| Author | Message | ||
     Dbird29 |
What could Ford do to MAKE it an opportunity? Up sell custom accessories to the recall participants? They have proven they are fanatics by buying a FORD for such an exorbitant price. They would eat up an even more exclusive modification only available to the cool recall kids. And they could put Buellgrrrl on their do not call ever list. | ||
| F_skinner |
What could Ford do to MAKE it an opportunity? Anytime you can get a customer into a dealership it is an opportunity for the dealership to shine. Unrelated to a recall: I had to return a part for Lynn's bike (they ordered the right part but gave me the wrong one) and the guy that sold it to me gave me (read that Lynn) a free T-shirt for our troubles. That really scored points with Lynn. I was not upset and I called before I went to the shop so he had the part waiting for me. With a recall, no matter how small or big, it is important for the work to go smooth and quick. The best thing a dealership can do, whether over the phone or face-to-face is to tell the truth and treat the customer with respect. That goes for the customer as well. Frank | ||
| Panhead_dan |
When I buy a product and it has problems, customer service that fixes the problem quickly and at no cost and minimal inconvenience to me makes me a buyer for life. It works like magic. Unfortunately, reality usually messes that up. | ||
| Lemonchili_x1 |
It's a bit late, but here's my thoughts: EXAMPLE #1: (Actually your first assignment - Start by reading THIS story. ASSIGNMENT: How far out of the box can you get? • Was this recall on an expensive car a problem or an opportunity? } It’s an opportunity in many ways. • What could Ford do to MAKE it a problem? It could be made a problem if the customer perceives that they are being inconvenienced by having repairs to their car carried out. It could also become a PR problem if it’s turned into a big issue. • What could Ford do to MAKE it an opportunity? Communicate with the customer throughout the recall process, find ways to carry out the repairs in a manner suitable to the customer, present other Ford products and services. • Which would you do? Make it an opportunity. • Give me a brief business case for how you'd address the event? Ok, I’m not sure how Ford’s logistics and communications work, but I’ll give it a shot. In the big picture we’re talking about a small amount of cars (111) which were produced by a relatively small team within Ford. I’d assign two people, preferably from that team so they are familiar with the cars, to follow the recall process through from start to finish. When all 111 cars have had the recall work done this particular project is finished for them. They would do the following: 1. Contact all dealers who sold any of the cars ASAP and notify them of the recall required. Find out if any of the cars are currently in for service or warranty work, or booked in for the near future. If they are the recall parts can be arranged to go to those dealers and the recall work can be carried out at the same time. 2. Issue a communication to all other Ford dealers and advise the same, just in case one of the cars has ended up at a dealer which didn’t sell the car originally. 3. Contact the customer and explain the situation. I’d send a letter and make a phone call. Where possible talk to the owner themselves, not their assistant or secretary. 4. Find out from the customer the location of the car and its next intended use. This will give an idea of how much inconvenience this is going to cause the customer. (Some cars may be getting little use so there is no immediate inconvenience, others may have immediate use planned.) The closest suitable dealer can then be contacted and parts sent. If a service or warranty item is due this could be arranged for the same time if suitable for the customer. 5. The article said the cars were not to be driven so I’m assuming the cars need to be picked up. Arrange with the client a convenient time to pick up the car and offer use of a loan car while the GT is being repaired and give the customer an opportunity to try something else from the Ford range. The loan car can be dropped off when the GT is picked up. 6. Arrange how the car is going to be returned. It could be delivered back to the customer and the repairs explained at handover, or the customer could pick up and the repairs and recalled part could be shown to the customer. This is an opportunity to show the customer the dealership and other Ford products. 7. The recall team would need to follow through on the above, communicating with customers and dealers until all 111 cars are complete. Each customer is different and will have different priorities. Throughout the above the recall team needs to think about how the customer would prefer to be treated and do their best to treat them that way, and encourage the dealers to think the same way. | ||
