"We can extend the strength of your brand"
In this ultra-tough competitive market every part of your customer’s experience with your brand is on probation – including the after sales experience.
Consider this:
- Your image is right
- Your marketing is spot on
- Your staff are fully trained and on the ball
- Your product is great
- Your after-sales service is……?
What does your current after-sales service say about your brand?
Our aim is to become an extension of your brand by totally systemizing the after-sales service experience.
Our promise to you is twofold –
- 24/100-peace of mind. This means we will guarantee to be in touch with your customer within 24 hours. We are committed to 100% reliability, 100% quality of repairs and thereby providing total peace of mind.
- White-collar professionalism. If your after sales technician is not neat and presentable, if his/her vehicle is old and run down. If he/she is rude to your customer and, worse, criticises your product while in the home, your brand is at risk. All of The Leather Doctor technicians are specifically chosen for their ability to not just provide a great repair but more importantly – to provide great presentation and white-collar service.
How do we improve the after-sales experience? Here’s how:
Presentation
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- The Leather Doctor vehicles are all clean, late model vans (remember we’re an extension of your brand).
- All Leather Doctors wear the same distinctive uniforms. We’ve chosen a certain style because it makes our technicians feel more professional. When they feel more professional they act more professional. (See above picture)
- When a Leather Doctor enters your customer’s home he takes his shoes off before going inside.
Risk elimination
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- Our vehicles are equipped to pick up and deliver any product requiring out-of-home repairs. By eliminating the need for a third party transport we eliminate the risk of more damage, more delays and ultimately more costs.
Communication
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- A Leather Doctor knows when he’s in your customer’s home he’s there to reassure your customer that the problem will be resolved – properly and fast. He also knows to talk UP the quality of the product and to talk DOWN the seriousness of the repair – no matter how serious.
- Sometimes the customer is wrong – plain and simple. All Leather Doctors are trained to be carefully intuitive. To look for clues that might conflict with the customer’s claims. In other words we want to make sure you aren’t going to be paying for something that isn’t the fault of the product. This requires tact and it’s something all Leather Doctors are prepared for.
Reporting
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- All Leather Doctors use the exact same reporting forms. This specially-designed single-page form has been designed to be easy to read, brief, but detailed. It provides you with all the information you need that’s essential to quick decision-making, saving you valuable time.
- All Leather Doctors carry digital cameras and can provide immediate information if needed.
Guaranteed
If you’re not completely impressed with our service don’t pay. Simple as that. Put us to the test today. Call 1300-4-LEATHER to arrange a time to discuss prices and how we can extend your brand.
