I often write about frustrations with customer services, particularly when the delivery is so much poorer than the expectation and most notably with large companies.
Last week I experienced the opposite: fantastic customer service from an unexpected source. My car was due an MOT. For those outside of the
Most people dread the annual MOT test. If you know little about cars, it always seems like an opportunity for a garage to point out all of the things that are wrong with your car, and tell you how much it will cost to fix. Last year I got my MOT done close to home and the company that did it sent me a postcard to remind me that the inspection was due again.
I called up to arrange to get the test done. I was dealt with promptly and with courtesy. The test would take an hour and when I dropped the car off I was welcomed by name and asked if I wanted to wait. If not, I would have been offered a lift to anywhere locally.
I know nothing about cars, other than how to drive one, but during the test the staff provided some feedback on what was taking place from the waiting room, where there was also a digital read out in plain English of the tests that were taking place. The staff explained what would happen if the car failed and what I would need to do. There was complimentary coffee and tea available as well as a quiet zone in which I could work. The test was completed on time and the car even passed.
MOT test centres have had a bad reputation for being unfriendly, non-transparent and poorly staffed. Nothing could have been less true of this place. Someone had gone to the trouble of thinking about all the little things that would add up to making this a good customer experience.
It came as little surprise to find out the company was expanding in the area. Good luck to them. I could go to any one of a dozen places to get this done but the effort put in by the people, along with the consideration to their customers will guarantee that I return.
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