interview
Driven to deliver a better service By Kathryn Murray-Bruce
T
his week, I met with Michael Lang, Wimbledon Land Rover Service Centre Manager, to find out more about the services they offer and the team behind the success. “The biggest part of our business is servicing, although we also do MOTs. As an authorised Land Rover service centre, the majority of our customers are Land Rover owners, but we’ll attend to any make of car – they’re all the same under the bonnet!” “We also offer a reduced rate for non-Land Rover products along with a 20% labour discount for David Lloyd members.” Meeting Michael and the team, it’s obvious they have a great rapport and want to give their customers the best possible experience. “Our philosophy is simple: we like to treat whoever walks through the door the way we’d like to be treated. Unfortunately, a lot of garages don’t do that, which can make you feel uncomfortable. With us, there are no airs and graces.” said Michael. As a self-confessed car novice, who dreads the annual service and MOT merry-go-round, it’s refreshing to know that the team here speaks my language. Not only do they genuinely strive to create a welcoming environment, they also offer competitive price-matching and free collection and delivery anywhere in London. Speaking with Michael, it’s clear that the magic formula lies in their culture and size.
“It’s all about the customer experience, the personal touch. Probably 8 out of 10 customers that ring up – you will know their voice or be able to quickly identify them. You normally get to speak to the same person or someone who knows what’s happening with your car, which is very important. Unfortunately, with larger garages, things are generally colder because you have to go through more layers, which results in the loss of friendliness and banter.” As a testament to the quality of their end-to-end service, the team have been awarded Top 3 national ranking in the Land Rover Service Centre of the Year awards for the last 2 years. I know where I’ll be going for my next service. Wimbledon Land Rover Service Centre Ltd 020 8543 4321 www.wimbledon.landrover.co.uk darlingmagazine.co.uk | jun-aug 2013 19