Peter Vosper: 'We need to know from you how we’ve done'

As more consumers become aware of the different ways to purchase goods, including motor vehicles, retailers are also aware customer satisfaction is more important than ever if they wish to retain those customers and gain new ones.
The motor trade in general is now considered as one of the most professional businesses with improved training, higher standards, increasing diversity and the realisation customers go to those who have a good long-term reputation and a genuine desire to have happy customers who are prepared to recommend their services to others.
Also, regulation has never been more supportive to the consumer and their rights are well publicised as well as monitored by manufacturers and other trade organisations such as the National Franchised Dealers Association.
Quite naturally therefore most retailers welcome feedback and will encourage customers to 'rate their services'. Because they wish to find out not only how they have looked after their current customers but also wish to discover what they need to do to attract new customers, the amount of detailed input requested by more and more businesses can mean they become unreasonably time consuming for some.
The internet has helped the customer considerably in finding out about the product but many still read road tests in the press or in magazines, or watch them on YouTube. They also have a number of ways to find out the value of their current car which they are hoping to exchange or dispose of in a different way. Realistically the business that sells you the vehicle and ideally looks after it for you should know most about it and therefore give you the best price but it is good to have an idea of what to expect.
Some people would prefer not to negotiate but the intelligent business knows that, providing you have looked after your car, it will give them an opportunity to satisfy another customer’s demand and possibly add this new customer for further business. It means they will explain the pricing and wish you to go away satisfied with your deal and ensure you are well looked after and any issues are resolved so you return time and time again.
In the current scenario with the move to electrification, advice and guidance from a good advisor is very important. Unlike some manufacturers, a good dealer, after asking a number of vital questions, may well advise you this is not the time for you to acquire an electric car and save you unnecessary expense and concern. I have highlighted some of the outstanding issues in this column on several occasions but each one of our circumstances will be different.
I am therefore asking you to fill out your reviews at least when your experience has been better or worse than you would consider reasonable, adding any changes you feel would be helpful to you personally. It is also good to mention the individual by name where you feel he or she has done a particularly good job as there is nothing more rewarding than a compliment and there should be an additional thank you from the boss, too.
Thank you for your support which should benefit all of us.