How the “Thank You Economy” is like PGI.
The consumer is changing and how we treat the consumer has become even more important than ever. There was a day when family would pack up the family and go car shopping at their local dealership. They would know the salesmen, the manager and the service department. They would tell their relatives about how much they enjoyed the experience or how they should not go there. Customer service not only meant taking care of the current consumer but also making sure that the word of mouth from them was positive. Know the consumer’s feelings are not only something shared with family or something shared with their friends, it is something that is shared with online communities, online blogging and online review sites. Managing those customer relationships is a large part of what companies need to do to make sure the word about their business is not poorly represented to the mass of people. Responding to those comments that may be unpleasant as well as praising those comments that are pleasant shows that the business cares about their customers and is actively taking steps to ensure their customers are happy and they care about them. The most productive client is the repeat and a close second is the referral. Making sure to manage customer’s relationships is important to ensuring a profitable business.
PGI has worked hard to ensure that customer service is first. Customers know that when PGI is at the dealership the job will get done and the work will be right. Rather than dismiss negative comments or concerns, PGI addresses them and works on providing a solution that will not only make the customer happy, but also ensures PGI reputation as a company. When an issue arises not only does PGI correct the issue, they make the adjustments to make sure that issue does not happen again. Providing excellent customer support as well as customer service ensures PGI will be at the top of their field for years to come. It’s the pride that people take in being the best, the pride that people take in having their name represented in a good fashion that keeps the motor running and the company excelling.
Jason Niles
PGI Operations manager
