Biz Extra

Published: December 20, 2021 | Updated: February 9, 2022

Good old-fashioned customer service – it’s the secret to success says Star Tech’s Matt Peacock

By Andrew Diprose, editor

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Matt Peacock, MD of Star Tech Ltd, prides himself on staying at the forefront of the automotive sector.

However, he also recognises there’s a lot to be said for the good old days.

Matt said: “In the 15 years since Star Tech was founded – and quickly became Dorset’s leading independent specialists in the automotive sector – it’s been our absolute passion to deliver strong customer care.

“Yes, we have Mercedes, BMW and Jaguar-trained technicians, the latest technology and diagnostic equipment to match any main dealer, genuine manufacturer parts and smart, modern premises that are constantly being invested in but… genuine, heartfelt, true to the core customer service is something that money can’t buy. Just ask the main dealerships!”

Star Tech’s team has grown rapidly over the years from just two technicians to 17 valued staff members. Chatting to those first customers, most of whom are still with them today, Matt recalls how people really wanted their cars and themselves to be looked after with some good old-fashioned customer service.

This was, after all, the catalyst for Matt to launch Star Tech in 2006.

He said: “In my opinion, the main dealers were losing their grip on customer care. A phone call would be answered by an ‘unknown’ in an off-site call centre, a meet and greet would show you to a waiting area whilst those elusive service advisers became like your long-lost aunt in Australia, rarely seen.

“Collection & Delivery of your car was no longer free, courtesy cars were not so courteous and labour rates rocketed because, after all, what other option did dealership customers have at the time?”

“So, in we stepped and we have never looked back. Judging the feedback from our customers, they love the fact that they are greeted on the phone or in person by the same service adviser who is fully aware of the work being carried out on their vehicle. We are transparent with our pricing and keep the lines of communication flowing so that each customer is always contacted if extra work is needed.

“At Star Tech, however, you certainly won’t find us upselling needlessly through Vehicle Health Checks or costly monthly service plans. Our team are not paid a bonus or target led wage. This, in turn, results in each employee maintaining a genuine work ethic focused on placing the customer first.

“We believe in invoicing purely for the work that is necessary. We believe this to be the best way to look after our customers. Well, that and the offer of a free collection & delivery service to your work or home, a complimentary mini valet and a big smile.…just like the good old days!”

If all of this sounds too good to be true, come and try Star Tech for yourself.

Call Ricki or Colin on 01202 694758 to find out just how friendly they are!