Kwik Fit | Thursday 11th December 2014 3:00pm
Our Hatch End centre in North London is by all accounts one of our more modest centres specialising in tyre fitting, batteries, brakes and exhausts. But centre manager Errol Henry knows that size isn’t everything and the secret to keeping a regular stream of returning patrons is great customer service.
Errol would know, he’s one of our longest serving centre managers with 43 years’ experience in the industry, and it’s his enthusiasm to provide the best possible service that has kept customers coming back all these years. In fact, many of Errol’s customers today are the children and grandchildren of those who original visited his centre back in the 70’s.
So what keeps customers coming back? Errol believes communication is key. Keeping customers informed and explaining the work being carried out in simple terms creates loyal and content customers. And if for any reason there is going to be a delay in fitting a tyre or new brakes, Errol and his team will let the customer know. Errol’s honest approach has helped him to achieve one of the best customer service records in the capital.
Errol hasn’t always been based at Hatch End though and has worked at a number of tyre outlets throughout London including St John’s Wood, Putney, Wimbledon, Kingsbury and Wilmslow. But everywhere Errol works he takes with him his happy and helpful demeanour and it is testament to Errol’s relationship with the local community that has seen his loyal customers travelling 6 miles up the road from Kingsbury to the Hatch End centre where Errol has been based for the past 2 and a half years.
Errol’s secret is simple – take good care of your customers and they will take care of you. Errol regularly goes beyond the call of duty to ensure his customers are satisfied, whether it be cleaning the windscreen and filling the windscreen washer bottle, or driving home a customer who needs to leave their car in the centre overnight. By looking after his customers Errol and his team know they will have a customer for life, and maybe even generations to come!
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