Customers on the whole are becoming more demanding, not only in relation to the quality of the product, which is often taken for granted, but their expectations in relation to how problems are resolved is often very high and on occasions unrealistic.

Companies such as Marks and Spencer and Tesco have raised customer expectations, if the goods purchased are not to the customer’s satisfaction, or if the customer simply changes his/her mind, then they expect to receive a refund.

This has led to customers developing a misunderstanding of their statutory rights, customers are not statutorily entitled to refunds if they change their mind following the purchase.

The combination of these and other issues has resulted in a sharp increase in complaints relating to the transport sector over recent years.

In August 2005 the Office of Fair Trading recorded 35,007 complaints from the transport sector[1]. In the period between January 2006 and December 2006, Consumer Direct recorded 123,663 complaints relating to the Transport sector[2] the vast majority of these complaints related to the Motor Vehicle Industry.

Unrealistic customer expectation can stall the negotiation process.

However the manner in which complaints are dealt with by the Motor Industry varies significantly. The failure by the industry to deal with complaints efficiently and to fulfil on promises often leads to customers ‘losing faith with the vehicle’, which can actually mean they have lost faith with the dealership to be able to deal with the problem efficiently.

It is vitally important that your business deals with any complaints as quickly as possible, if you wish to retain customer goodwill. Also problems should be resolved quickly due potential losses incurred as a result of vehicle depreciation.

RML operates on a subscription basis and we encourage our members to contact our helpline as early as possible. With ‘grass roots’ industry experience we appreciate that lengthy litigation is on the whole unproductive. However we are also aware that on occasion’s litigation is a necessary last resort. When required RML will pragmatically and professionally guide you through the litigation process.

finally by providing your sales team with access to RML the pressure of responding to customer's letters is removed from your team. It also ensures that the letter your customer receives is professionally drafted protecting and promoting your business.

 


[1]

http://www.oft.gov.uk/shared_oft/stats/trends65.pdf

[2]

http://www.oft.gov.uk/shared_oft/annual_report/438243/hc532f.pdf