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ANOTHER Word Of Thanks From Our Customers
Wednesday 23rd November 2016
ANOTHER Word Of Thanks From Our Customers
From: John Michael Taylor
Sent: 11 November 2016 19:49
To: Sheffield Service
Subject: Amazing customer service
I feel it vitally important that I should recognise and applaud the extremely high level of customer service I have received from everyone I have encountered at the Sheffield depot since first visiting, after ordering our first motorhome at the NEC show in October 2015. This includes the mechanic who very politely asked me not to park my motorhome where I was heading, as it would make access for the lorry being put into the nearby bay very tricky. However, he went one step further by opening the entrance gate wider and directing me into a space next it. Then, as the motorhome is our sole vehicle, I was intending to catch two buses home to Wickersley after bringing it in for some investigative work, when I was provided with a lift by an employee who insisted on taking me to my front door when I was intending to walk from wherever it was most convenient for him to drop me off.
However my two outstanding employees have got to be Rick Newton and Ryan Smith. Rick has worked tirelessly for me for the entire duration of my association with Sherwood. He tackled Fiat on numerous occasions about the extended warranty they were reported, in the motorhome press, to be offering with cover up to 5 years, when no one in the industry appeared to know anything about it. He was 'like a dog with a bone' until he finally got the details and the paperwork to allow us to purchase this through your company when we took delivery of our vehicle, in March this year. Since then he has liaised with me whenever I had any questions and has played a key role in getting Fiat to agree to provide a new 'header unit' to attempt to resolve an intermittent fault we have experienced with the reversing camera.
Ryan has been a real star for us. He undertook the Fiat upgrade to allow visibility of the speedometer when using driving lights rather than having to guess at the speed under certain weather conditions. This was without an appointment as I had only called in to enquire if this was available. However, since I reported an intermittent fault on the reversing camera, he has excelled in the quality of customer service he has delivered. He has frequently liaised with me via text messages or phone conversations to ensure he would need the least amount of time with the vehicle when he undertook the remedial work. Today, he fitted the new 'header unit' that Fiat had supplied from Italy and took less than an hour. Expecting such a job to take anything up to 2 hours I had a walk down to Morrisons, rather than sitting in the Service Reception, as it was such a beautiful autumnal day. As I set off to walk back to Sherwood, a van was driving down through the Advanced Science Park when the driver shouted across to me "wait there and I'll turn round and pick you up". It was Ryan who came down towards Morrisons to collect me, as he had completed the work. I was utterly amazed at this thoughtful and outstanding piece of customer service. When we got back to Sherwood he demonstrated the work and then carried out a few 'tweaks' to get everything back to the settings I had on the original unit.
I cannot bestow sufficient praise on all the employees I have met in the past year. I have just indicated a few of the experiences to illustrate why I never stop singing the praises of Sherwood to whoever I can, especially the motorhome dealer from whom the vehicle was purchased. I only wish your team could demonstrate to the motorhome industry and our supplying dealer in particular, what customer service really involves and what to do to ensure you are going to gain repeat custom.
Thank you again for such an outstanding team
John (Mike) Taylor