…when Volvo are on it.
A friend – David Newton from Photopositive fame – and I were talking about how to address the lousy service from his dealer. I won’t go into detail but it sounds they were treading well into the grey area between conscientiousness for the good of the customer and downright money grubbing dishonesty. They seemed to have more than a hint of dodgy used car dealer in their business genes.
My advice was to go to the brand owner in this case the UK arm of Volvo as the dealer is just a franchisee at the end of the day. Dave went one better and made a general Tweet about his dissatisfaction and used relevant hashtags. Volvo UK picked up on the Tweet and were straight in touch with him. Eventually I suspect Volvo UK applied shoe leather to the dealers tender areas and that along with a £200.00 Volvo voucher saw Dave a very happy man again.
In fact, They have taken the classic opportunity presented by a problem and turned Mr Newton into a very loyal and impressed customer. It wasn’t the £200.00 (that is nice) but the fact that someone was listening and took ownership of the problem until it was solved that was the real emotional winner. Brand Building 101?
Many people talk a good war with new media. Nice to see that #insidevolvouk is so on the ball.