August 4, 2020

Great Customer Service

Good Morning,
My car is in the shop getting repaired. When I purchased the car in 2016 I also got a 6 year, 100,000 mile bumper to bumper protection plan that included towing. After making an appointment with the dealership I called the auto club to arrange the towing. The women who took my call was very helpful and found my account with the limited information that I gave her and said they could have a tow truck within an hour, It was already late in the day, and the dealership service department was going to close in about 2 hours. So I arranged for the tow between 8:30 and 9 am the next day. I was told the tow company would text me the next day. After the call, the motor club sent me a text asking if we had scheduled the tow and asked if I would answer a few survey questions.
The next morning at 7:45 I got a text that the tow truck was on its way. Just before 8 am I got a call from the tow driver that he was about 2 minutes out and was the car at a home or commercial building? then whether it was on the street or in the driveway. I answered the questions and headed out to wait for him. Within maybe a minute I heard the truck coming down the street.
He was super polite and asked if I could start the car. I was unsure so he moved the tow truck in place. I was able to start the car and drove it up the flatbed and within a few minute he had secured the car and was ready to leave. From start to finish it took no more than 10 minutes. About 15 minutes later I got a text message asking if the tow company had picked up the car. After answering yes I got a survey on how the driver did and how satisfied I was with the service. I think I spent more time with the two surveys than with the call to the auto club and tow driver. Now this was customer service and quick followup!
With the pandemic continuing, what are you doing to insure that the customers you do have keep coming back to you and you’re not losing them to your competition?
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Sales not as strong as you would like? Like to make more sales? I can help you. I have programs to get your lost customers back, keep your current customers from leaving, and get you new ones who stay. Just contact me to find out more!
Till next time.

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