St Kilda Boat Sales - Buyer Feedback, were 'Excellent'
31 August 2011
Buyer Feedback, were 'Excellent'
We've proudly uploaded a copy of an email sent us by our Territory Manager at the Carsales Group (boatpoint.com.au & boatsales.com.au) regarding customer feedback to sales enquiries that have been lodged with our dealership / brokerage from the Boatsales and BoatPoint websites by either email or phone.
We beleive that a response should be received by the prospect/customer, no later than the next business day. Why should a buyer expect anything less'. Otherwise, they will simply go and elsewhere to buy. 'It shows a total lack of respect for the buyer and their precious enquiry, to treat them any differently', said Darren Finkelstein, Dealer Principal of St Kilda Boat Sales.
Read below, it makes us really proud.....
Subject: Pat On The Back
Date: 31/08/11
Time: 3.04pm
Hi Mate,
I just went over some of your customer survey results, while on average only 20% of people who enquire on product complete a survey questionnaire, you should be stoked because of those who responded all rated there experience dealing with you as “excellent” and additionally informed us that you had followed up with them within 2 hours..
Best to also keep in mind that people who respond to the questionaries only do so when they are either delighted or Pissed off....there is no halfway mark....however for you they respond because they are absolutely delighted.
Even better it’s the old adage, a customer who is delighted will tell 4 others and 1 who is pissed off will tell 10 others...
Best yet they all said they would recommend you to others and left comments such as “ dealers service was excellent”...
Keep up the good work mate.
Daniel Dean
Territory Manager Marine - VIC, TAS & SA - Carsales.com Ltd
Level 1, 109 Burwood Road, Hawthorn VIC 3122
M: 0412 864 701 D: 03 9093 8756 E: daniel.dean@carsales.com.au
P: 03 9093 8600 (Reception) F: 03 9093 8697
