The Power of Service Recovery
As I was sitting in the meeting, suddenly my phone buzzed. It was a text from my wife. Unsure what was going on, I went ahead and checked my phone. “So I have a warning light pop up on my car. It is the check engine light but it says emissions control system”. This one text started a cascade of service failures at the dealership we had bought the car from (new) just 3 years ago…but it also afforded a fantastic example of service recovery, and the power of that service recovery.
After receiving the text message, I went to the website of the car dealership. I attempted to use the online scheduler, but it wasn’t working. I noted in the bottom of the screen a chat option. YES! I love chat options! So…I started chatting. Initially, the person was very friendly and I informed her of my need to schedule an appointment sooner rather than later. “I am not authorized to schedule appointments within 48 hours, please call ***-***-****.” I don’t really want to schedule an appointment over the phone…why can’t I do it right here, right now in the method I as the customer want to? My question was futile as I was again informed I needed to call the number. So…I called the number, again explained what was going on with my vehicle, and was given a first available appointment for 2 weeks away. 2 weeks away?!?! That was completely unacceptable…there had to be better access than that. I was told I could bring it in and “drop it off” tomorrow. Perfect…if I drop it off, when will I get it back. “It can be anywhere from 1 day to 3 days”. Wow…that is quite the span of time. “I am a two vehicle family for a reason, I would really appreciate a better time estimate.” The employee on the phone was unable to provide one. I reluctantly agreed to bring it in tomorrow morning.
About 20 minutes later I get another text from my wife, “Hey, we are still under warranty”. Perfect! Maybe that will cover a rental with the dealership. So, I head back to the website, hoping to have better luck with the chat this time around. “Hello, I am brining my car in tomorrow for a service issue and I would like to see if my vehicle warranty will cover a rental”. Again, I provide all my information, but I am told the employee conducting the chat cannot provide me with warranty information, but that she would share my information with the service department and they will contact me. I asked a simple question (I thought)…when can I expect communication from the service department. “I apologize, but I cannot provide specific times, but rest assured they will contact you”. Hmmmm, based on my interactions so far, I am not assured of anything. I reply “OK, if I can’t get a specific time, will it occur today?”. What happened next almost sent me over the edge…I apologize, but I cannot provide specific time. Have a nice day”. With that…the chat was ended! The employee conducting the chat ended the chat without me, the customer, being ready to end the chat. I had had enough. I whipped up a quick email to the service team at the dealership to tell them of my experience. At 1221, I sent a text to my wife “I can tell you that next purchase will be at [a competitors dealership]”. I was done.
To my surprise, about 10 minutes later I received a phone call. The service manager had called! She left a voicemail for me to call her back. I stepped out of the meeting and made the phone call. I explained everything that was going on with the vehicle (again). Except, this time, I was informed that this was an issue that needed to be looked at quickly (validated my concerns), and that I could bring the vehicle in as soon as possible. Additionally, they offered rentals for a nominal fee that would be charged if it happened to not be covered under warranty (solution focused). This service manager was genuinely concerned for me as her customer and she conveyed it. She conveyed it not only through her actions, but also her demeanor and tone over the phone. By the end of the phone call, I had a plan of action that felt right and I felt cared for. Yes!
About 3 hours later, I arrive home and we traveled to the dealership. Upon arriving at the service area, we were greeted with smiling faces, jokes, and genuine human connection. It was so refreshing and a complete opposite of what I had experienced earlier in the day. Within a matter of about 10 minutes we had all the paperwork done and was headed home in a rental. I told my wife on the way home “that right there is some service recovery that has changed my mind about using a competitor next time.”
When I got home, I called the service manager to tell her again how much I appreciated her help, and how amazing her team at the service counter had been. She was extremely thankful for my call.
Service recovery is a powerful tool to increase loyalty among your customers/patients. When done correctly, with the right attitude, with a solution focus, it can completely turn an experience around for the better. I am so thankful for a leader who cares enough to pick up a phone and call to make something right.
