My mate Tim Garratt has had nothing but trouble with his.
But my experience is totally different.
I have just put my personalised plates on my new car. That should be simple. But I had to take them off my old car and drive a different car in the meantime and also happened to change my wife’s car at around the same time too. So that was six calls in less than three months.
So on Saturday, I knew what to expect. The lady who answered in the UK call centre called Victoria didn’t dissapoint. I knew the script. “You do know Mr Lyle that there will be a £17.50 admin fee to cover the cost of the change?”
I said I did as I had paid it five times in three months.
“Well I don’t think you should pay it again then”, said our hero Victoria. “I’ll just speak to my Manager”.
A few moments later, she comes back on and confirmed that I had more than covered my admin fees and they would waive any fee this time.
They did the change for free, but in the meantime got a very happy customer who was clearly smiling down the phone.
I have said many, many times before that if you want to create brand loyalty you need to surprise and delight your customers. Give them things they’re not expecting and generally try and stand in their shoes.
Admiral are doing this incredibly well for such a big company. As long as the renewal cost is there or thereabouts, will get my multi-car policy business next year again.