Dealer that goes the extra mile

[Heethers]

l have been on this forum for a couple of years and monitor it frequently, l have seen posts on this forum that have had trouble with their dealership, maybe with some good reason. Well this time l feel l must write and praise my own Dealership Leisure Sales.
l ordered a Bailey Unicorn Madrid on the 1st of September and had a build date for the 3rd of October which then changed by Bailey to the 17th of October so my October Holiday was cancelled, moved to the end of October. Everything was going fine they rang me to say the caravan had been loaded on the Transporter Friday the 21st of October to be delivered Monday the 24th which would give the dealership enough time to have the van ready for us to go away today. Monday came no van Tuesday came no van By this time the Dealer rang me to say it didn't look good has they hadn't a clue where the 3 vans were which they were supposed to receive on Monday from Bailey. Not accepting this the young sales guy at Leisure Sales Adam got off is bum and started to search for them, by Tuesday dinner he had located them at Baileys Depot in the Forest of Dean but had not give the Transport Company the details where to deliver them too. The dealership had them on a transporter to be delivered next day. Wednesday early morning, my van was in the workshop first thing where they GARDX it, Swapped my mover from l old van, fitted an external Sat point and PDI it for Thursday afternoon, so now we can go away this morning well done Leisure Sales l for one appreciate your efforts and deservedly sing your praises.
Regards
NigelH

 

[ProfJohnL]

Hello NIgel,
It is really pleasing to read of a customer that feels they have been served well by a company and you can now look forward to many great holidays. I am all in favour of recognising good service, and it is important as it encourages others to try and match or excede it.

The sad thing about it is that if you review your whole experience,then you have been badly let down by the manufacturer and the dealer has had to work harder than normal to try and recover the situation. Despite that praise for the dealer, I still think that based on your report the dealer could have been more proactive in chasing the delivery when it didn't arrive. You may consider this to be unfair, but the missed delivery has consequences for the dealer, as they have to reshuffle work loads and possibly cause overtime payments for teh workshops, not to mention the cost of arranging transport.

I have worked in industries where deliveries were time critical, both for suppliers to us and for us to our customers. Literally in some industries if a delivery is late, the customer is on the phone within minutes of the deadline. - Why wasn't your dealer chasing at least within hours rather than days.
There are occasions when the manufacture cannot be held responsible for delays, but to have three delays on one order that should be ringing alarm bells in Bristol.
There is always room for improvement, and based on the above there is a lot of room for improvement especially by the manufacturer. Customer is paramount, and why shouldn't you expect your supply chain to meet their own targets.