| Court |
NOTE: I have not forgotten you. I had about 2,000 words typed and accidently (it was my fault, I can't blame a computer) wiped it out. If time permits I'll get back to this today. Great observations observations all. | ||
| Redponcho |
ASSIGNMENT: How far out of the box can you get? Was this recall on an expensive car a problem or an opportunity? This just like all issues is an opportunity. There are no problems only opportunities for success/failure. What could Ford do to MAKE it a problem? The quickest way to make this a huge problem is with a nonchalant attitude downplaying the severity of the recall. What could Ford do to MAKE it an opportunity? The 111 cars out there are in their own market that has clients who get what the want when they want it. These customers have other means of transportation as said by Jay Leno. They need to grasp this opportunity to upgrade and up-sell these cars into a truly unique experience for the customer. Which would you do? There needs to be a single point of contact for the customers. This doesnt need to be more than a few people that establish a direct line of communication with the customer and give them constant information on the recall. Next a schedule needs to be determined that will give each customer a date as to when their car will be repaired. The supporting dealerships need to be notified and work with the customer to secure a date for the service event. Then a tow truck to pick the car up and drop it off in a like new condition. Give me a brief business case for how you'd address the event | ||
| Ironhead1977 |
Court, please continue with this topic as I have been using it as a training tool in my own shop. I can already tell the difference in the way my front counter men are dealing with our customers, myself included. Let me know where to send the tuition payment. Thanks for sharing your insight. Jim | ||
| Hooligan620 |
Given the nature of the GT and who bought them, do you really want the mechanic who fixes a Ford Focus doing recall work on your supercar? Trust your GT to a tow truck driver? The communication network suggested is critical, but I'd fly someone out from the factory to repair the car on site! Make the GT recall public knowledge, tie it into a recall of another vehicle in your product line and make that recall a success by offering on site repairs. loaner cars or drive in fix it while you wait. Make the little guy feel as important as the big spender. I recall the big grumpy guy on Top Gear bought a GT, waited way to long for delivery and once delivered had problems with the alarm not allowing the ignition to work, he was stranded and had to have the car towed. If I remember correctly this happened more then once. While it was funny it happened to him, it placed doubt in my mind, if Ford can't get a special limited production car right what kinds of problems am I going to have with a Focus? In short, acknowledge there's a problem, fix it whatever the cost and take steps to prevent it from happening again. Restore confidence in all consumers you will do the right thing when it happens again. I'm not a big top down management guy but the the factory has to take the lead and ensure that every dealer buys in or all will fail or at least need help from the Federal Government to survive. | ||
| Swampy |
Late chime in here, With the Ford GT recall involving such insignificant numbers of vehicles it would be the perfect oportunity to pull out all the plugs and play it up. Since the recall involves a safety issue, flatbedding out a high end Ford Mustang GT500, or a high end sport Lincoln as a loaner while the recall was being performed would be a good start. Seeing that a Mustang GT 500 is approximately 1/3 of a Ford GT they could probably generate a few sales by showcasing some inexpensive fun vehicles for other members of the clients family or as a second fast Ford in the driveway. Ford has to remember that the customer could have bought 3 "Z" Vettes for the price of a GT and they still would have had the fastest car on the block plus they could have gotten a factory tour and picked up their new "Z" Vette at the factory. Ooh, Ooh! (My best Horshack) Probably the original agreements and arrangements that were made to allow the Vette museum to do this at one time was thought impossible. Think of it occuring back in the sixties, but think of the interest generated by the factory tour and museum today, all those potential customers now planning a way to make that "Once-in-a-lifetime" purchase. | ||
| Swampy |
Did I just kill this thread?  I feel like I came late to the class and now nobody wants to let me participate... | ||
| Court |
