Greentrees Aftercare Even better... Fact!

Every company likes to know they are getting better at what they do and no just staying the same or worse, going backwards.

So as a part of the ongoing analysis we take from customer surveys, independent bodies, and feedback from our customers and staff, we at Greentrees CaravanStore monitor very closely the data we get back from all quarters on how our Aftercare is meeting our customers expectations.

This is was no exception and we are very proud to report that in all areas of our Aftercare Service side we have significantly improved our service to our customers. The data is measured in an number of ways from how long the job took to be done, was the problem solved first time, to what quality our service or warranty work was done to.

For the first quarter of 2014 the stats are pretty good reading. A good indication is how many call-outs our technicians get over the Easter weekend. We are the Only dealer in the UK to offer round the clock bank Holiday technical assistance to our customers within our mbl service area FREE OF CHARGE. Usually we receive around 8-10 call-outs from customers either with simple operating problems to major system failures – in 2014 we received only 2!!. This demonstrates that our quality of work and quality of PDI (Pre Delivery Inspection) is up to scratch and our salesman’s explanatory handovers are detailed enough so customers understand the caravan they have purchased from us.

We also had a 0% post service problem rate up to Easter – this has never been achieved in our 46 year history. This clearly shows our complete overhaul of the way our Technical ‘Gurus’ and assistance are ensuring quality is achieved 100% of the time. Well Done to the whole of the Service team, from Reception staff to technicians who have seen major changes to both staff and procedures to ensure our service levels improved over 2012.

Our lowest rating was the delays customers are seeing at our bodyshop with some customers having to wait upto 10 months in 2013 for repairs to be done. We acknowledge this problem, which was caused by staff promotions, a major project taking 4 months to complete, and simply the demand for the excellent quality of bodywork repair only we at Greentrees Caravanstore provide. This quality of workmanship, only achievable by having 2 Technicians with joint specific caravan/motorhome body repair experience over 35 years means our workmanship is simply unrivaled anywhere in the East Of England. We now boast the only specific 4 bay temperature controlled bodyshop booth anywhere in the UK – fact!

Since taking on 2 new Bodyshop technicians in January, and the completion of the major rebuild project we were commissioned to complete ( By world Class pro Windsurfer Nik Baker) our Bodyshop team are now regularly turning out 5 jobs per week. This will cut down waiting times over the next few months ensuring by Winter 2014 we should have 3-4 month lead times rather than 5-6 months. rest Assured this is our next ‘Work In progress’