Today, I'm reflecting on the crucial importance of not just making promises, but also ensuring they are followed through with the customer at the forefront of every action. Recently, my Kia Australia Pty Ltd serviced and warrantied car encountered a significant engine fault, diagnosed in 5 minutes by The NRMA and towed to Kia for repairs. After more than several calls over a couple of days, I was informed by the kind case worker that my car won't even be assessed for 2 weeks before repair authorisation. Moreover, a loan car won't be available for approximately 2-3 months from the dealer pending approval from Kia Australia Pty Ltd or from Kia themselves until the repair is authorised. This translates to being without any car for a minimum of 2 weeks, possibly longer, and in a 1 car household (for environmental reasons), with kids, that's a problem. Lets not forget the time it might actually take to repair the actual issue and get my car back. What this means is that in theory, the warranty is in place, but in practice, the true value of that promise, and the peace of mind it commits to is brought into question. The lesson here is clear, promises must be honored both in word and in spirit to maintain customer loyalty and trust. If you commit to something, you commit 100% - don't caveat or place conditions on it. If you do you put your personal and professional brand at risk and in my case, a loyal customer of more than 8 years might just look elsewhere.
Sharon H.
1mo
A good reminder Amean, such a shame you've been having issues. Hope it works out in the end.
Rakesh Sharma
1mo
Well said Amran
Head of Regional Development
1moMoney talks, go the Porsche…