Ashton Bespoke’s Customer Journey

The Customer Journey 

In order to deliver on our client’s aspirations, we must take the time to understand them. Our clients come to us in several different ways, either directly as a homeowner or as the interior designer on a project, or it could also be their architect. Now more than ever it is a buyers’ market. Not only are we aware of our online reviews, as businesses we need them. We feel passionately about what it is our clients say about us. Not just of our furniture but how they were treated. Much of sales is an emotional process and if we recognise that people buy people and view the project as a relationship rather than a transaction then we have the ingredients for success.  

The Direct Customer 

This kind of client is quite special. They tend to come to us because they have seen a feature in a magazine or a post on social media and something about it has felt right for them. They are taking a chance on us based on research and gut feeling which is what makes them special. Undoubtedly word of mouth is paramount in this industry. When a close friend can physically show you furniture that you can touch and hear about how their project was handled, quite often as buyers that is enough for us. 

The Designer 

These are the incredible creative people who have the vision to know what will work in a space. They have listened to clients brief and imagined rooms that have made their clients gasp with delight. Now comes the tricky part; we need to breathe life into these ideas and think about the practicalities, the materials, the function, and understand how this will be managed through our production facilities. That’s where our meeting room can come in to play as we can easily access our sample library. As the ideas flow, we have a visual sample of many materials the designer needs immediately to hand.  

The Customer Journey - Ashton Bespoke Sample Image - Door detail with central panel in a shagreen leather, inset bronze and black mother of pearl with outer banding in walnut veneer
The Customer Journey - Ashton Bespoke Sample Image
The Customer Journey - Ashton Bespoke Sample Image

The Architect 

Architects are also valuable clients for us as they again possess great vision, though inherently in a different way. We recognise the importance of working in a time served manner where they are able to rely on a furniture maker that can deliver on all aspects, on time and in budget. We devote so much effort to the planning stage to ensure every detail is accounted for, measured and planned so that we are the go-to people ready at the appropriate time of the project.  

Repeat Business 

Our work is not done by winning our clients and completing a project; we want to be the first port of call for all their projects. Repeat business is the holy grail for most of us and to achieve it we must deliver on time, in budget and have ensured throughout the process we have built a lasting relationship.

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Ashton Bespoke Office and view - The Customer Journey

South Downs National Park – The Perfect Location

South Downs National Park

At Ashton it’s not just about our furniture, we believe in our location too. Based in the Hampshire village of South Harting, we were fortunate to acquire premises that are steeped in history. Ashton offices and workshops sit on the site of a 16th century farm. Farming has in fact been taking place in this area since medieval times and we feel blessed to be able to take in the rolling hills of the South Downs as we work. When we have time to take a break then it’s a short walk to the picturesque village of South Harting and the local pub. The White Hart is a fine old village inn dating from the 17th century full of character and charm. Especially in winter with its big open fire place, and welcoming local ale’s

16th Century Farm images, Ashton Bespke
Local Pub to Ashton Bespoke, South Harting, Petersfield,

Onsite facilities

Ashton Bespoke comprises of 300m2 of manufacturing workshop capability with in – house finishing. Our office and showroom/meeting room offer an extensive sample library to clients, enabling them to easily compare materials and finishes for their projects. In addition to our in-house finishes, we work closely with a selection of British artisans that offer alternative finishes that cannot necessarily be found on the high street.

Workshop, Craftsmanship,Ashton Bespoke

Strategically positioned

The location is not only picturesque farm building surrounded by rolling hills, for us it was a strategic business decision. Ashton is just 5 minutes from Petersfield off the A3 or the main line from Waterloo to Portsmouth. We wanted to sit on the Hampshire Surrey border and be able to service those markets needs but also be in prime position to service the London market. We know that the designers and architects we work with have London based clients looking for high end bespoke capabilities. 

Location of Ashton Bespoke, South Harting, Petersfield

Project planning

Whilst often in the initial planning stages we will meet clients onsite to assess their project. We know that who we are is also important so there is a warm welcome for all who come to visit us at Ashton. Once a project is underway, our location ensures we can easily be accessed if samples need to be viewed in our workshops and equally affords us the ability to be onsite quickly to meet clients. This creative interaction during the planning stage is important for us and our clients. The design process is so valuable which is why we have this creative space at Ashton to interact. We know how important meaningful creative planning and communication is towards the end goal of the project, our bespoke furniture.

Workshop Ashton Bespoke Luxury Furniture