Below is an email received from one of our customers yesterday, reprinted word for word along with our response to it. Although we get many thank you emails and cards for our service and our Satisfaction Survey shows at us hitting 96%, occasionally it’s nice to put one such report out there for potential new customers to see.
The email was headed First Class Service
F.A.O. Richard Baldwin.
Sir. Yet again I write to praise your service manager. I had a problem with the water heating system whilst on holiday in Harrogate. I phoned your service manager for advice and as I was within an hour of your establishment, he suggested I bring the vehicle to the workshop on Friday morning at 08:30. I arrived early and he was waiting for me. He assessed the problem and within ten minutes fixed it. He also changed a catch within the van at no cost to me.
I had visions of waiting for hours for the job to be sorted out, but fifteen minutes after arriving I was on my way home. A truly exceptional service by an exceptional member of your staff. I would have absolutely no hesitation in recommending your company to anyone looking for outstanding service.
Thank you.
Brian Coull
South Ayrshire
Scotland.
Our response
Hi Brian, good to hear from you, I hope you and Sharon are keeping well.
Thanks for taking the time to send this email, I’ve copied Richard Prince in on this response so that he sees your kind comments and mine too.
Richard is an absolute credit to our company and we are very proud to have him, it’s good for us and him to hear that his service is recognised and appreciated, both by his management team, but more importantly by customers alike
We hope to speak with / meet up with you again soon
Kind regards
Gary Morgan
Managing Partner
PS – Brian would you mind if we used your comments in our marketing online ?
Thank you to Richard Baldwin Motorhomes and to Gary Morgan in particular for excellent, kind and considerate dealings with us in purchasing our motorhome from us. Sadly my husband and I are no longer able to enjoy motorcaravan holiday due to disabilities but we have many very happy memories and these are undimmed because the experience of parting with our last motorcaravan has been greatly eased by the treatment we have received from this company. We hope that our motorhome will give others a great deal of happy opportunities in the future.
Hi John & Pamela, thank so much for your message. Richard arrived back at the dealership safely just after 5.00 pm and believe it or not, we had an interested party on the motorhome between him landing and us closing at 5.30 pm. So we might find that it gets sold incredibly quickly as most of them are doing these days. It was a pleasure to conduct business with you both, for me, very reminiscent of how things used to be done and how they should be done, polite and professional. Take care and best wishes Gm
Dear Gary – thank you for letting us know. It is very pleasing that someone is already interested. I agree that the whole process was a pleasure and if ever in the future I revisit the world of motor homing I will certainly be in touch. Very best wishes – Pamela