Customer Advocacy (And the company has listened)

The Landy + T-Van, Outback Australia
The Landy + T-Van, Outback Australia

Yesterday I wrote about a customer service experience I had recently with Track Trailers, the manufacturer of the Track T-Van Camper Trailer.

Lloyd Waldron, the Sales and Marketing Manager of Track Trailer, and I have had a lengthy telephone discussion on the company’s products, and importantly what the Track team are doing to improve its customer service.

The company fully understands the position I took in regards to its customer service in this instance, and as indicated previously I understand it cannot warranty its product inputs forever.

Whilst it would have been more beneficial to have had this discussion much earlier, and in private, I think the key take-away from my perspective is the company acknowledges short-comings it can have at times in its customer service area, but is constantly working to improve this.

They are to be congratulated for looking to improve; the care factor is there.

I am pleased the company has taken the time to respond in a professional way and this gives me every confidence to continue extolling the great virtues of the company’s product offering.

Welford National Park
Welford National Park, Outback Australia

It is a great product and that is why we tour the great Australian Outback in a T-Van.

Cheers, Baz – The Landy

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7 thoughts on “Customer Advocacy (And the company has listened)

  1. Lisa August 16, 2013 / 6:28 am

    Companies with good customer service typically end up with loyal customers. I know in my house, bad costumer service has pushed us to declare we will no longer purchase any goods from a very large U.S. supplier of outdoor products after a horrible experience over a darn tent pole. They lost good customers over a simple thing.

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    • Baz - The Landy August 16, 2013 / 7:56 am

      As they say, sales and marketing is the easiest concept, but very hard to do well. I just purchased a new vehicle, went with the most expensive price (wasn’t much in it) because three separate people had recommended this particular dealership.

      Service, service, and more customer service!

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  2. Mandy August 15, 2013 / 12:56 pm

    I like that first photo. We rattled through the same gate only a couple of weeks ago. Spent the night at the Hungerford Pub, did a property inspection and got bogged on the main road. No T-Van for us – just a couple of swags and an esky. Love it!

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    • Baz - The Landy August 15, 2013 / 3:53 pm

      And yeah, what about the rest, how many beers! 😉

      Love it out there, is Mock still around?

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      • Mandy August 15, 2013 / 4:07 pm

        Didn’t meet a Mock.

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    • Baz - The Landy August 15, 2013 / 10:46 am

      Nah, just camper trailers mostly. They do get a lot of interest from the US, however don’t export many, as they are mostly designed and built for offroad use…

      Having said that I see more fifth-wheelers out there these days…

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