Our exclusive new industry research report has launched! Find out how consumer behaviour is changing and how technology can help unite the customer and retailer through technology.

Download now

Wilsons Motor Group Epsom

Even though his customers were due to test drive the vehicle later the same day Anthony Baugh from Wilsons Motor Group Epsom still emailed a personal video message showing the vehicle in detail before they arrived.

He provided such a great customer experience that following their test drive, they drove the vehicle home the same day.

Despite the rain and the imminent test drive, Anthony decided it was well worth the effort to make his three-minute video providing an overview of the Dacia Duster and he was right! Providing a taste of what to come with an external walk-around and close ups of the interior suitably whet the appetite of his customers.

Anthony’s willingness to send the video ahead of the same-day test drive ‘tells’ his customers vital pieces of information. In particular, it shows that Anthony is not complacent as he is still doing everything to ensure they keep their appointment by creating anticipation of the test drive ahead as well as demonstrating exceptional customer care and attention to detail.

By making this video, Anthony’s customers have been given a glimpse of the levels of customer care at work in the business and this undoubtedly helped sway their decision to make their purchase after their visit to the premises.