A quick call might have been nice...
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I READ THE letter from Carl Stephens published in CM 11 March regarding customer service. or lack thereof, from truck dealers. Here's tinstory...
I placed orders for new trucks last year with my local dealer. delivery due January and March 2010, I put down a deposit and I have heard very little since, including any acknowledgment of my substantial deposit. Since the trucks are overdue. I feel I am owed interest on my loan to that firm. let alone explanations and apologies.
I understand most truck-makers' registrations are down by about 50% last year. But, for customer service, read zero.
I also placed an order for new trailers with a firm last year. completion date was the end of January 2010. Nearly two months later and construction of the bodies hasn't even started. Lots of excuses, mind. The firm said its order book was down 75% on the year. For customer service, to date, plenty of excuses, but no action. Read zero.
A young rep from a local dealer at a rival manufacturer walked in here on-spec the other day. I told him I admired his enthusiasm coldcalling to get new leads. I've been on a busy industrial estate for more than 20 years and he'd be only the fourth such person to walk through my door unannounced.
British manufacturing gets what it deserves — very little. It doesn't deliver, it doesn't change its ways, and it doesn't look after its clients, then it loses them. Little wonder. Peter Cresswell
Managing director
Stagefreight Via email