31.10.09: Peugeot done proud
October 31st, 2009 by Richard Aucock
PEUGEOT car dealer Regal Motors Bilston has done my mum proud. Which, in Grant Mitchell style, is a good thing (‘s all abaaht the faaamly, ma’).
She noticed, when cleaning her 107, the rubber roof trim was coming apart. Not good. So, straight off to the car dealer, which eventually agreed it was warranty-able.
Past experience has taught her that this can involve a bit of to-ing and fro-ing, and a lot of waiting. So, when asked when was convenient, she agreed a time over the telephone, and prepared for a marathon of a wait when she took it in. Out came the Lewis Hamilton book for a re-read, for example.
Not that the dealer had set her up for this: indeed, Regal had already scored Brownie points. A few days before, she got a card through the post, telling her when to take it in, at what time, with an overview of the work that would be done. Personally signed, ‘n all. This had impressed her.
Even better things came when she took it in. She turned up a few minutes early, handed over the key, and settled down in the waiting room with Lewis. Only, he was ignored – impressively, Regal had entertainment on tap, including Our Phil and Holly on TV.
Also there on a different monitor was a live feed from the workshop: yep, she really could see the ol’ 107 being attended to, live. All this was most definitely A Good Thing.
‘There were even pink goodies and chocolates to eat, because the dealer was supporting Breakthrough Breast Cancer, by taking donations from customers.
‘I’ve never seen that before – it did impress me.’ I’ll bet. Here’s hoping the biscuit jar is filled with those pink wafer jobbies I used to have as a kid next week…
Anyhoo, she got a (‘free!’) coffee and prepared for the long wait her previous car had taught her to expect. Only, it didn’t come. Coffee still steaming, Regal’s man came back in: ‘All done, Mrs. Aucock.’
Less than 20 minutes, she’d been there. Our Phil’s crazy jape count was still in single figures. There wasn’t even enough time to fully soak up the excellent customer service she’d received. Still in shock, she’s instead doing that post-event.
See, back home, the car is in fine rubbery health, and my mum is now the most committed Peugeot stalwart around. Already loves the car – now, such ‘brilliant, first-rate’ service from Regal makes it almost certain she’ll be looking for the lion next time round. As, indeed, may well everyone she speaks to in the next few years.
The power of good customer service, in practice. Regal probably now has a customer for life. Proof that all those seminars and courses you have to go on really are appreciated by those who matter – your customers…
Richard
Tags: customer service, peugeot, regal motors