When did you realise you needed support?
“We decided against hiring a replacement after our receptionist left us, but as a growing family-run garage, we were becoming increasingly busy. The pressure was too much for me and the team, particularly as most customers tend to get in touch on their breaks or lunches. Moneypenny was recommended to us and they were certainly more cost-effective than employing another member of staff, so we got in touch.”
What does good customer service look like?
“People’s cars are so important to them, so they’re bound to worry if there’s an issue with their MOT, for example. Making sure that our customers know they’re in safe hands and keeping them updated with as much information as we can is essential. This is all doable with Moneypenny – having a real person to speak with rather than an answering machine restores their faith completely.”
How has Moneypenny changed your business?
“Andrew, our Moneypenny Receptionist, now handles any calls we’re unable to pick up in the office, so we know the y’re always looked after professionally even if it’s not by ourselves. Having Moneypenny in place saves customers leaving messages for us and vice versa, as Andrew takes detailed messages and lets us know when they’ll be free for a call back.”
What are the key benefits?
“We’re able to continue our growth with Moneypenny – it’s perfect. It can be quite stressful when the phones are ringing, we have visitors in the office, and we’re on another line all at the same time, but Moneypenny relieves this stress completely. Our customers also benefit, as they can always get hold of us and speak with a real person every time.”
Any advice for other businesses?
“For us, having Moneypenny in place has been such a positive experience. I’d definitely encourage other Bosch Car Service members to take advantage of their trial period and discover how it works for them.”