Managing Complaints And Protecting Your Reputation.

An excellent article recently written by Sean Kemple, Director of Sales at Close Brothers Motor Finance and published online by Car Dealer Magazine. In the article Sean suggests dealerships require a formal pre-sale process to help stay safe and compliant and to help avoid customer complaints arising and protect against future costs . He goes on to say that everyone knows it is easier and more cost-effective to retain an existing customer than find a new one. Although many dealerships excel at customer service and enjoy a high portion of repeat business as a result, it only takes one bad experience as a customer, or a vehicle that develops a fault, to threaten all that hard work. The threat is amplified by the fact that customers today are driven more and more by recommendations and review sites like TrustPilot and other similar ones. As a result, customer experience is more transparent now than it’s ever been.

Before implementing a formal pre-sale process he suggests it is important to consider The Consumer Rights Act 2015 and in particular to understand the rules within the first 30 days of the sale of the vehicle and how these change between 31 days and 6 months and then again beyond 6 months.

The articles finishes with 5 top tips for the process;

  1. Capture the true condition of the vehicle and any faults or damage at the point of sale
  2. Capture what is being supplied to the buyer
  3. Keep copies of vehicle adverts
  4. Keep records
  5. Seek customer feedback

For the full article and more detail on the Consumer Rights Act and the top tips please click here