A specialist dealer should be able offer all the back-up service implied by the name, they say. “You cannot preach one thing – and do another”.
Howell recounted the time he posed as a customer and rang a company well-known for heavy discounting only to be told that should anything go wrong “Take the machine to a local dealer who will be pleased to fix it.” Howell’s response can be guessed at!
Having lived through serious illness and recent family losses, Jenkins GM have re-evaluated their business and customer profile in recent times.
There is increased use of social media targeted at specific customer groups, and the company has just produced and aired a TV commercial hosted by international rugby referee Nigel Owens which has increased footfall and resulting sales.
This is a classic example of father and son sharing their knowledge and experiences with Emyr crediting Howell with providing 'backbone' when dealing with customers. "The customer is NOT always right," he says, whilst Howell is switched on to Emyr’s extensive and effective use of digital marketing. "The dinosaurs died out because they didn't adapt!" he says.
They recount how, having gone the extra mile to sort out a customer’s problem, he posted a Google review which said in essence, “It is a pleasure to have a machine breakdown for it to be fixed by Jenkins”!
Howell also reveals the motto he will display prominently in the showroom to catch customers attention.
