I will not name the firm because they have generally been very good, but the story is worth recounting none the less. A week or so ago, my car was returned to my home after the completion of some repair work. When I got into and drove the car, it became immediately apparent that the […]

I will not name the firm because they have generally been very good, but the story is worth recounting none the less. A week or so ago, my car was returned to my home after the completion of some repair work. When I got into and drove the car, it became immediately apparent that the problem I had asked to be addressed was still evident. It was reflected in a loud ‘knocking’ from the front of the vehicle. I immediately rang the service centre and they are now attending to the issue. When I contacted them they were very apologetic, very welcoming, very respectful and very friendly – as they always are. Indeed, these guys cannot be faulted when it comes to using my name, remembering my history with them and generally being polite. In this way – their service is faultless. But clearly that is not enough. Indeed, I…