Customer Experience is Top Priority for Businesses in 2021


At the end of last year, I wanted to lease a fully electric car, as I knew it would be better for the environment. I have always lived within my means, so I knew I could afford to lease the car I wanted. I contacted several car leasing companies who put me through a computer underwriter to determine whether I could afford the car or not. However, every time they put my details through the computer, the computer said NO, which would lead to being the last time I would hear from that car leasing company. I became frustrated as I knew I could afford it. Unfortunately, this way of dealing with customers often comes from companies who rely on information stored electronically and do not take the time to dig a little deeper. If the computer says NO, they will quickly move onto the next customer, taking the easy option, not realising that it could pay dividends if they just went one step further and dug a little deeper.

I then contacted Synergy Car Leasing, who took the time to listen to me instead of just imputing my name into their computer. They picked up the phone to the financial underwriter, who had previously turned me down, and dug a little deeper. As it turns out, I was so close and almost over the approval line, but they needed a bit more information before they could approve the finance, as the computer did not have all my data, as sometimes it does not update, which lead them to reject me for finance. I supplied the additional information they needed, and the finance was approved within a couple of days. Synergy Car Leasing has now won my business for many years to come. This service level makes them stand out from the rest, and all it took was a little extra time to get to know my situation a bit better.

Customer experience is now a top priority for businesses, and 2021 will be no different. Customers no longer base their loyalty on price or product. Instead, they stay loyal to companies due to the experience they receive. In other words – if they like you and continue to like you, they are going to do business with you for a long time and recommend you to others.

If you are looking to lease a car, I would like to recommend Synergy Car Leasing; please ask for Chris Harper, Senior Sales Account Manager. Tel: 01423228120