Customer Journey – reflections from a wet and windy walk

3 minute read  |  June 27, 2019

I like to unwind at the weekend by taking a walk over the hills with my dog, Bertie. It’s always a good opportunity to clear my head and sometimes to reflect on areas of our business where we’re doing well and those which need more attention.

Saturday was a pretty bleak day with the rain coming down sideways as we made our way along the valley and then up the hill. We stopped for a well deserved rest on a bench overlooking the woods and while I sipped on a welcome cup of coffee and Bertie chewed on an equally welcome Dentastix (other dog snacks are available) I gave some thought to our customer service.

Dog sitting by a lake

We recognise the value of providing an excellent level of service at MSL and I think we already do a great job for our customers. I am though a firm believer that ‘If you’re standing still, you’re going backwards’ and as such, we’re keen to continually improve our customer proposition. To that end, we are currently undertaking a project on our customer journey to ensure it’s exactly where it needs to be. That got me thinking about my own customer interactions when using various services and the bits that I really value.

In a nutshell, I like to know what service I’m due to receive and when. If it’s scheduled for a future date, I’d like updates and reminders so I have full visibility of what is going on. Thereafter I would like the service to be delivered in line with pre-agreed parameters and to be made aware of progress during that provision. I don’t think it has to be overly complicated.

When a customer has been involved in a motor accident, it’s a stress, a hassle and to be blunt, a pain in the backside. For most, it’s an unfamiliar process and a huge inconvenience. They want to be back in their pre-accident position as quickly as possible i.e. their own car repaired and back on the road and if injured, their body back to where it was before the accident, wherever that is possible.

So what does the customer need when reporting their claim to us and afterwards:

  1. A friendly and knowledgeable person to answer the phone quickly, taking the time to listen, to understand their issues and concerns and then to explain clearly what they’re entitled to, what steps will be taken, when and how
  2. Empathy is really important. This is not just an ordinary call, it’s someone who might be in unfamiliar territory or upset and requiring help, guidance and action
  3. That promises are kept. The damaged vehicle is collected and the replacement car is delivered on time and as expected. If injuries were sustained, a lawyer is instructed and rehab is booked in, as appropriate
  4. They are kept updated during the lifetime of the claim, using the methods they are most comfortable with. Customers do not want to have to chase for information, nor should they have to
  5. That we deliver! They’ve paid for a service and want to receive it quickly and efficiently, with the minimum of fuss

The number of excellent customer reviews that we receive on a monthly basis tells me that we’re getting these things right at MSL and followers of our company page will have seen a number of articles celebrating these successes over recent months. This cheered me no end as the rain began to fall even more heavily as we made our way back home.

I’m really delighted that our team is ticking so many boxes for our customers and am looking forward, as our project progresses, to seeing where else we can improve the claims journey further still.

If you’re looking for a provider who puts the customer first, we’d be very happy to talk with you. Please contact Ben Clarke on 07831 507942 or via email: ben.clarke@msl.co.uk

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