Page 108 - Australian Paint & Panel Nov-Dec 2020

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BEST PRACTICE AWARDS
PAINT&PANEL NOVEMBER / DECEMBER 2020 WWW.PAINTANDPANEL.COM.AU
BEST CUSTOMER EXPERIENCE
M1 AUTOBODY, GEELONG, VIC
THERE’S GOOD CUSTOMER SERVICE, THERE’S GREAT CUSTOMER SERVICE AND THEN THERE’S CUSTOMER SERVICE RUGGERI STYLE.
best practice award and T the competition is fierce. There were some fabulous contenders this year but M1 Autobody in Geelong, Victoria really stood out. This shop was built to woo Mercedes-Benz and totally succeeded. We encountered Pete and Dianne Ruggeri in their previ- ous business – now run by the kids and witnessed first hand the uncompromis- ing attention to detail, excellence in re- pairs and soothing customer environ- ment. They have recreated this – albeit in corporate Mercedes-Benz silver and as usual are kicking it out of the park in terms of customer satisfaction. They keep customers informed via iBodyshop
by phone, SMS and email.
As you might expect, Mercedes-Benz
keep an eagle eye on independents to ensure the brand experience is a good one for clients. According to the compa- ny customer satisfaction survey the Ruggeris sit at 99.76%. If there’s any cus- tomer concern it is addressed and quick- ly rectified. The couple receive many compliments and thank each person for their message.
Word of mouth is great but the Rugg- eris have also advertised on local busses and they sponsor several events and clubs in Geelong.
Before handover all vehicles have a fi- nal inspection by Pete. At handover in the dedicated undercover area, he goes
HE BEST CUSTOMER EXPE-
over repairs, showing all documentation of parts, sublets and processes to the customer. He talks about any concerns the customer might have, says to call if there are any questions. A gift pack is then presented to the customer.
A choir of heavenly angels probably starts singing as Peter says: “if you get any scratches or stone chips please pop in as we may be able to rectify at no cost”? And of course, customers will get a top notch cappuccino while they wait.
Dianne said: “We’ve had 100% satis- faction in the last 12 months except from one client who came in on Christ- mas eve 2019 for a quote. Our team had just started their holiday break, and there was a delay with our delivery of parts. We were unable to get her car in for repairs until mid-January and she deemed that too long to wait.
“Since Covid-19 hit us, we have been carrying out contactless, pick up and de- livery from customers’ homes. We have gone so far as to take two trains to Mel- bourne, pick up a hire car and then drive another hour to the customers’ home at Black Rock to collect their vehicle. Then done the reverse. We basically lost an employee for a full day each way. We do whatever it takes to make a client happy. We have driven to Melbourne on a Sun- day morning to quote a vehicle for anoth- er client who couldn’t make it to Geelong. I have loaned my personal vehicle to a client in need, when our one loan car was already out. Our customers are every- thing to us.”
Last year was M1’s first as a Mercedes- Benz Repairer and they took out the Na- tional Excellence in Customer Service award. Enough said?
rience is the most entered
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ABOVE: Dianne Ruggeri and the customer area at M1 combine to inspire confidence and trust.