Posted to Shop Management Forum on 9/25/2012
22 Replies
Greetings,
I received an email as a follow up to some service work that
I had performed. In it was a link to an 8-question survey
that they wanted me to complete about my recent experience.
I think it's good for businesses to ask customers for
feedback. I'm all about tapping into the voice of the
customer, if you will. But I'm not a fan of automated/canned
emails or letters or robo-calls, which by way I also
received from this service provider.
I get that there are certain efficiencies from these
automated systems, but as a customer they don't endear me to
the business. In fact, FOR ME, these impersonal follow-ups
slightly tarnish my otherwise positive impressions.
Had the service rep or manager personally called me, I would
have gladly talked. If either personally emailed me, I would
have replied; AND the personal attention would have made a
positive impression.
I'm curious how many others feel this way? Am I the norm or
the exception? Of course there are those who don't like to
be bothered at all by such things, but for those who
appreciate a follow up, or are at least okay with it, does
it really matter to them whether or not it's personal or
automated?
Mark Hambaum Educator/Instructor/Consultant MDH Automotive Services Richville, Michigan, USA
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