Swampy: You did not kill the thread it is alive and well. . I am just juggling 3 classes, term project, busy work schedule, guitar, finals and getting ready to take a week and drive to Kansas. I may be a bit sporadic but we'll keep with it. I've got about 18 topics I want to hit on and we'll be continuing shortly . . (Message edited by court on November 20, 2008) | ||
| Buellgrrrl |
Another example of great customer service: A couple years back my aerostitch heated jacket liner quit heating. After checking the obvious stuff and realizing the problem was an open circuit inside the garment, I took it back to Aerostitch to see if they could fix it. This garment was long out of warranty, so I didn't expect any freebees. Aerostitch's tech took a quick look at the garment, then gave me a new one for free- apparently their was a defect in the early Kanatsu heated liners and they were exchanging them for new ones. Last night I was surfing the Aerostitch site and noticed a recall notice on the front page. 13 months production of the Hi-Vis suits were made with a fabric that faded all too rapidly. Aerostitch is offering free replacements, sounds like they even give the owners new pads in the deal. Now this recall is going to cost Aerostitch some big bucks- the suits are their premier products, the Hi-Vis ones are a big seller, and their offering to replace 13 months of production for free. But this isn't really a cost item for Aerostitch- it's an investment in customer loyalty. Aerostitch has made me and thousands of other owners "customers for life". Compare this to the treatment we get at Harley/Buell dealerships... | ||
| Court |
>>>>Compare this to the treatment we get at Harley/Buell dealerships... We'll be doing some of that here. I've seen no less than 5 very similar examples from Buell during just the past week. The Aerostich example, and I confess I have never been charged by Aerostich for anything, just got a nice note from Sally and crew telling me that everything I sent in to them was always a sources of entertainment, is very similar to the way Buell operates and brings to mind the hundreds of thousands of dollars worth of bodywork, often for 8 and 9 year old Buells, that the factory sent out. Good example. | ||
| Vampress |
Swampy, you thought you were late! This amazing thread has only just come to my attention, so I'll throw in a few late cents worth if nobody minds... The opportunity lies in making the customer feel unique. The recall is the companies way of getting back in touch with all who purchased the vehicles, and letting them know that, the exaggerated price tag, includes exaggerated attention. They have purchased prompt repair for any problems at their own convenience, and access to any other available upgrades first-hand while they're at it. The best way for the company to do this, is in as personal a way as possible, as mentioned by many previous posters here. Phone calls, follow ups, blunt honesty and consistency. A customer appreciates, above all else, to be kept in the loop, and not forgotten. The small things I find, really do matter in many cases. It's not about free stuff or more stuff or even better stuff. It's about going beyond what is required to really help someone. And to do it with a little empathy, and a big smile. | ||
| Court |
You guys are doing great and making some fabulous points. I'm off for a little 1200 mile drive in 10 minutes but hopefully the SCU will pilot and I'll get to write on the road. More to follow . . . and what a great thread. | ||
| Swampy |
Making customers feel special, like Erik showing up just about everywhere Buell gatherings are, signing autographs, The old Daves Buy&Ride events, the Badweb. Helps to build brand loyalty. The more you connect with customers, the more they remember to buy. It may not be inexpensive investments(as in everthing costs)but the returns can't be bought. | ||
| Reuel |
That's 7200 MPH! Yikes! Umm, sorry, I couldn't resist. I'm going to get my drink now and start from the beginning of this thread ... | ||
| Buellgrrrl |
Court, I'm a Buell customer. You seem to be telling me that while you'll happily pontificate on the glories of customer service, Buell customers don't matter. | ||
| Court |
Good points. I'm driving to Louisville tomorrow and will rearrange some of my thoughts. I was going to share the four types of customers, the continnum from Outrage to Delight, in several weeks. Not even I can ignore a high slow lob over the net. I will point out, frankly it's obvious, that the purpose of this thread is of a global nature. If you have, and it's obvious you do, unresolved issues with Buell I'd suggest you do what the rest of us do and take it up with your Buell dealer. Off to go play in Lawrence, KS. . . I'll write after my kids leave.  Court (Message edited by court on November 29, 2008) | ||
| Crusty |
