If you are lucky you don’t have accidents so you don’t have to take your car to the panel beaters very often.
Do you remember what a pain getting you car fixed after an accident was a few years ago?
First of all you had to fill out a claim form and send it off to the Insurance Company and then phone them talk to about all the stuff you’d missed. Then you had to arrange to take the car to a couple of assessment places to get quotes. Then, if you got a replacement car, the one you got would be a bomb for which you had to pay an exorbitant daily rate for insurance (coz the only other way to do it was to rely on your partner to cart you around and that soon fractured your domestic arrangements!).
All in all it was a real hassle.
Well the wonderful RACV Insurance Company in Melbourne obviously decided to take the pain out of the whole process and make it easy.
In fact I think they’ve read Jan Carlzon’s book from many years ago in which he talked about those “Moments of Truth” where interactions happen between a company and clients.
RACV obviously decided to look at interactions and make them easy for everybody. It meant taking the time to get a great customer service system. There is that word again ‘system’ but once you get the system you’ve got it forever and you reap the rewards.
So what happens now when you make a claim?
Well, it’s very simple; all you do is phone the company to explain what happened… it takes about 10 minutes. And then they organise a time for you to take the car to a panel beater for assessment.
The panel beater assesses the damage and obviously is empowered to proceed so they book a date that is convenient for you to have the work done.
When that day comes you drive to the panel beaters, drop your car off and they’ve organised a cab to take you to Hertz where your replacement car is ready and waiting. They do it exactly right with no hassles or problems. It’s called seamlessly.
The panel beaters keep you informed of progress and that of course means that you are confident your car will be ready when they promised. At the time they promised you get a phone call to tell you your car is ready.
So you drive the replacement car back to Hertz and they have organised a cab to take you back to the panel beaters.
And waiting there is your car beautifully repaired, looking pristine and brand spanking new, all evidence of that horrible incident having been beaten out of it!
How good is that?
They hand you your keys, thank you for your business and you’re away.
No hassles no problems… it all just happened seamlessly and smoothly.
I am gobsmacked and I’m going to tell everybody about my sensational experience. I’m going to become an advocate, no better still, I’m going to become an evangelist! I’ll tell my friends (and even people I don’t know!) how good RACV Insurance is and what they did that impressed me so much. Best of all, they’ve locked me in as a client for life. I’ll never go anywhere else.
They thought through every step of the way to make sure that every moment of truth was easy, painless and impressive.
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