It can be difficult for a vehicle manufacturer to keep their customers happy. Once a vehicle's purchased, returning to the dealer often involves further monetary outlays for things like repairs and servicing.
What's the best way to make these visits pain-free? Here are three things all manufacturers should do.
1. Be prompt with communication
Sloppiness in your communications can give them the impression that you don't care
One of the most frustrating things for a customer is waiting on a manufacturer to get back to them about how long the repairs are going to take. Sloppiness in your communications can give them the impression that you don't care or are not on top of things.
Try to answer emails within 24 hours and always answer the phone when possible. This, of course, doesn't mean you should ignore a customer right there on your forecourt, but it does mean remembering that the one on the phone was once on your forecourt too – they aren't suddenly less important because they can't be there in person.
2. Supply a like-for-like replacement vehicle
The largest pain point for a customer having their vehicle repaired is the fact that they're unable to use it. This is aggravated when they're given a courtesy car that's a different make or model than their own. When manufacturers do this, their customers have to go through the hassle of getting used to the different controls, size and performance characteristics of the new car.
Good customer service eliminates pain points. Thankfully, it's not difficult remove this one. By working with a rental car company that can provide like-for-like vehicle replacements and deliver them direct to your customers door, you'll ensure they suffer the minimum of inconveniences.
3. Show that you care
Staff that deal in a rough and dismissive manner are going to impact negatively on a customer's feelings about your service, even if their car comes back to them on time, well-repaired and under budget.
Hire new – and train existing – staff to demonstrate empathy with your customer's troubles – we all know how frustrating it can be when your vehicle breaks down and is off the road. A friendly and understanding demeanour can go a long way towards improving customer satisfaction.
Are you a vehicle manufacturer looking for a reliable and timely rental company to service your courtesy car needs? If so, get in touch with the team at Swich Rentals today to hear how we can help.