site, and must be treated as such to avoid injury or death. Wear Hi-Vis jackets when working next to a major road. Respect the site you are working on as it may be someone’s house! Keep it immaculate and safe, always. Pay particular attention when working on a family home with pets and children around.
You must provide a basic RISK ASSESMENT for every job, as per the EU 2005 working at height directive. (For dealers in Europe) We will give you training in this, and a template to work to, its not rocket science, you just need to make sure that the customers, the public and your work team are not placed in any danger or peril. You must also carry a 1st aid kit and have basic knowledge of how to deal with any accidents, however rare.
All waste and especially empty cans & drums of coating must be disposed of legally.
You must provide us with regular reports on sales and installations on a weekly basis.
You must make sure that the application crew that undertakes the work is properly trained and authorised by us. Also they must always have the correct equipment, and know what they are doing.
Never Paint Again exterior coatings (final top coat) must ONLY be applied with either a Graco President/emperor or monarch spray machine, a Lazarus spray machine (wide nozzle) or a top fed hopper gun. DO NOT IMPROVISE! You must also make sure that their van is not only clean, but legal, and is taxed, mot’d where applicable and the driver has full motor insurance.
(USA dealers): all vans must meet any fitness of use and emission rules as defined by your state and US law.
Quality of application of the end product on site must be excellent, and we mean excellent, it’s what our customers expect & pay for……and it is this that helps us in standing out from the crowd. Do not ever recommend application of one of our exterior wall coating paints if it is detrimental to the architectural features of the property. (e.g. don’t spray textured coatings onto Victorian stone mullions or quoins, cills etc that were built for a smooth finish).
You must make sure that all field staff, team members or surveyors employed by you are correctly versed in the features and guidelines set out in this document. They must also be fully trained before they see any potential customer, and must especially NOT under measure the job or quote for a job at well below the company’s recommended retail price, less any legitimate discount offers. Even though they work for you, if they breach the rules, WE will make sure that they do not work for you again. Our customers are discerning and expect the best.
You must keep customers informed of progress on the job, delays on the job, problems, financial arrangements etc. It is unadvisable to ever do a job when the customer has not paid you a deposit or written contract/specification. Any changes to the proposed work or specification by the customer, halfway through a job, may incur an extra charge or fee from the customer, especially if extra materials must be manufactured. Any changes must be agreed by all parties BEFORE the work goes ahead.
As a dealer and friend of our brand, and its benefits, you must also display one of our advertising site boards outside the property for the duration of the work and some time after. This showcases our products and is NOT intended to be sold as a gimmick or “drop close.”
You must conduct your affairs in a professional and business like manner. You are responsible to keep up to date with all tax payments also. In the event that you do not do this, and possibly end up in a situation that could compromise the good standing of the brand, we may review and/or suspect your account until this is sorted.
This is for trade use only, however we post it for all to see on our site as part of our ongoing project to involve you, the customer, as much as possible, in stripping away all the sales nonsense and rubbish spouted by some of our competitors! You ALWAYS know where you are with NPA!
Telephone Us Free On 0800 970 4928.
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Reproduction of text content for editorial/review ONLY available on request from us. Disclaimer: NPA Never Paint Again is an internet-only combined specialist information service, professional and technical consultancy and intermediary. Your details may be passed to a vetted independent contractor, suitably qualified & experienced, and located in your area, who will accept all responsibility & liability for any further dealings you may have and are wholly responsible for all aspects of any work you subsequently have done, including liability of any agreement entered into with them. NPA is also not responsible for the content of external websites accessed through this site.