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Why customer service is king - 21.02.2019

Good customer service is vital to the success of any business.  Alongside quality, customer service sits at the IS_Sales_Team_Resized.jpgheart of Ivor Searle’s mission to produce remanufactured major units, which are engineered to the highest standards. This is accompanied by exceptional service with a commitment to our customers and the environment.

When it comes to sourcing a major unit, such as a reman gearbox, engine or turbo, a supplier’s fast response makes all the difference in helping to get a customer back on the road.  A quick turnaround reflects good service and helps workshops to secure repeat business and referrals. To ensure this happens, Ivor Searle holds comprehensive stocks of product to ensure first-class customer service and minimum vehicle downtime. It also provides free next day UK mainland delivery on stock items ordered before 3.30pm.
Ivor Searle employs a team of 11 sales staff who handle well over 400 telephone enquiries per day. To put this into context, we handled just over 18,000 customer enquiries in the first two months of 2019, across phone, email and internet.  Our expert sales team supports motor factors and workshops throughout the UK, plus a growing number of customers in mainland Europe and Scandinavia.
Despite consumer uncertainty about buying new diesel cars, demand for remanufactured diesel engines remains strong with reman diesels representing the bulk of the enquiries we receive and 74% of the engines we sell.  We have also seen a modest growth in demand for smaller-capacity petrol engines, reflecting the increased use of these compact, high-revving units that are designed to be ultra efficient.
Service also matters when it comes to warranty protection.  To guarantee peace of mind, all Ivor Searle reman engines, cylinder heads and gearboxes are covered by a transferable 12-month unlimited mileage parts and labour warranty, while a two-year warranty covers all turbochargers.  All products are also supplied with pre-installation guidelines for the workshop and model-specific instructions where required.  In addition, all Ivor Searle professionally cleaned DPFs are provided with an inspection report and carry a no quibble 12-month unlimited mileage warranty.