In the continuing tough economic times of 2010, creating more value for customers continues to be key. Customers are looking to get more for every dollar they spend and have come to expect it in everything they purchase including auto repair. Crown Collision continues their ‘commitment to the customer’ by finding ways to give each customer more for their money.
To answer that call, Crown consistently offers additional services free of charge to customers including extra detailing for their vehicles, touch-up of small knicks and chips, buffing of dull and scratched areas, checking of tire pressure and fluids along with pick-up and delivery of vehicles for customers.
We think ‘going the extra mile’ in these difficult times exemplifies what our company is all about. Taking the extra time to ensure customers’ needs and expectations are thoroughly understood and delivering service which exceeds their expectations is an objective that we continually are focused on meeting with each and every customer we have the privilege of working with.
Once again, in 2010 we have seen a large number (upwards of 30%) repeat customers which speak directly to our ability to delight and deliver upon the promise of superior customer service and exceptional quality auto repair. The fact that customers are delighted with their previous experiences and continue to return to Crown Collision for all of their auto body needs correlates directly to the level of satisfaction with their customer service experience and the result of delivering outstanding, quality auto body repair. Customers continually say, “Why would I take my car anywhere else, they do a great job and deliver on every commitment”.
One of the ways Crown ensures delivery on that promise is to retain skilled, exceptional craftsman. We offer continuing education opportunities and spend a significant amount of time making sure every employee understands and lives by the pledge to exceptional quality auto repair. Craftsmen in our body and paint department have been with us on average more than six of our seven years in business and on average have more than 25 years experience in the industry.
That retention of qualified and well-trained resources allows us to once again achieve an outstanding 2010 Customer Service Index of 98.9% which continues to be one of the best in Arizona. In nine of the twelve months last year, customers’ responded to the quality survey resulting in a perfect score of 100%. In the three remaining months, we received only two customer complaints, which indicates a continuing trend from previous years. Crown has worked diligently to resolve each complaint to the customers’ satisfaction.
Producing high-quality auto repairs, offering exceptional customer service and retaining skilled, experienced craftsman is what Crown has dedicated itself to since opening in June, 2003. We continue to demonstrate our ability and commitment to that pledge and are always looking for new and innovative ways to enhance our service offerings.
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