Most of us have purchased something and been asked to complete a customer experience survey afterwards.
Here at Toromont Cat, we often reach out to customers to ask for feedback about how to improve our service in the future, and to make sure their needs have been met.
But what happens when you provide that information?
Hitting a home run on customer service
When a customer rates our service with a 9 (out of 10) or higher, we know we’ve done a good job.
But we don’t just pat ourselves on the back – we carefully comb through any positive feedback to better understand the real-time needs of customers. We also give credit where credit is due! If a Toromont employee is mentioned by name, we give special recognition to them for delivering an outstanding experiences and let them know “You’re Appreciated!”.Our aim is to develop a tight knit business relationship with our customers, going beyond simply supplying quality machines, parts and service and cultivating a business partnership uniquely tailored to their needs.
We meticulously study every high scoring customer experience and use that data to continually evolve our service in positive ways.
Striving for Perfection
A score of 8 out of 10 might get you on the honor roll in high school, but for us it means that there were hiccups in the customer experience.
So what happens next?
Because an 8 indicates that we haven’t fully met a customer’s expectations, its appearance in a survey triggers a number of responses.
First, our customer experience team reaches out to the branch associated with the transaction. There, a supervisor or manager will contact a customer personally to better understand where we fell short and why the customer felt like his or her expectations weren’t met.
The next step is making things right. Our team works with the customer to find a resolution to their concerns.
The entire process is recorded by our customer experience team to make sure we follow up on all negative feedback in a timely manner to make things right with our customers.
Unique Customers - Unique Needs
Not all customers have the same expectations, so getting feedback is a great way for us to get to know more about their business, and how they operate.
When our customers speak, we listen.
For example, we recently had a mid-sized customer in the construction industry bring a machine into one of our shops for minor repairs. The customer requested regular updates, sent daily via text, and scheduled a once a week call with one of our experts to talk through the repair process in detail. Meanwhile, another client with a similar-sized business requested a simple email once a week for a bird’s eye view recap of the repairs.
In both cases, the customer dictated how best to serve them, and we were happy to oblige.
That operational agility and willingness to go the extra mile is what makes our industry-leading service so special.
A Quick Note on Data Privacy
We take data privacy seriously. All customer information and feedback is treated with the utmost care and confidentiality.
Click here to learn more about our Toromont Cat Privacy Policy.
Have feedback on our service? We’re listening!
