Saturday 25th May

The Pulse

Red carpet – Part 1

Written by
Paul Hassing

Businesses, Featured, Your Clients

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03
May

Service with a smile!*

I’ve worked in and been a customer of the car industry.

Over the years, I’ve found that positive experiences in this field are rare.

So I had to report this one immediately, that we may distil its lessons for our own use.

Ring in

When I phoned my Ford dealer’s service department last week, I got Neil^.

I said my Fiesta was due for its 10,000 km service.

Neil politely begged to differ, saying that my model’s next scheduled service was 15,000 km.

He added that he hated it when car places over serviced their customers.

This certainly got my attention.

He then consulted the manual and worked out that the service I needed was time-based (1 year) not distance-based.

I was worried that being a month overdue would void my warranty.

He assured me that I was, and would remain, completely covered.

A relief.

I asked Neil if his staff could collect and return my car.

He said yes.

I asked how soon.

He said Thursday.

I felt even better.

Old school

With my decision to book imminent, I told Neil about a problem I’d been having with the car.

Not being technical, I used words like ‘surge’, ‘gurgle’ and ‘gasp’.

Rather than laugh at me, Neil encouraged me to keep talking.

So I dredged teen memories of servicing my ’67 VW Beetle with my dad.

There I found terms like ‘points’, ‘hunting’, ‘timing’, ‘dirty plug’ and ‘spark advancement’.

Neil paused to compose his next sentence carefully:

‘I may be wrong, Paul, but my guess is that – like me – you’re aged over 40.’

‘Yes’, I said. ‘How did you know?’

‘Those words you’re using don’t apply to today’s vehicles. There is no spark advancement. And plugs get replaced at 105,000 km, not dirty every 5,000 km. These days, we just connect your engine to our computer and let diagnostics sort everything out.’

I marvelled at Neil’s tact. (A trait for which automotive professionals are not renowned.) He’d corrected me twice, yet I was still on the line.

It was time to see if he could perform a hat trick and secure my booking.

Pit stop

Before we commit, do you have a car sector experience to relate?

We value diamonds as well as stones, so feel free to add your thoughts from either side of the chain-link fence.

With our service histories shared, I can steer this tale to your maximum utility and pleasure.

That we may finish with flying colours!

* Photo by me. My other (actual) car is here.

^ His real name.

Paul Hassing | Founder & Senior Writer – The Feisty Empire

clients, customer relations, relationships, service

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What others are saying

Author

Paul Hassing Founder & Senior Writer - The Feisty Empire

May 3, 2012 at 10:33 am

When I sought Neil’s permission to name him, he said yes. He then asked his boss, who replied:

‘Hi Paul,

Thank you for your feedback.

I appreciate you comments about Neil’s input to your service enquiry and congratulate him on his honesty and professionalism.

We as dealers (irrespective of brand) often unfairly get accused of immoral conduct, high prices and poor service.

At City Ford – Melbourne it is a culture within the place respect our clients and offer the highest possible service at a reasonable price. An old cliché in a modern era of vehicle servicing.

Despite advancements in vehicle technology, technical and sophisticated tooling and continued training for all our technicians and staff, we always appreciate the client’s requirements for their vehicle needs and always strive to satisfy and be as honest as possible.

Although profit is important, profit isn’t our main motivation. Building relationships is our primary concern and ensuring our customers return for service and hopefully one day – buy another Ford…

We are proud of the product we sell and would appreciate spreading the word about our business, our people and our product.

I thank you for your email and would be happy to assist if you have any further needs.

Kind regards,
Frank Giannoglou
Service Manager
City Ford | 179 Berkeley Street | Carlton Sth. 3053
Phone: 9345 1611 | Fax: 9347 6248′

I replied:

‘Great stuff, Frank!

Thanks very much to you and Neil for the OK to proceed.

I’ll submit the post to MYOB and let you know when it goes live.

At that time, I’d love you to add your words below as a comment on the blog post for an extra layer of authenticity.

Failing that, I can add it on your behalf.

So long as we don’t miss capturing your excellent sentiments.

I like your philosophy very much and think our readers will too.

Best regards and talk soon.

P.’

Reply
Author

Paul Hassing Founder & Senior Writer - The Feisty Empire

May 3, 2012 at 10:42 am

A Twitter comment just in from Dianne Filipenko @iorganise

‘Fantastic experience with new Prius C purchase from Luca at Brighton Toyota this month! Very very happy.’

Many thanks, Dianne!

Reply
Author

Paul Hassing Founder & Senior Writer - The Feisty Empire

May 3, 2012 at 10:54 am

For the record, two polite and friendly Ford men turned up on time this morning, chatted about my car and took it away. They’ll deliver it back this afternoon. I can’t overstate what a relief it is to keep on trucking with my work while they sort out my car. I did NOT fancy doing two return trips, at peak hour, in teeming rain. For me, this service element is a real point of difference.

