Poor Customer Service
My husband is a builder/carpenter and we've just taken delivery of a new Isuzu 300 truck. Of course it is a crew cab, tilt tray, 4x4 with all the bells and whistles. Doesn't everyone need one of these?! Well, that's another discussion - which occurs regularly in our business.
From what I am told, the brand speaks for itself and certainly the options and value weren't met by other brands. But I must tell you that I think many of the people working for this company are also aware of that.
Sales is critical in any company is it not? If you get a lead, you follow it up. A potential client may say to a salesperson "when that xyz product comes in - please call me as I want to buy one". If that xyz product is worth around $90,000 - wouldn't you think they would record that, prompt themselves and promptly ring the (already sold) client? Not in this case.
We basically had to beg to get sold one. It was us chasing them, are they available yet etc etc. My husband researches such topics down to the 'enth degree and he had used many of the American based websites to get the detailed information. He knew more than the salespeople whose mantra was "Isuzu haven't given us the full information".
Did they get onto their American sites and do the same research? No.
Did anyone fix the errors in their local website which misleads their customers (which we pointed out to them)? - No.
When we finally got a quote, their systems were not set up for the configuration we wanted and the quote had many extras included that were not standard (payable and therefore chargeable). Did we make them pay for their disorganisation? Luckily for them - no we didn't.
We basically had to tell them what was wrong with their quote. Fortunately we finally came out of the black hole and found someone who treated us well. We received an accurate comprehensive quote, the truck was ordered and work commenced on the tray etc. Then this professional person went on leave.
Prior to doing so he provided us with a total update, alternative contacts during his absence and all the information he could possibly provide. We were to be 'managed' by his Sales Manager during his absence. Heavy sigh...
We went back into the black hole from whence we came. We had to chase him to get updates, when is it going to be available etc etc. The scheduled delivery date came and went without any contact from him/them. When we finally tracked down the Sales Manager - oops, oh sorry, haven't been in the office for 2 weeks.
He couldn't tell us the status of it and had to call back the next day after he'd spoken to another person. (No records in place for him to be able to view and be updated). It wasn't ready yet, but we were assured everything was ok - we were assured everything was fine and it was all just waiting to be put together (late, but still okay). Well of course I wouldn't be writing about it if that was the case.
They went to fit the winch (which they'd had for weeks), oh - it's the wrong one. Had they checked it when it was first delivered? Obviously not. Further delays ensued while they couriered a new winch from another state.
Then it was ready, finally complete, woo hoo. Great excitement on the day. Both my husband and I had taken the day off work to go and pick it up. But we had to leave empty handed.
Did the central locking work properly? No.
Were the floor mats on the floor that were to be included? No.
Did it have any fuel in it? No.
Did the radio work? No. Were there known issues with the radios? Yes. Did they check it, No.
Later that night I realised that (in our disgust) we left some paperwork and a set of keys on the seat of the truck. I therefore sent a fax to the Sales Manager asking him to ensure that these were brought with the truck the next day when it was delivered (we weren't going to take another day off). Did they arrive with the truck? .... Of course not.
They didn't even put water in the windscreen washer container!
At the end of the day there were many individuals involved and when the sales person went on leave the whole thing turned to custard. Ultimately, we got the truck and it meets all our expectations (so far). But am I nervous about future servicing and dealing with any potential issues? Absolutely!
Their care factor seems wobbly at best. If they have Quality Assurances practices in place - there are gaping holes in them or they simply aren't being followed.
Are their records updated to show the progress of every step, every requirement, every Quality check point, online automated relationship points etc in place. Absolutely not. If they were we would not have been stuffed around as we were.
When we telephoned the Sales Manager and tracked him down (the - oh sorry, haven't been in the office for 2 weeks), could he tell us the status of our vehicle? No, he had to wait until the next day until he could talk to someone to find out. There was obviously no shared online records to show the status of each client's project. Their online records were obviously 'empired' into the different sections of the business so he couldn't tell where logistics or the workshop were up to in preparation for delivery.
Their information is down to what an individual person knows or records.
The whole thing was an example of how poor organisation and the lack of quality practices / record keeping contribute to poor customer relationships.
Could I fix it? In a flash. Do they realise what is inadequate so they can fix it? I don't think so.
There seemed to be just excuses rather than real recognition of cause, then rectification.
Quality Assurance and Records Management are not just about creating some 'stuff' and leaving it there. It is the consistent and continual integration of those developed systems within the business culture. If there is a failure in those practices, it should be used as opportunity for improvement by being recorded, managed via Non Conformance and rectification steps put in place.
We did, of course, get a free mug and bag. That makes me feel so much more like a valued client (not).
If your customers think the same about your customer management - how many people are they telling about it? One blog/article, many readers.
To make matters worse we have just received the registration sticker - and the vehicle was built nearly a year before we took delivery but no one had informed us that it was a 2007 model. What a joke.
Anyway, the trucks just sell themselves don't they?
Trudy Robinson MCom (ecommerce) Grad Cert, Dip PM, Dip Bus, AFAIM http://www.trudyrobinson.com Records with Purpose, for Purpose A 20-Year veteran of the consulting industry, Trudy is unique among the experts as the woman who has actually developed and executed solutions to the day-to-day problems for small, medium and large businesses. Unlike other 'experts' who merely conjure up good ideas or sponsor more and more software, Trudy actually produces systems, training manuals, organisational devices and mentoring that transform good strategies into great profits. She's executed countless low-cost, proven strategies for small to medium businesses. Further, she has counselled many corporations and entrepreneurs in leveraging their business through organisational systems and mentoring. Trudy is Masters qualified and is an Associate Fellow within the Australian Institute of Management. Trudy speaks regularly to corporate business owners and has spent many years working and travelling internationally. As one of Australia's most respected authorities in the information products industry, she has developed a step by step system to take your workplace from chaos to control. Article Source: http://EzineArticles.com/?expert=Trudy_Robinson |
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