Lexus濱江廠的休息室-不推薦濱江廠 - 保養
By Caitlin
at 2018-06-08T12:17
at 2018-06-08T12:17
Table of Contents
我是覺得,這就是會不會變通的問題
公司的規定當然是:車子已經太多了,預約才能進來
但規定是死的,人是活的。
今天身為一個車主,看到Lexus最近一直宣傳改裝後的濱江廠有多屌,當然會想去看看。
就公司的SOP來說,接待請菲神離開應該是正確的,但重點在於「態度」。
我之前有一次,開著RX出門,一直覺得有一個異音很惱人,前一次保養也沒處理好,回家
的路上剛好會經過我常去的保養廠,心血來潮就想說順便進去請他們幫我抓異音,一進去
,跟接待說明來意,他很客氣的跟我說:不好意思,我們今天車子真的很多,可能沒辦法
幫到您,要不要預約另一個時間呢?
又另一次,我的車回廠鈑金,工期要一個禮拜,我送去的隔天發現社區大門的遙控放在車
上,開著業務借我的Alphard 代步車直接衝進去找我的專員帶我去車上拿我的遙控,他們
也是很客氣的接待我,還幫我把車移成適合離場的方向,走之前還問我要不要喝一杯咖啡
再走,我覺得這才是Lexus服務廠給人家真正的感覺。
也許,當天那個接待可以跟菲神說:不好意思,今天真的沒辦法為您安排出位子,我現在
幫您預定個時間,屆時再歡迎您的蒞臨,這是我的名片。
這樣不就圓滿解決?
當然我可以理解接待,肯定想說:你又不是來給我賺業績的,我鳥你開什麼車來?問題是
,身為公司的一員,為整個公司建立形象、維護形象、服務客戶本來就是職責,更何況眼
前的這位可稱得上是VIP耶!
做生意,實力重要,感覺也很重要,我覺得這次事件真的就是一個對於一個強調「服務」
的品牌在行銷這個訴求上的一個缺陷。
--
公司的規定當然是:車子已經太多了,預約才能進來
但規定是死的,人是活的。
今天身為一個車主,看到Lexus最近一直宣傳改裝後的濱江廠有多屌,當然會想去看看。
就公司的SOP來說,接待請菲神離開應該是正確的,但重點在於「態度」。
我之前有一次,開著RX出門,一直覺得有一個異音很惱人,前一次保養也沒處理好,回家
的路上剛好會經過我常去的保養廠,心血來潮就想說順便進去請他們幫我抓異音,一進去
,跟接待說明來意,他很客氣的跟我說:不好意思,我們今天車子真的很多,可能沒辦法
幫到您,要不要預約另一個時間呢?
又另一次,我的車回廠鈑金,工期要一個禮拜,我送去的隔天發現社區大門的遙控放在車
上,開著業務借我的Alphard 代步車直接衝進去找我的專員帶我去車上拿我的遙控,他們
也是很客氣的接待我,還幫我把車移成適合離場的方向,走之前還問我要不要喝一杯咖啡
再走,我覺得這才是Lexus服務廠給人家真正的感覺。
也許,當天那個接待可以跟菲神說:不好意思,今天真的沒辦法為您安排出位子,我現在
幫您預定個時間,屆時再歡迎您的蒞臨,這是我的名片。
這樣不就圓滿解決?
當然我可以理解接待,肯定想說:你又不是來給我賺業績的,我鳥你開什麼車來?問題是
,身為公司的一員,為整個公司建立形象、維護形象、服務客戶本來就是職責,更何況眼
前的這位可稱得上是VIP耶!
做生意,實力重要,感覺也很重要,我覺得這次事件真的就是一個對於一個強調「服務」
的品牌在行銷這個訴求上的一個缺陷。
--
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