Our friend Chuck sent us an interesting presentation this morning, that serves as a reminder and as validation for why we are so adamant about doing things the right way… every time. When it comes to caring for the customer, our conviction is well known: if it’s not perfect – it’s not leaving. But even beyond sticky catch-phrases, we believe that the customer experience radically affects the likelihood of repeat business, which in turn is a key indicator as to whether we will be in business tomorrow.
Here are some interesting facts:
FACT: 68% of customers look for someone else to serve them because they perceive that you are indifferent to them. Nylund’s knows each customer – not only by their car, but by their names. From the front office to the paint booth, we take ownership of the relationship we develop with our customers.
FACT: 93% of adult Americans said that a company’s reputation for honesty and fairness is extremely important to them. At Nylund’s, we are always honest with both the customers, as well as with the insurance companies we engage every day. It is this integrity and consistent fair handling of every customer’s case that has earned us the Denver’s A-List “Best Body Shop” award for five years in a row.
FACT: The ease and number of customer complaints online has more than doubled every year since the advent of social media. At Nylund’s we are very proud of the fact that we have a five-star presence across all online review sites. We are humbled by the kind things our customers say about our service.
FACT: 80% of companies believe that they deliver a superior customer experience, but only 8% of their customers agree. Nylund’s Collision Center is always striving to improve the customer experience – never willing to be content with what is. Our passionate pursuit of excellence directly translates into the huge percentage of repeat customers that we see coming to us.
FACT: The ownership and staff of Nylund’s Collision Center love our guests, our community, and our job helping restore beauty after accidents. To us, customer service is more than a department. It is the air that we breathe, and the lifeblood of our existence.
How may we serve you today?