Reply
Author

Paul Hassing Founder & Senior Writer - The Feisty Empire

May 3, 2012 at 11:16 am

By gum, I just read our Sonia’s latest tour de force:

http://ctaspley.wordpress.com/2012/05/02/customer-service-according-to-your-bank/

If you want a description of what NOT to do to your customers, check this out!

Reply
Author

Leon Noone

May 3, 2012 at 11:17 am

G’Day Paul,
I seem to recall- also being over 40-that City Ford says “Yes” more often as Kerrie Biddell sung to us decades ago.
And good slogans stick.

All part of the fun

Best Wishes
Leon

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 3, 2012 at 11:28 am
  
  Nice one, Leon! They’ve certainly said ‘yes’ to all my questions so far.
  
  I’d better be careful not to ask: ‘Are you blokes likely to prang my car driving it back?’
  
  Reply
Author

Malcolm Owens

May 3, 2012 at 11:29 am

Hey great post Paul,

We have a fleet of Fords in our business and on that recommendation I will be suggesting we use City Ford to service them from now on.

Now that’s positive marketing!

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 3, 2012 at 11:31 am
  
  Thanks, M; I had no idea! I’m sure Frank will be rapt.
  
  But if your pedal cars ever nudge my mighty beast out of a service slot, I’ll have your guts for garters!
  
  Reply
Author

Sue Meehan

May 3, 2012 at 12:00 pm

This is off the automotive topic Paul, but a great customer service story. No doubt you saw it in yesterday’s press. It’s a genuinely thoughtful response by Yarra Trams to a customer complaint about a trip on the no. 86 tram. It’s worth a read. It made me smile.

http://www.theage.com.au/victoria/biffo-no-from-tramride-trauma-to-joyful-exchange-20120502-1xyij.html

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 3, 2012 at 12:03 pm
  
  We LOVE cross-sector pollination, Suey. That is indeed a corker and I’m grateful to you for flagging it.
  
  Reply
Author

Paul Hassing Founder & Senior Writer - The Feisty Empire

May 3, 2012 at 12:04 pm

BTW, I just realised I forgot to include a pic of my VW: http://pinterest.com/pin/44895327505393915/

Reply
Author

Tash Hughes

May 3, 2012 at 1:17 pm

You totally distracted me from Paul’s car story with the Yarra Trams story, Sue Fantastic response from them – matched humour with humour and addressed the customer’s concerns, you can’t ask for better than that!

Great to hear your positive car story, Paul. We’re heading towards our new car’s first service so shall be interested to see how that goes – doubtful they’ll collect & return it given we’re a good 30 or 40 minute drive from Ferntree Gully…

Good for Neil and his tact – a good skill for any industry

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 3, 2012 at 1:21 pm
  
  Onya, Tash! I love it when this blog flings people on extraordinary tangential adventures. I’m glad you made it back!
  
  FTG could well be a bridge too far for Frank, but who knows what the modern business will do for … business?!
  
  Reply
Author

Phil Owens

May 3, 2012 at 4:46 pm

Hi Paul,

Great to hear you had a good experience. I just bought a car (a Hyundai, and I love it!) but the sales process was too drawn out and a bit painful, but the people were great. Their service has always been spot on.

Here is a counter-example – not City Ford, but one of their bretheren and the experience of a good friend:
http://www.resourcedleaders.com/index.php/easyblog/entry/play-it-again-sam

Diamonds shine out against the stones. Good on City Ford for batting above the perception.

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 3, 2012 at 5:14 pm
  
  Geez you’re spoiling us this week, Phil! Your tale chilled my blood with familiar elements. Thank you for tabling it. I’m also pleased we’ve now covered three brands in a post ostensibly about Ford. Best regards, as always.
  
  Reply
Author

Paul Hassing Founder & Senior Writer - The Feisty Empire

May 7, 2012 at 4:12 pm

Music by which to write Part 2 of this story:

http://www.youtube.com/watch?v=8o90YWFlXdk&list=FLhkAAc-akW2u_nSgy_DCPkQ&index=54&feature=plpp_video

Reply
Author

Carolyn

May 15, 2012 at 7:47 am

Good to hear of such great car industry service. It certainly contrasts with my experience at Shepparton Kia last Saturday when the salesperson Russell refused to give us a test drive because we were from out of town (yes Bendigo, only an hour away) and actually said he thought we would just drive the car and then purchase from our local dealer! (despite actually having purchased a car from his dealership some years ago).

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 15, 2012 at 5:48 pm
  
  Gosh, Carolyn. That is a very disappointing interaction. I’m sorry you had such a bad trot, but very glad you saw fit to table it for our benefit. Many thanks!
  
  Reply