Keeping Customers Happy?

[mc_blue]

Good morning everyone,

Can I have your opinion on the following please? Basically we attend to many vehicles in the week (up to 10) which either have 'key faults' or 'keys locked in car'. As you would appreciate with many cars, they happen to be deadlocked or the alarm/immobiliser has to be reset. Now, for this we have a vehicle locksmith on hand. Although I've got no complaints about the service I'm very surprised by their attitude. Essentially, no Christmas card and then to make it worse I needed a couple of keys cut for a filing cabinet cut and they charged me £2.30 for a set! Considering on a good week our referrals may generate up to £750 revenue for this particular company I must admit to finding the owner's behaviour to be quite disappointing.

This contrasts starkly with a local tyre supplier who is offering us tyres for our fleet at heavily reduced rates.

Am I just being over-sensitive or do you think that the aforementioned business' conduct is rude?

Cheers

[mc_blue]

Thanks for the prompt replies. What I'm going to consider is putting into practice a commission system - i.e. we take a cut of the invoiced amount. I think it's only fair because we offer concessions to companies to bring fuel drains back etc. The other thing is - it isn't like they're the only vehicle locksmiths in Birmingham. I think most firms would be interested in a deal worth potentially hundreds of pounds per week.

The Christmas cards bit was just an example - I wasn't too concerned about that one - just another observation.

Edited by mc_blue on Thursday 25th January 14:24

[mc_blue]

They've got the one van - and we did that at almost cost price as a favour (knocked a good £100 off the bill if I recall). I think they are reasonably good but to be fair it is a very competitive market and I'm sure the dealership networks etc will be able to assist. I think the best thing to do is probably call them and arrange an informal meeting.

Thank you for all your feedback thus far.

[mc_blue]

ipsg.glf said:

mc_blue said:

Thanks for the prompt replies. What I'm going to consider is putting into practice a commission system - i.e. we take a cut of the invoiced amount. I think it's only fair because we offer concessions to companies to bring fuel drains back etc. The other thing is - it isn't like they're the only vehicle locksmiths in Birmingham. I think most firms would be interested in a deal worth potentially hundreds of pounds per week.

The Christmas cards bit was just an example - I wasn't too concerned about that one - just another observation.

Edited by mc_blue on Thursday 25th January 14:24

Let me understand this correctly. People approach you when they have a difficulty. You then pont them in this other firms direction. Is that right?

Yes essentially if it is not possible to get into the vehicle (either through causing damage or due to immobiliser/alarm faults) a vehicle locksmith is necessary to assist in the matter. Obviously, if you act as a referrer the customer is getting a better deal because they offer a partially subsidised cost and are a reputable firm.

[mc_blue]

glassman said:

How much would the new set have cost otherwise?

They're normal keys for a filing cabinet - so we paid the 'full' amount. It just irritated me somewhat.

[mc_blue]

Thanks for all the advice and suggestions so far - especially ipsg.glf.

Cheers

[mc_blue]

Tesla said:

If you are generating around £3000 a month for this other company then perhaps you should consider bringing the lock-smith service in-house, offering it yourselves?

Inded that's something for the future - looking at mobile tyre fitting too.