You hit the nail on the head with that statement. Common sense is long gone. Unless there is a written procedure or hand holding, nothing will be done. Not just in garages but all over. Its the famous last words when there is a f### up, whether its the courts, health service, police, not just them but all over. LESSONS LEARNT. No one takes responsibility.
When I drop my SL off for a service in Leicester I always keep my firearm with me, wouldn't walk around there unarmed........
This sort of process is endemic in many businesses that are supposed to be providing a service. Most B to C financial services companies have done it for years, and even GP surgeries are increasingly following a similar model
Just got back home, and have to say first impression was very good, they did what they had to do, no upselling whatsoever, no finding extra work, no damage to the car, which was one of the things I was worried about, told them not to wash the car, and they didn’t, emailed me the service sheet straight away, even before me collecting the keys, and left a key fob battery in the car.Fingers crossed Benz, hope you've found a good one. Good luck.
I respect the Americans right to fight me till my last dying breath for their bears to have 2 right arms.
Precisely my experience with HL too, I’m not a big customer but their level of customer care puts many to shame, it is possible but you need committed individuals at the head of the business to be brave and so many aren’t, they count the beans instead.This sort of process is endemic in many businesses that are supposed to be providing a service. Most B to C financial services companies have done it for years, and even GP surgeries are increasingly following a similar model
The first contact the "customer" has with the organisation is generally with someone low-paid, possibly physically attractive (if it's a face-to-face environment), and with a knowledge base limited to following a basic process script that captures the customer's details and a superficial record of what the customer's requirements are. Anything more than a "standard" request from a customer and the organisation fails to qualify the need properly at that initial stage, meaning that time is wasted further down the line, costs escalate and the customer becomes frustrated.
Hargreaves-Lansdown is an interesting business that realised the pitfalls of this model and instead chose to employ intelligent, inquisitive, knowledgeable staff to engage in the first contact role who they paid a much higher salary commensurate with their skills and knowledge, and saw a significant increase in customer satisfaction, business volume and profitability. Not difficult to understand why, if - as that business did - you are prepared to pay more than lip service to the notion of customer satisfaction.
Astonishing that you see the fact that they didn’t damage your car as worthy of mention. Illustrates the problem really, i.e. None of us are actually surprised anymore when they do!
The irony is that HL's approach - which most bean counters would have baulked at ("How much for someone to answer the phone?") - has resulted in them having many more beans to count.
It’s probably reading too much stuff on forums, one becomes a touch paranoid
To be fair to MB Brooklands, this is exactly what happened with me today, got asked my name, job sheet taken out, confirmed my number and email, handed over my keys, and off I went, approximately an hour later get a call from technician, confirms a visual check has been done, tells me disk/pads and tyre wear, and he tells me the report and video will be emailed shortly, and he will now continue with the service, 2 hours later get another call from technician to say the service has been completed, car will be parked at the front, and I should collect keys from reception in 10 minutes, and said service sheet and invoice (although i have service plan) will also be emailed shortly, so no need faffing about at reception.
