Posts Tagged ‘Auto Club’
Treat me like a valued customer and I’ll stick around…
Customer loyalty is really important in today’s world. There have been numerous studies done on the cost to source new customers versus the cost to keep the ones you have, and the results are ALWAYS that keeping customers is easier and more profitable. That makes sense, so why is it so difficult to do?
There is a reason I (and thus my family) have been a member customer of AAA for over eighteen years. Way back when, we were brought to the company by a family friend who was an agent in Porterville California. Duane was a guy we went to Church with, that my wife knew since birth, and he took care of us as family. It’s easy, or easier, when you are a friend or family member, but we left California shortly after that and have lived in four or five places since. Oddly enough, every interaction except one over eighteen years has been a good one. The one that wasn’t was more about a phone agent who didn’t know the rules in the state we were in, as she was in another one. The service after we got that runaround was timely, well mannered and accurate, as expected.
Whenever I call, I am thanked for my years of being a customer. I think that’s cool, and more so because, well, I write things like this about serving customers, and IT MATTERS to me as a customer. I like that they recognize I’ve stuck with them. Hopefully my rates reflect that, too. I’ve never checked… hmmmm.
A few weeks ago, my eldest child was involved in a mutual backing parking lot kiss. He was, a bit freaked out, as every driver in their first (however minor) fender bender is. He called and was doing everything he should have, and to make matters worse, the other driver just left, not wanting to exchange the pertinent information (which, by the way, is technically hit-and-run in Texas… but that’s another story.)
His little endeavor has exposed me to another insurance company – I won’t mention any names, but there’s this little green gecko that is on TV… Well, that company’s adjustor and agent have been flat out rude, in writing and in person. Amazingly so. Suffice it to say I will never entertain their services if I ever am in the market for insurance. Ever. Read the rest of this entry »
Tags: AAA, Auto Club, customer service, service, Service Experiences