2: House calls
Benfield Motor Group thinks the first step to achieving great customer service is employing the right people. One of its master technicians demonstrated outstanding customer service when a customer contacted the branch because she had a warning light on her vehicle.
The customer was unable to bring the vehicle to the branch as she was recovering from major heart surgery, so master technician Darren Middleton decided to leave his house at 7am the following morning to travel to the customer’s house and take a look at the vehicle.
Middleton checked and diagnosed the fault without the customer having to leave her home and reported back to the workshop. The required parts were ordered and Middleton travelled back two days later to repair the vehicle. Having repaired the car, he took it and the customer out for a test drive. The customer was delighted and said she “now had peace of mind”.
That the master technician took such action on his own initiative is what made Benfield’s service special. There was very minimal cost to the dealership, but a lot of goodwill was generated and it’s “examples like these that lead to a great reputation”, said group communications manager Andy Naylor.