What is outstanding customer service?

Django x2

Django x2

Django x2

Soldato
Joined
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Location
Britain
Thinking from a main dealer perspective.

Case in point. We've just picked up a used (MY12) Discovery 4, primarily for the wife for baby, dog, her side of the family (step mum with two kids), etc. Pics to follow when I'm home from work.

I saw it online at a LR dealer in Chester. For me, that's an epic journey, although for the right car, you can't be picky about distance these days.

After I expressed my interest, they send me an online video of the salesman touring the car. He pointed out a scratch on the passenger door by the handle and said it would be sorted.

Great!

Move on to Monday and I arrive in Chester at 8:15am a little red eyed, and look around the vehicle before they open. Looked great. I looked for the scratch and couldn't see anything. Overall, a very tidy car.

Anyway, once inside going through the paperwork, a sales boss and dealership boss come over to me and sit down. They explain how they are very proud of their brand and the steps they go through to make sure cars are QC'd before delivery. They explain that my car had slipped through the net but they had checked it over whilst I was there. To their dismay, the scratch repair was not acceptable and they showed me some slight raised paint around the repair and a tiny bit of overspray on the handle. Going back inside to finish off the paperwork, they happen to ask about my dog, what breed is it etc.

Honestly, nothing my polisher wouldn't get out.

Anyway, they've booked my car in to Southampton LR to have the handle and scratch properly sorted, booked me and the wife in for a spa weekend near their dealership to also include an off road day, added a roof rack and rear window ladder to the car, and then to top it off spent about £50 in pets at home for the dog, including a "Boxer on board" sign, a super absorbent dog towel (for wet walks), a dog watter bottle, throw stick and bowl and other toys..

I was literally astonished! Should I have been? I've never had such great preemptive customer service. Preemptive because I never had to kick up a fuss or start to question what was being done.

All round very happy customer, so far....:):):)
 
I would say that's outstanding and you've done well and should be happy with it. Happy customers will always keep going back to the same place as well as recommendations.

Nice work :D
 
Blimey - that is really over and above ... and beyond! I thought I was doing pretty well when I got a free full size Easter egg when my Smart went in for a service at Mercedes Birmingham in April! They've always been very pleasant and professional and nothing quite like that!

Mercedes Coventry where I purchased the car originally were also very good - sorted some bits and bobs outside of warranty with no question, but nothing quite like that!

I guess for the sake of a few freebies that probably cost them very little in the grand scheme of things (compared to the value of the car) they have pretty much guaranteed a customer for life!
 
That's not just good CS that's verging into the we're going to steal you and wear you like a coat territory!
 
kaptainmarc said:
no wonder they cost so much :D

that really is fantastic service, are you incredibly good looking or something?
Click to expand...

Yes, yes I am....:p

I can't express enough how I wasn't really that bothered. Buying a used Disco. Yes, it would have been a pain, but the car is white so it would have been hard to spot anyway I would have said. Nothing a bit of tipex wouldn't have sorted :D

If it was a brand new Range Rover or Discovery then yes, this is probably the exact amount of CS you would expect. Maybe they just do things better up north?

If it was BMW, I can promise you it would have been "thats the best we could do" and that would have been after kicking up a fuss....
 
did you happen to leave nudey pics of the missus in the part ex?


outstanding customer service by the sounds of it although as stated in the grand scheme of things they've probably spent very little and what they have will be tax deductible but its the thought that counts. Sounds like they really made an effort to get you into the family so to speak. bet they are first on your list next time you need a car now though
 
LR were always very good with us in the past. Unfortunately they had to be as the cars were shocking on the qc and minor fault front but the dealer couldn't have been better at getting replacements round so no time was lost without a vehicle etc.
 
You must have REALLY overpaid on the price of the car ;)

I'm half kidding of course - well done. But (playing devils advocate) that money has to come from somewhere. No dealer is ever going to make a loss on something.
 
No, I accept that, but this wasn't an issue they were aware of until very last minute which suggests to me that there is some sacrifice here especially as it had already been fixed by them, just badly.
 
sounds very good. I have only ever purchased from a dealer once and the whole experience was very pleasurable really. so much more painless buying an approved used car with a warranty than having to worry if barry and his mates have fobbed you off with a nail. The CS was superb and they really left me to make my own decisions with the car after I told them I knew exactly what I was looking for.

I noticed some scratches on a panel and they knocked some money off which i was happy with, but the extra lengths detailed in the OP must be down to the brand itself working to elevate their image. I can imagine a lot of football players also live in the cheshire area and perhaps use that dealership to buy their cars which may go some way to explain the overly elaborate services.

as long as youre happy with the service, but more importantly the car itself, then its worth it in my opinion.
 
Django x2 said:
Thinking from a main dealer perspective.

Case in point. We've just picked up a used (MY12) Discovery 4, primarily for the wife for baby, dog, her side of the family (step mum with two kids), etc. Pics to follow when I'm home from work.

I saw it online at a LR dealer in Chester. For me, that's an epic journey, although for the right car, you can't be picky about distance these days.

After I expressed my interest, they send me an online video of the salesman touring the car. He pointed out a scratch on the passenger door by the handle and said it would be sorted.

Great!

Move on to Monday and I arrive in Chester at 8:15am a little red eyed, and look around the vehicle before they open. Looked great. I looked for the scratch and couldn't see anything. Overall, a very tidy car.

Anyway, once inside going through the paperwork, a sales boss and dealership boss come over to me and sit down. They explain how they are very proud of their brand and the steps they go through to make sure cars are QC'd before delivery. They explain that my car had slipped through the net but they had checked it over whilst I was there. To their dismay, the scratch repair was not acceptable and they showed me some slight raised paint around the repair and a tiny bit of overspray on the handle. Going back inside to finish off the paperwork, they happen to ask about my dog, what breed is it etc.

Honestly, nothing my polisher wouldn't get out.

Anyway, they've booked my car in to Southampton LR to have the handle and scratch properly sorted, booked me and the wife in for a spa weekend near their dealership to also include an off road day, added a roof rack and rear window ladder to the car, and then to top it off spent about £50 in pets at home for the dog, including a "Boxer on board" sign, a super absorbent dog towel (for wet walks), a dog watter bottle, throw stick and bowl and other toys..

I was literally astonished! Should I have been? I've never had such great preemptive customer service. Preemptive because I never had to kick up a fuss or start to question what was being done.

All round very happy customer, so far....:):):)
Click to expand...

So, would you say it was better than free haribo?
 
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