We heard the news: Tesla and Chrysler had to issue product recalls on their automobiles. While such recalls is nothing new, this is also a good opportunity for us to discuss their differing philosophies in customer service, not to mention how it can affect customer perception and the future of our IT sales leads campaign. After all, how you treat your customers after the sales can have a huge impact on your lead generation efforts in the future.
So let us start first with Chrysler. Remember how stubborn it was (despite the investigation and subsequent government order) in not recalling its Jeeps? Well, because of the increasingly negative public opinion, the car manufacturer reluctantly offered a limited recall for a third of its sold cars. You can expect a lot of still-dissatisfied people, which will no doubt affect their marketing efforts in the future.
Tesla, on the other hand, was quick to identify a flaw in their cars (before customers started complaining), and issued recall on all the cars in question. They even went as far as bring a flatbed to collect the cars and leave a loaner for the meantime. Now that is some customer service.
Sure, the size of these companies did play a role in the way they acted on the recall, but it gives us a good idea on how to maintain a good business relationship with our customers. Take note, an appointment setting campaign can be affected by the public perception of your brand. If it is good, lucky for you; if not, well, you have to do some real damage control with your sales and telemarketing then.
Happy past customers make for receptive B2B leads in the future.