My last great customer experience would have be when I took my car into the dealership to have some work done this past December. It started when I first noticed my differential lights were lit on my dash, so I took it in, and there was nothing visually wrong with anything. They topped my diff fluid off and told me to keep an eye on it. No money exchanged hands. Shortly after that I heard the dreaded “death whine” which means my transfer case was starting to go out. I took it back in where they confirmed it for me that I indeed needed a new transfer case. I was pretty unhappy by this point but they assured me that once they heard back from the warranty rep they would begin working on it right away. That eased my mind some. However, there was still the matter of what I was going to do for transportation seeing as my car was down. Again the good folks there came through and got a hold of enterprise for me. The rental car was gonna be on them as well. From there it was on to enterprise that was just a little ways down the street nonetheless they picked me and got me a car fairly quick which was a pleasant experience. Seeing as I thought it would take awhile. Two days go by, and I get phone call saying my car is done; its ready to be picked up. I take the rental car back, get a ride over to the dealership, and there I find my car all fixed up. I then signed some papers and that was it. No money at all for the parts or labor. The dealership knew that, “the key to building lasting customer relationships is to create superior customer value and satisfaction. Satisfied customers are more likely to be loyal customers and to give the company a larger share of their business.(Marketing: An Introduction for Education Management Corportation,10 Edition, pg. 19) That is all very true they have a loyal customer now.
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