Many of us face issues with respect to our cars that at certain points in time require escalation to have a proper resolution. You will find that some people are fairly successful at escalation while others are not that successful. The following are simple tips (you could call it Do’s and Don’ts) for escalations that will help you put your case forward in a manner that should help to bring about a successful resolution of your escalation.
1. The Basics:
1. Build a rapport with your ASC
2. A basic awareness of your warranty conditions so that you are aware of what you can claim and what you cannot.
3. Taking precautions as indicated in your warranty booklet to protect your warranty such as
a. Not having the car serviced outside of an authorized ASC
b. Not fixing unauthorized accessories
c. Having authorized accessories fixed by an unauthorized workshop
d. Following regular and periodic service schedules as required by
manufacturer.
2. Courtesy:
The first point to note is to be courteous always. Of course, the reason for escalating the issue is because of the frustration experienced and you are probably justified in not being courteous. But remember, the justification for not being courteous doesn’t help in anyway to progress towards a successful resolution, so it’s not worth it. Remember that the person you are escalating to is aware of the problem for the first time and you need to give him some time to sort out your problem and being annoyed with him isn’t going to help your case.
3. Subtle Motivation
Escalation involves a subtle motivation to help resolve your case. When you escalate, you need to also motivate the people handling your case to resolve the escalation to your satisfaction. You would have had a fairly good opinion about the company / product which is why you bought the car in the first place. So mention about the good opinion that you had and the company will also try to ensure you retain that opinion and will do their best to resolve the escalation.
3. Narrate your positive experiences
When you escalate, talk about your experience with the car prior to its failure. Mention briefly about the satisfaction you have experienced so far. This motivates the company to resolve your issue. If it unfortunately fails on day one, talk about the good reviews and the reputation that the car has, which made you decide to buy the car.
4. Your loyalty as a Customer:
If you have been loyal and are a repeat customer bring it to the notice of the escalation level. Companies will always appreciate a loyal customer and will not want to lose him under most scenarios.
5. The Management
The fact that you have bought the car is because you have had some faith in the management. You would in all probability, not buy a car if you do have no confidence in the management of the company. So mention this point so that they are also motivated to help you and prove to you that they are still a good management.
6. Customer referrals
It is possible that if you are happy with your car you would recommend it to others. It is also possible that there have been quite a few of your friends who have bought the car because of your recommendation. Mention this when you escalate as companies will certainly appreciate these acts of yours.
7. Escalate only to the level that brings about a resolution:
Do not use a top down approach while escalating. For instance, don’t write to the MD of the company the first time. By doing so, you lose the chance of a second / third / fourth level of escalation that would have been available to you if you used the proper levels. Usually, the fear of an escalation would prompt the junior managers to resolve your issue and you can use the higher levels if you are not satisfied.
8. Be specific about the actual issue:
Escalate issues on which it is possible for a company to take specific action to alleviate your issue. Ideally issues which will have a tangible benefit to you if there is a resolution of the escalation such as a failed component. Do not be vague about the point that you are escalating. For instance, do not escalate issues such as the sudden cancellation of your service appointment or the rude behaviour of an SA. These are not matters that would bring out a clear resolution in an escalation and is a waste of your’s and the company’s time.
9. Do not run down the company
Do not run down the company in any manner. The company needs to be of the opinion that you have faith in the company and are a loyal customer except for the reason for escalation. If you mention that you will never buy any product of the company in future you will not be motivating the company to settle your escalation in a positive manner.
10. Do not run down the management
Do not run down the management of the company. This will not help your case either. The Management needs to also feel that you have a good opinion of them except for the particular junior manager / dealer who against whom you are escalating the issue.
11. Do not use threats - imply legal steps / customer forum / press release etc:
Lastly, do not threaten the company in any manner. You have to convey the impression that you and the company are on the same side – you as their customer and the company working together to resolve your issue. The only extraneous point will be the dealer or the lower level manager against whom you are escalating. Legal steps, if at all, should be taken after all levels of escalation are exhausted and you do not have a satisfactory resolution of the issue. Rejection of your issue will not usually happen if you follow the tips for escalation indicated above. Check with your lawyer whether you have a water tight legal case and additionally, determine whether you have the stamina to go the long haul in a legal battle.
Happy Motoring!