by Joe Jeffrey
Bailey concentrates on providing even more emphasis on customer service aftercare courtesy of Project Aurora
In an age where competition is rife and customer service is key, it is rather important to bring your A game to the table when looking to stand out from the crowd – and for that matter sell caravans and motorhomes. And now it looks as though Bailey of Bristol, renowned for its quality customer service ethos, have done just that with the implementation of a series of new customer service initiatives to enhance owner satisfaction as part of the company’s Project Aurora Programme, including emphasis on a new retailer training scheme.
In spite of Bailey’s encouraging customer service performance, as is evident by the number of awards bestowed upon Bailey from within the leisure industry over the years, the company is, it says, appreciative that more can be done to further improve customer satisfaction in the future and has been taking active steps to do so. Consequently, in the event that customers experience a problem with their caravan or motorhome, the company is now in a much better position to support its Retailer Network to respond to any issues to minimise any possible inconvenience to the vehicle owner.
Central to this is a national Retailer Training Programme which will be hosted in a dedicated new in-house training centre over the coming months. The training courses cover a wide range of subjects for retailer service technicians aimed at familiarising them with Bailey products and enhancing their ability to undertake the more common repairs. To provide additional guidance in this area Bailey has also produced a series of ‘how to’ videos which are available for retailers to access and download from an on-line library.
Should more complex vehicle repair be required, such as that caused by storm or road accident damage, Bailey has commissioned a new eight-bay service centre at South Liberty Lane staffed by a team of fully qualified technicians to carry out this work. This facility is supplemented by a fully equipped rapid response vehicle which, where necessary, will attend to vehicles on retailer premises, storage facilities or even on customers’ driveways.
Commenting on this new investment managing director Nick Howard said: “Customers are generally accepting that from time to time there may be issues with a product, particularly one as complicated as a caravan or motorhome. Naturally our goal is to prevent these problems from occurring in the first place but if they do occur then it is vital that we, in conjunction with our retailer network and our supplier partners, respond to them as quickly and efficiently as possible”.
“We believe that these new customer service initiatives will allow us to do this more effectively as we look to enhance the overall enjoyment that our owners receive from their Bailey leisure vehicle” he added.
What do you think of Bailey’s new initiative? Let us know in the comments below.
