Insight 13 www.aftermarketonline.net OCTOBER 2024 Disputes in relation to a service and repair make up the largest volume of case submissions by motorists to The Motor Ombudsman on an annual basis after used cars. Given that a vehicle is usually a substantial investment and a critical part of daily life for many consumers, time off the road in a workshop can lead to significant inconvenience and stress. The added expense of repairs, whether it is routine or ad hoc maintenance, can equally compound the issues at hand, potentially leading to heightened emotions and dissatisfaction. As a result, strained interactions may follow as a customer expresses their frustration towards the garage — which may ultimately have done all they can to assist them. Therefore, to help defuse a ‘chilly reception’ from a consumer, a business can take the following five key steps: Use clear and proactive communication As well as having a clear and well laid out complaints resolution process that both a business and consumer can follow should a dispute arise, transparent and open dialogue is also key to directly addressing the concerns of customers, and to getting to the root cause of the issues raised. Understanding the key drivers of dissatisfaction can then help garages to implement effective and viable solutions that best respond to customer needs. An apology can go a long way… If it is found that the standard of work or service provided to a customer has fallen beyond expectations, it is important to offer, without delay, a personalised apology that directly addresses the course of events and what has happened. A resolution does not have to be monetary or physical. A simple and sincere acknowledgment of the customer’s concerns, and a listening ear, may be sufficient to restore trust. Offer an incentive to return Even the smallest of gestures from a business can make a big difference. A token of goodwill, such as a discount or a voucher for a future visit, can help preserve the relationship and encourage future loyalty at minimal cost. These actions not only show that the customer is valued, but also reinforce a business’s commitment to complete satisfaction. Signpost in the event of stalemate If deadlock is reached, despite the best efforts of a garage to conclude the complaint, it is best practice and the law for a garage to signpost a customer to a certified alternative dispute resolution (ADR) provider, such as The Motor Ombudsman. This is a far less confrontational and costly route to resolution than going to court and helps to safeguard a viable long-term relationship with a customer. It is also free of charge for consumers to engage in such a service, from beginning to end. Follow up for feedback Regardless of whether a resolution is achieved, it is always valuable for a business to follow up with a customer and seek feedback on the level of service provided. This demonstrates a garage’s commitment to long-term customer satisfaction and making procedural changes to continually improve the way they do things. Visit www.TheMotorOmbudsman. org/join for more information about accreditation to The Motor Ombudsman’s Service and Repair Code. Even the smallest of gestures from a business can make a big difference Thawing frosty relations Bill Fennell, chief ombudsman and MD at The Motor Ombudsman, looks at what garages can do to help rebuild relationships if they have been given the cold shoulder by a customer Mastering the essentials of fair, swift and effective dispute resolution
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