I'm posting no more to this thread and will take this to an e-mail group. I've been mainly lurking, and haven't contributed to the discussion. Nevertheless, I find some of the ideas presented fascinating, and have my own ideas which I'm still in the process of developing. In other words, I'm learning. Please don't let one troll destroy a thread that I find informative and thought provoking. | ||
| Lemonchili_x1 |
Court, please keep this thread going. This thread has got me *thinking* again. cheers, chili | ||
| Court |
Actually I am. I had about 3,000 words written but have reflected and decided to shuffle a couple topics. I'm at my Mom's now, stayed a couple extra days to do some stuff for her and have been doing Badweb in 5 minute stints comingled with writing a 23 page brief due by 5:00PM tomorrow. We've got some good topics coming up and I hope you enjoy them. I may do one chapter in Australian. | ||
| Lemonchili_x1 |
Lol! Lookin' forward to it mate  Not sure what you had in mind, but I've been thinking about the customers part in customer service, as well as the different types/levels of customer (as you mentioned in an earlier post). | ||
| Vampress |
Hear hear. I believe the customer has just as much responsibility in the process of customer service sometimes, as the providers do. Respect must be mutual or things can go bad. You can calm and reverse bad feelings in a customer, with the right techniques, but if they remain rude, stubborn or unwilling to be receptive to change, and new ideas, then a dead end pops up very quickly. While assistants are there to serve people with pleasantry, nobody likes being spoken down to, or consistently whined at. It only results in a lack of responsiveness. If someone is open-minded and amicable, people are most often more willing to listen and help resolve a situation, than if they walk in guns blazing. However this said, I believe also, that what you offer is what you should give, whether it be advice, service or anything else. I heard a recent quote, which stuck with me..."Don't offer someone the world, and hand them an atlas" V | ||
| Ratbuell |
Respect must be mutual or things can go bad. AMEN. I just wish respect for others wasn't one of the things we seem to be breeding out of the species these days....mememememe seems to be the way of our world anymore. <sigh> I'll go back to sponging and learning now | ||
| Wheelybueller |
I am new to this thread,I did scan,read,and scan some. I am in the sales,service industry,and the people I work for instill in its employees to treat every customer With respect,every customer concern is important. What may sound minor to you is probably huge to the customer(treat it that way) Empathy goes a long way. On the flip side,An obtrusive approach can make the Representative get defensive,that's no excuse but it is the truth. In today's markets more businesses will need to set themselves apart,one sure way will be the way a customer is treated. Remember customer service is needed for all,the guy buying the new widget valve and the guy who's widget valve failed prematurely. On a personal note Buell customer service is BAR NONE the best I have dealt with in the motor sports industry! Court, I will read this thread completely. What I have read is great stuff. | ||
| Court |
My apologies . . . . just got back from a delightful trip to Kansas and jumped into final for the next week. I got a lot written on the road and we'll hop back in here in earnest in a couple days. Thanks to all of you for some great points, counterpoints and experiences. We're gonna have some fun. Court | ||
| Oyrider |
Customer Service? I purchased an 06 HD Street Rod in June 2005. I put almost 11,000 miles on it in 15 months when the engine began to run erratically. The first dealer accomplished the 10K maintenance, but the bike continued to act up. When I returned it to the dealer they rode it around the block and said I wasn't riding it properly and to keep the rpm up. It did again on my way home. I took it to another dealer and asked them to keep the bike and ride it until they noticed the problem. The bike had some sort of fuel injection issue. This dealer kept me informed on their progress in finding a fix, and, after master mechanics and HD field reps had their way with it and it still acted up, they returned my PURCHASE PRICE! How much better can you get? I feel like my next HD/Buell motorcycle has to be purchased from that dealership. Note: I bought my M2 from them years ago. Skip Fordyce in Riverside, CA | ||
| Ft_bstrd |
You seem to be telling me that while you'll happily pontificate on the glories of customer service, Buell customers don't matter. Please kindly refrain from using this thread as your personal soapbox. If you can't add constructively, it may be time for you to take another vacation from BadWeb. | ||
| Buellgrrrl |
Relax FB, I haven't posted anything here for a week. |
