Page 114 - Australasian Paint & Panel magazine Nov-Dec 2021

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BEST PRACTICE
PAINT&PANEL NOVEMBER / DECEMBER 2021 WWW.PAINTANDPANEL.COM.AU
BEST CUSTOMER EXPERIENCE
DSI PANELS
FOR A VOLUME CAR REPAIRER SUCH AS DSI TO HAVE A FIVE STAR GOOGLE RATING, YOU KNOW THEY MUST BE DOING MORE THAN THE ODD THING RIGHT BY THEIR CUSTOMERS.
DSI sends out surveys after every single job. Any survey that comes back and is not 100% gets sent to the Manager. The Manager then looks into what went wrong and contacts the customer personally to rectify or alleviate any customer concerns.
Compliments are shared with all the staff as they believe positive reinforce- ment is essential to building a better team. Any google / facebook reviews, whether positive or negative are re- sponded to. If positive, they are shared with the staff via email. If negative, they are also shared, however they are inves- tigated. As well as customer satisfaction reports via iBodyshop DSI also receives a customer satisfaction rating on a monthly Suncorp Scorecard Report.
Each and every car is washed, vacu- umed and disinfected. Eight handover pic- tures are taken of the vehicle outside their dedicated inspection / handover area. When the customer arrives, they come in to reception. The CSA greets the customer (generally by their name as they have or- ganised their Uber / Taxi) and the Man- ager or Estimator comes out to present the vehicle and go over the repairs. If request- ed, or it is warranted, DSI will invite the customer back inside to have a look at the whole process through the repair pictures.
DSI also interacts with its customer base via social media which is regularly updated. During Covid, they have offered contactless drop off and pick up and also a vehicle pick up & delivery service.
Owner Dave Iacobucci says: “We are lucky enough to have two of the best cus- tomer service advisors in the industry. Jac- qui and Anne came to us with extensive insurance and smash repair experience.
“Sometimes they’re too nice, as custom- ers tend to not want to leave – but that’s why they’re both so important to DSI.”
We don’t have space on this page for the customer reviews, but look them up for yourself and you’ll encounter some seriously delighted customers, often with names of DSI staff directly mentioned.
SPONSORED BY
er such as DSI to have a five F star Google rating, you know they must be doing more than
the odd thing right by their customers. DSI has two branches in Melbourne, a purpose-built facility in Croydon (5.0 rat- ing) and an extensively extended and ren-
ovated branch in Blackburn (4.7 rating).
ABOVE: David and Clarissa Iacobucc
RIGHT:
A stunning reception is a good start to the customer experience journey.
OR A VOLUME CAR REPAIR-
We’ll start with business presentation – and that’s top notch. The car emblem logo and branding is strong, profession- al and en pointe. The customer recep- tion at Croydon is spacious and down- right stunning with polished concrete floors throughout and a dedicated kid’s play area. Blackburn is also bright, styl- ish and comfortable having recently un- dergone a modern renovation.
But it’s the processes that go on be- hind the reception desks that contribute to the overall customer experience – however good the coffee is.
DSI asks the customer how they would like to be kept informed. Texts and emails are sent through iBodyshop so they are attached to the actual job. They update at a minimum every two days.
The CSA (Customer Service Advisor – yes take note most of Australia’s repair community, there are no ‘receptionists’ at DSI) can complete updates accurately as all the jobs are tracked live through- out the facility.