Experiencing World Class Service Excellence
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areas for customers, chandeliers & flowers, tiles on the workshop floors, chrome plating
Pays to have grass verges cut more often than corporation would do
Staff Management
Used same psychologist to select staff for last 25 years – then staff take applicant out to lunch as part of selection process – if staff don’t want to spend time with the applicant then customers probably won’t either.
Service staff are self employed – faulty work is corrected in the technician’s own time
Customer Dialogue
Post purchase/service surveys
Mystery shopping
Commentary
It’s often said that ‘retail is detail’ and this is an impressive example of where the ‘line of sight’ factors have been engineered to create a memorable total customer experience.
It also again emphasises the core role of product in the total experience and the added
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