Credit where credit is due!I needed a new exhaust (I guess that's obvious!). I did much searching around and calling. One such call was Mr Exhaust in Reigate. They seemed over the phone genuinely polite, and the man I spoke to was very knowledgeable and offered various options without giving it the hard sell. I explained I was searching around and again, he was polite and wished me all the best and said that I could pop in and they'd honour the quote.In the end, it was the cheapest (not but much but the next cheapest didn't inspire me with confidence!). I drove there, parked and explained I'd got the quote from [Dave, Bob, Mike, Pete - sorry I forget who it was!] for a new exhaust. The chap at the desk was very friendly and said "yes no problem - we'll get it done right away". They took the keys and it was on the ramp and the exhaust was off in, I reckon with no exaggeration, less than 60 seconds!Anyway, in the meantime, he tapped at his keyboard and said that heart-sinking thing: "Ah, er, very sorry but actually the quote it's quite right". I'm quite cynical and thought "here we go..." He said "It's actually £8 cheaper than than!" Result! I asked how long it would take as I was planning on doing a bit of a stroll around Reigate. He smiled and we both looked at the car and he said "Er, about another 10 minutes. At most!"But then he gave me a map of the town and proceeded to tell me the way to go, the best parts to see and told me not to worry about hurrying back as they'd just park the car anyway. Also, not to pay until I get back to make sure I was happy with the job. So, I grabbed a coffee on the way out and did a 3 hour tour of Reigate.On my return, the car was there, parked and (to my untrained eye) the exhaust was spot on. I paid my reduced cost, and got a free pen, pad and money off voucher for my next visit!In summary:1. This is what the very best customer service is about not just in the automotive industry but in any industry. CS reps could learn a lot from this. 2. They genuinely seemed to place my customer satisfaction above simply grabbing the money. 3. All the service was with a smile and I was not once chivvied along. 4. They went the extra mile but (unexpectedly) offering a sight-seeing map of the town and some recommendations.5. Price was very competitive.6. Easy to get to and park in. 7. Nice town. :)Finally, this all happened about 9 months ago to give myself time to answer what some will see as the most important question: does the exhaust work and is it still attached?8. The exhaust still works perfectly and is still attached perfectly. :)
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Specialising exclusively in the repair and replacement of exhausts & catalyts for over 40 years.
