Customer Service is everything!
When the leaves start falling and the temperature starts to drop (don’t worry, I’m not turning into a poet!) I reflect on the previous nine months and ask myself if I could have done anything differently, or even better. So when September and the new registrations are out of the way, I carefully examine the key areas of the business and look at how we can improve and in truth I always come to the same conclusion ..........all roads lead to customer service.
Whether its our execs going the extra mile for their sales prospects, or our chief technician coming out of the workshop to spend a few minutes explaining the finer points of cam belt operation to a service customer, the ethic of first class service is stitched in to every aspect of the business we run.
As well as working on the basics, we are constantly looking for new ways to show our appreciation of your custom and we have some crackers for Q4 (no pun intended J). This year for example, we were able to take some of our golfing customers on a Pro-am golf day in August, and, (no doubt helped by the glorious bank holiday weather and Ben Stokes amazing innings at the Ashes) the warmth and gratitude expressed in all the thank you notes was heart-warming.
I accept that we don’t always get everything right, but I have been greatly heartened this year by the amount of positive feedback from a whole variety of customers who have kindly taken the time to tell us how well they were looked after ....and believe me these messages of support are greatly appreciated by every single member of staff (We even had one hand written letter this year, which is quite a rarity in the digital age). So we must be doing something right and we fully intend to redouble our efforts to make sure the remainder of 2019 provides an even better customer experience.
So the message is simple ...... thank you for thanking us!
You all know where I am and if you are ever in town my door is always open for a chat and a coffee!
With Best Wishes