From the Rolls-Royce experimental archive: a quarter of a million communications from Rolls-Royce, 1906 to 1960's. Documents from the Sir Henry Royce Memorial Foundation (SHRMF).
Outlining a new procedure for communicating with customers about delays in car delivery.
| Identifier | ExFiles\Box 33\1\ Scan259 | |
| Date | 24th November 1925 | |
| 41775 TO CL. H.{Arthur M. Hanbury - Head Complaints} DF. Hs.{Lord Ernest Hives - Chair} PH. Hs.{Lord Ernest Hives - Chair} CB. Hs.{Lord Ernest Hives - Chair} H.{Arthur M. Hanbury - Head Complaints} H.{Arthur M. Hanbury - Head Complaints} VS.{J. Vickers} DELIVERY OF COMPLETE CARS TO CUSTOMERS. Troubles are continually arising with agents and customers because, when a customer is expecting to receive his car on a certain date, when it is tested as a complete car we find that certain things are wrong, such as over-oiling, noisy engine gears, incorrect springing, etc. It is very important that the agent or customer should be advised clearly, and at once, that there will be delay, and the reason, so far as it is politic to explain the reason. The reasons generally might be on the lines indicated in BJ's letters to the Connaught Motor Company of the 17th and 18th November. The following routine should be adopted:- 1. Agents should be advised that they should not tell customers that their cars will be ready on the date that the complete car will be finished in the workshop, but should advise them that they will be ready two or three days later, to give the testers a fair chance to test and adjust the complete car. It is better for the customer to be definitely told that he has to wait a further two days than to be told on the day he expects the car that it has to go back to our works to be adjusted. 2. Immediately it is found that the car cannot pass the test and be ready by the time it is expected, Mr. Evans should if necessary telephone to the agent, and in any case he should immediately inform Sales of the exact position, what has to be done to the car and where it will be sent. If it is sent to W. or to N., then they must appreciate that the customer is waiting, probably foaming at the mouth with annoyance at being kept waiting, and they must therefore put Sales in a position to know the very latest bulletin of how the remedy is progressing. Every time any news is available they should immediately wrote or 'phone S., and in any case they should write S. concerning any car so held up at least once every two days. S. will then use their discretion as to how to deal with the customer and keep him pacified. | ||