8: The power of a meaningful gift
When one of its customers was having ongoing issues with a car, HR Owen’s dedicated Audi aftersales centre in Wandsworth decided to treat the customer to a baby racer with a difference for his child.
The site re-sprayed the new baby racer in the same colour as the customer’s car. The racer cost £40, then it was a further £75 for the paint, plus any labour loss, but the investment was well worth it. The customer loved it and sent a personal email to the dealership to say so.
The member of staff who thought up the idea was also rewarded for their outstanding customer service, within its customer satisfaction survey bonus.
The gesture generated positive word of mouth and regular posts on the RS Owners club website about the quality of service the customer received.