Responsive customer service and a fast-moving field service team are important for any business. But, as reported by TheSmartVan.com, not all products are created equal: When a microwave shorts out, most people don’t really expect the manufacturer to move mountains in an effort to get their machine back up and running ASAP.
But what about a multi-million dollar private jet, or a luxury motorhome? It’s safe to say expectations are a little higher there.
“At $1.5 million a coach, our buyers rightfully expect us to do whatever it takes to keep them on the road and happy,” says John Clark, vice president of customer service for Newell Coach Corp., which makes luxury motorhomes.
For businesses that trade in super-expensive, luxury items, having personalized customer service and a field operations staff ready to cross the country at the drop of a hat is practically a must. A repairman at the ready is part of what customers expect when they drop that kind of cash.
Clark says his company has flown techs out for some pretty out of the ordinary service requests — it once sent techs to Saudi Arabia to work on a high-end RV for a Saudi prince’s wives. Recently, it sent techs to Italy last-minute to help a racing crew traveling from one event to the next when their RV had trouble. Hard to imagine that level of support from your dishwasher manufacturer.
To read the entire article on TheSmartVan.com click here.