Monthly Archives: September 2015
https://twitter.com/Ultimate_Matt #Networking #Inspiration
This week it was Martin Hood of Platinum IFS turn to inspire us. He recounted his ‘customer services’ experience of the previous week.
The previous Thursday he took his car in for a service with the main dealer. Having a busy day of meetings he had pre-ordered a courtesy car and was looking forward to another productive day.
On dropping his car off, he was given a very basic and rudimentary car more suited to driving around a farmyard than cruising the M6 and dealing with key clients.
Needless to say he was unimpressed, disappointed and feeling very disillusioned and unappreciated as a customer. So much so that he posted a tweet to this effect.
At which point things started to change. Within 15 minutes of the tweet he had received calls from the service manager, general manager and the car manufacturer offering their apologies.
They immediately arranged to swap the courtesy car back and produced a bottle of wine and truffles to reinforce their message that customer satisfaction was their priority.
There are several lessons to be taken from this tale, including;
Listen to your customers across all platforms and media so that you are aware of how they feel.
When you find an unhappy customer take the time to solve any issues and redress the situation immediately.
Their swift action turned a potentially embarrassing situation into something very positive where they have re-engaged with the customer in a stronger relationship because of the mishap.