I recently had the unfortunate experience of having my vehicle towed in for service. Considering my vehicle had close to 100,000 miles on it, I began to question whether it was time to return to market and purchase a new vehicle. This thought didn't last long since the handling of my situation in the service department left me wanting to drive my car for many years to come.
Since I wasn't near my preferred servicing dealer, my vehicle was towed to a dealer near the location of my breakdown. After consulting with the service advisor on my issue, I asked to have additional services performed including 100,000 mile service, lube, oil, filter, tires and a new remote transmitter. I left the vehicle, grabbed a loaner and continued with my day. Less than 60 minutes after leaving my vehicle, I received a call from the service advisor, "Mr. Smith, we've identified the problem with your vehicle and have an estimate for the repairs including the scheduled maintenance items." I was pleased with the response time and was not shocked by the estimate.
The repairs were completed the next day and when I returned to pick up the vehicle, the service advisor was waiting for me. "Mr. Smith, upon our inspection of your vehicle, we noticed a couple things in need of repair and we took the liberty to fix them at no charge." "Great," I replied. But it was when I got into the vehicle that my satisfaction went through the roof. The car's steering always had the slightest little click. I had once inquired about having it repaired, but never followed through. Instantly upon driving off the lot, I noticed the steering was tighter and no click. I was as happy as one could be after paying for an unexpected repair. The reason for my repair had nothing to do with the steering, yet it was fixed without question and at no charge.
This small act by the service team, ensured not only that I will go out of my way to have my vehicle serviced there in the future, but will strongly consider purchasing my next vehicle from my new servicing dealer.
Posted by Brad Smith, Director, Loyalty Management Practice, Polk (06.01.2011)
Since I wasn't near my preferred servicing dealer, my vehicle was towed to a dealer near the location of my breakdown. After consulting with the service advisor on my issue, I asked to have additional services performed including 100,000 mile service, lube, oil, filter, tires and a new remote transmitter. I left the vehicle, grabbed a loaner and continued with my day. Less than 60 minutes after leaving my vehicle, I received a call from the service advisor, "Mr. Smith, we've identified the problem with your vehicle and have an estimate for the repairs including the scheduled maintenance items." I was pleased with the response time and was not shocked by the estimate.
The repairs were completed the next day and when I returned to pick up the vehicle, the service advisor was waiting for me. "Mr. Smith, upon our inspection of your vehicle, we noticed a couple things in need of repair and we took the liberty to fix them at no charge." "Great," I replied. But it was when I got into the vehicle that my satisfaction went through the roof. The car's steering always had the slightest little click. I had once inquired about having it repaired, but never followed through. Instantly upon driving off the lot, I noticed the steering was tighter and no click. I was as happy as one could be after paying for an unexpected repair. The reason for my repair had nothing to do with the steering, yet it was fixed without question and at no charge.
This small act by the service team, ensured not only that I will go out of my way to have my vehicle serviced there in the future, but will strongly consider purchasing my next vehicle from my new servicing dealer.
Posted by Brad Smith, Director, Loyalty Management Practice, Polk (06.01.2011)
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