How should it be done Mr. Suzuki?
Way of Life - way to go.
I am writing this as a customer of one Suzuki dealership in Jakarta: Jaya
Indah Group at Jalan Radio Dalam Raya No 125. I am writing this as a foreigner
who comes from Poland. I am writing this as a person who owned few other car brands
in my life before.
What brings my dissatisfaction to the boiling point is that the Suzuki
service does not care for customer. If they would every time experience would
be positive. I had over 20 visits to the service which eight of them were of a
regular maintenance (every 5 000 km ) during last 2.5 years.
I do realize that it might be difficult for service to communicate with
the Suzuki Ertiga owner when I am an foreigner and speak little Indonesian. On
the other side I am on time, ready to solve the technical matter and ready to
order and pay for the service or extra spare part.
What do I want?
I want the right service in accordance to the manual. I want the
technical expertise to be accurate. I want the professional responsibility
behind the job. I want the bright engineering before silly explanation or time
wasted received from dealership.
So what is the problem or issue?
SOP – standard operating procedure - shall be followed in accordance to
the art of service.
Trained personnel - in order to diagnose the root cause as well as
assess materials and skills needed to fix it.
Right sequence of operations - to prevent situation of a lock of spares
before job was started.
Anticipation of the customer needs – most of the time such approach results
in additional sales for the service.
Quality check – after service is done.
Clear communication – to bring the customer up to the situation.
Royalty of the customer commitment - satisfied customer brings value
added in the revenue and spreads a good word about people and the place.
Most of the time I was not
getting it. While observing
how they actually do the car service, how they act or try to fix a car I got
stresses every time because it looked like they really want to break the car
further instead of trying to repair it. Actually I had to stop them few times
before they went to the position that the whole day will be lost without reason
and who knows what they would break in addition on the way to try to fix the
real problem.
Conclusion:
Money spent is like a vote for service. I wish not to spend any more on
them. I got enough.
I have seen too much. I had my opinion based on the relevant situations. So now we move to different place but before I shall:
I have seen too much. I had my opinion based on the relevant situations. So now we move to different place but before I shall:
1) request an audit of the Suzuki Ertiga technical
state before warranty expires,
2) fix all the pending technical issues and send a
bill to the service that could not handle it,
3) apply to revoke an Suzuki authorization to the
particular service,
The bottom line:
A professional service when cooperates with customer shall bring joy and
happiness to both sides. A service creates additional value and revenue stream from
the satisfied customers. The negative case when the service place looses its
customer who will not only leave it out but actually prevent other possible and
future customers for coming in. The worse case is when customer dissatisfaction
turns into the systematic action to run after for its rights to the fullest.
Therefore Mr. Suzuki where are you now,
with your values and brand?
