I dropped off my car for a service this morning. It would have been really convenient if I could have taken the car to the service outlet last night, and posted the keys through the letter box – as I have done with many other dealers over the years. However, there was security fencing all around the workshop and car park, and no letterbox to post the keys.
So, after a trip back to the dealer this morning, I suggested to the service receptionist that it would have been more convenient to be able to drop the car off the previous evening and have a post-box for the keys. “Yes”, she replied ” lots of our customers ask us for that”.
If lots of customers are asking for something that would make their life easier, why doesn’t the dealer just do it! Especially something as cheap, quick and easy as a secure post-box at the perimeter of the site? And this is entirely within the remit of the local outlet’s decision making – no national policies to change!
Using ‘voice of customer’ feedback does not have to mean complex programmes of surveys, analysis and reporting. Just listen to your customers and respond to what they are asking for. The biggest hurdle here is to make businesses customer-centric in their thinking, rather than internal, process orientated