Last year, Ian Hannah wrote a blog piece describing how well Enterprise Rent-a-Car performed at one of their Norfolk offices. So here’s my experience of dealing with the Aberdeen-based Communications Technology provider, Coltel Ltd...
I wanted a new phone, but I didn’t want to get bombarded with technical information and sales pressure. So I'd put off discussing my requirements with Coltel until I could put it off no longer. When I did approach them, they listened so carefully, and their manager offered to meet with me over a coffee and discuss my needs and options - at a time and place that suited me. I love it when a company wants to give the customer what the customer wants and not what they want the customer to have, and this was very much my experience with Coltel.
Something every company should do every chance they get, and I saw it played out at Coltel whilst always keeping me at the forefront of the activity. They never lost focus on what I wanted (glorious evidence of conformance to customer related requirements in International Management Systems) but ensuring their processes looked after me so that I’d remain a customer and come to them for all my communication technology needs.
Leading by example, showing hard work and honesty. Good training in customer focus coming through at all levels and well-defined processes to enable customer needs to be identified and met.
I’ve been with Coltel for years and my recent transaction reminded me why. But I also like the on-going development of their processes from the outside-in, to meet the needs of internal and external stakeholders. They still have my trust as this was one of the best experiences I’ve had as a customer in the communications technology world.
...displayed at its best throughout the whole process. How easy they made everything for me in meeting my every requirement. I was delighted with my phone and the ease of setting it up; and I still absolutely love it!
Yes indeed: I’ll be staying with Coltel as a provider, because I got exactly what I want - even though I couldn’t exactly articulate it. I got in on my terms, in my time, meeting every specification I set; and comfortably delivered with speed, accuracy and good manners!