A team has been assembled that enables the full potential of the Claremont market to be reached. To this end the Directors has put in place a partnership of prominent Cape Town residents who have provided the financial backing required for a venture of this magnitude.
Customer satisfaction strategy
Customer satisfaction is not a score; it’s an attitude, an attitude that has to permeate throughout an organization. A hands-on management team ensures that customers have a satisfactory purchasing or servicing experience.
We understand our customers’ mindsets and are able to anticipate their needs. We has been involved in a number of interventions necessitated by poor customer service and has tremendous experience in solving poor service issues.
We do not make promises we cannot keep and our philosophy is one of under-promise and over-deliver. Linked to this, we only employ people who can meet our demands for the highest standards of customer service.
We recognise that time is people’s most valued commodity; so we aim to reduce the time our customers need to spend with us.
The efficiency of the reservation system is the key to driving customer satisfaction therefore our clients have the ability to make appointments via the web using menu-driven system.
Our technicians are chosen using both BEE, and personality competence profiling to ensure that they have the personality traits to do the job correctly the first time. In addition, we employ diagnostic experts to ensure we can correctly identify the problem the customer is having.
The dealership employs a quality-control officer reporting directly to the dealer principal so that line managers cannot influence customer concerns. This person is one of the most important in the dealership and controls a budget to be used for quality issues. This person is responsible for contacting every customer we deal with when we deal with them and has the authority to action customer concerns. All concerns are recorded and used for staff training to ensure we eliminate actions that result in less than excellent service.
By concentrating on our customer’s needs and wants we ensure that we get the sale by being able to satisfy these needs and wants rather than by buying business.
Not only are our employees recognized as our most important asset, but they also have the opportunity to add something special to motor retail and to give back to the community. Our black/white employee ratios are well within the expectations of Employment Equity standards. When selecting a new employee, while maintaining extremely high competence expectations, we give preference to the historically disadvantaged, and in so doing, contribute towards restoring fairness and balance to our previously discriminate nation.