5: Resolving complaints
Richard Sanders says it does not focus on particular scenarios or theatre, but simply runs its business with people in mind all of the time. This particularly applies to how it deals with complaints.
Managing director Richard Sanders said: “Our issues are no different than any other dealership when a customer complains. However, the real difference is in the resolution of that complaint.
“As a true family business with the full-time involvement of me, my wife and my two sons, all complaints are handled by a member of the family.”
Frontline staff are trained to inform a director if a customer is unsettled and the company prides itself in this personal resolution through personal contact from a family member, whether that’s via telephone or a face-to-face meeting.
This enables Richard Sanders to measure complaints on an individual basis, with resolutions being anything from a bouquet of flowers to replacing a car. Above all, it maintains that this personal approach is an opportunity to renew the customers’ confidence in the company.