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What is outstanding customer service?
- Thread starter Django x2
- Start date
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Soldato
- Joined
- 18 Oct 2002
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- 4,898
For me, outstanding service from the motor trade is the garage doing what I've asked them to do properly, at the time I've booked it in, for the agreed rate or quoted price and giving me call to tell me when the car is ready to collect.
Most places fail to reach these dizzy heights!
That's outstanding service from Inchcape.
Most places fail to reach these dizzy heights!
That's outstanding service from Inchcape.
Essentially what they're doing is being Brand Ambassadors - the issue with customer service is that when you provide "good" service, nothing ever gets mentioned, people just say "Yeah it was great" - that's all. However when you provide sub-par service, the customer is the first to complain. You never hear examples of how someone simply did their job, only complaints when someone didn't do it well.
Unfortunately to get noticed you need to provide outstanding service (which it should be anyway IMO), however this is over the top. But it got them noticed, hence this thread. So not only have they won themselves a customer for life (or hopefully in their case..), it's also got them mentioned to hundreds of other people, which was their aim. Unfortunately it's a sad reflection of the world of customer service, having to go so OTT to get mentioned, but that's how it is. Fair play to those guys
Unfortunately to get noticed you need to provide outstanding service (which it should be anyway IMO), however this is over the top. But it got them noticed, hence this thread. So not only have they won themselves a customer for life (or hopefully in their case..), it's also got them mentioned to hundreds of other people, which was their aim. Unfortunately it's a sad reflection of the world of customer service, having to go so OTT to get mentioned, but that's how it is. Fair play to those guys
Enough about the car, how old's the boxer? We have a 2 year old called Dave. Fun, mental, hardwork but so rewarding dogs
Same here, 2 year old girl.
I would have said the same thing, had it been thrown in with the car for no reason. But that wasn't the case here.
Essentially what they're doing is being Brand Ambassadors - the issue with customer service is that when you provide "good" service, nothing ever gets mentioned, people just say "Yeah it was great" - that's all. However when you provide sub-par service, the customer is the first to complain. You never hear examples of how someone simply did their job, only complaints when someone didn't do it well.
Unfortunately to get noticed you need to provide outstanding service (which it should be anyway IMO), however this is over the top. But it got them noticed, hence this thread. So not only have they won themselves a customer for life (or hopefully in their case..), it's also got them mentioned to hundreds of other people, which was their aim. Unfortunately it's a sad reflection of the world of customer service, having to go so OTT to get mentioned, but that's how it is. Fair play to those guys
http://www.amazon.co.uk/The-Effortl...1412332317&sr=8-1&keywords=effortless+service
Quite a lot of noise around this book at the moment. Put simply it is less about the wow and more about doing the common and everyday things really well.
Neighbour wanted a lift to pick up his new Lexus *he's in middle management so it's perfect for him. 
* I took him there and hung around to take a look about while everything was sorted out, just in case of issues. Was quite impressed overall.
When they opened the car up to allow him to check it all over, there was a couple of nice bottles of wine in a wooden box, some chocolates and flowers for his other half on the passenger seat. Simple little things, but more likely to get him to go back.
I'm taking a wander over there later this week to take a look at an IS-F they've got coming in.
* I took him there and hung around to take a look about while everything was sorted out, just in case of issues. Was quite impressed overall. When they opened the car up to allow him to check it all over, there was a couple of nice bottles of wine in a wooden box, some chocolates and flowers for his other half on the passenger seat. Simple little things, but more likely to get him to go back.
I'm taking a wander over there later this week to take a look at an IS-F they've got coming in.
I would feel awkward. 
"Oh we booked you for a respray here, a spa weekend here, we've thrown in this, this, this, and this, and we also bought you this boxer dog car sticker, a towel, and these, and this, and this"
*backs away slowly*
"Oh we booked you for a respray here, a spa weekend here, we've thrown in this, this, this, and this, and we also bought you this boxer dog car sticker, a towel, and these, and this, and this"
*backs away slowly*
Were you the 100th person to walk through the door that week when they had a special on or something?
Seriously, that's outstanding. I've not heard anything come close to that. It's not so much the value of the gifts but rather what they represent - it's personal to you.
I'd be chuffed to bits.
Seriously, that's outstanding. I've not heard anything come close to that. It's not so much the value of the gifts but rather what they represent - it's personal to you.
I'd be chuffed to bits.
Associate
- Joined
- 19 Nov 2011
- Posts
- 341
I bought a golf a few months ago, It was making a humming noise at motorway speeds and I though it might have been a bearing so took it back for them to have a look. They had it for the morning and called me back to say it was a deformed tyre making the noise and it should have really been picked up on when I bought it so they replaced all four tyres free of charge (They were michelins too so not cheap).
Only problems I've had with them is getting a courtesy car, the wait can be up to a month so i have to make sure i book it in early.
Only problems I've had with them is getting a courtesy car, the wait can be up to a month so i have to make sure i book it in early.
I'm going to put pics in the show us your motors thread, but it would be unfair not to mention that I've been bowled over this morning. Woke up to a letter from them with a cheque in there for £475 for next years roadtax saying they were conscious it was due to expire in December. The cheque is made out to post office.....I'm just like "wow"
Soldato
- Joined
- 23 Feb 2009
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- 4,988
- Location
- South Wirral
Wow - what an improvement. I think the Land Rover franchise changed in Chester a few years back - they used to have an awful reputation in the area and the old site always looked very tatty. They were targeting farmers coming in from Wales instead of Chelsea tractor owners. Cheshire is after all famous for its flatness !
Although its a different operator, I had a very pleasant experience with Rybrook Jaguar in Chester. Pretty much all the main dealers are in that one area so you don't need far to walk/drive to check out the competition and I think they are all keenly aware of that.
Although its a different operator, I had a very pleasant experience with Rybrook Jaguar in Chester. Pretty much all the main dealers are in that one area so you don't need far to walk/drive to check out the competition and I think they are all keenly aware of that.
Yep, sounds legit.
The sales guy said the manager I had seen had worked for them years ago, but as a salesman, had loads of ideas to improve the franchise and dealer but never got to use them. He left for Skoda and made large waves in dealer improvements, then came back to LR at Chester and has performed really well.
The sales guy said the manager I had seen had worked for them years ago, but as a salesman, had loads of ideas to improve the franchise and dealer but never got to use them. He left for Skoda and made large waves in dealer improvements, then came back to LR at Chester and has performed really well.