ONLINE COMMENTS FORUM
Posted in Making a difference and tagged with being smart, Making a difference on 08/25/2009 07:43 am by adminTo invite clients to post comments – positive or negative – on our website, took more than just a huge dose of courage. We were potentially opening ourselves up for massive reputational damage. If we delivered consistently poor service, and all the comments were negative, it could have done more harm than good. It could have exposed us as inept, hopeless, below par.
On the positive side, however, it would portray us as transparent and truly committed to customer satisfaction and awesome service levels. It would encourage clients to trust us, because we were not trying to sweep our blunders under the carpet. It would also improve channels of communication between us and our clients. Lastly, it would highlight problem areas such as bottlenecks, to which management could react swiftly. In short, it would portray us as honest and refreshing.
Above all else, it would make us the first company in SA (as far as we could establish) to do this.
Act of courage
We decided to take the plunge and do it. We were prepared to live with the risk of malicious people abusing the forum to harm us. We decided to place everything, no matter how scathingly negative it might have been. The only exceptions are blasphemy, hate speech, racism and banalities.
Great result
It turned out to be an absolute winner. We immediately became aware of problem areas. All new businesses have growing pains; the comments forum enabled us to effectively deal with our growing pains much quicker.
The split between compliments and complaints is roughly 50/50. This is encouraging, since people complain much easier than give compliments. I believe this initiative is the main reason why we have the highest compliment ratio in the industry on the independent website, hellopeter.com. It keeps us focused and on our toes. Our staff know they have no place to hide, they can’t sweep mistakes under the carpet. They also know if they delight clients, they might be honoured with a compliment that is visible to the whole world. In short, the comments forum has strengthened our service culture.
Challenge
It remains an open question why no-one else does this? Are service companies too scared to see what their clients think of them? Or don’t they really care? Just imagine what it will do to service levels in SA if all service related businesses had comments forums on their websites……
Our pledge
At MiWay, we remain committed to awesome service. We can’t guarantee that we will always get it right the first time, but we will certainly remain transparent and 100% committed to fixing our mistakes. Over time, I believe, our transparent approach will lead to our service levels reaching incomparable heights.
Kind regards,
August 27th, 2009 at 1:53 pm
Why does the Miway number 0860 64 64 00 not work and it goes to some confrence center and asks for a code
September 1st, 2009 at 3:53 pm
Hi Renee
Many years ago we worked together. Actually you interviewed me at the time.
Twice I have tried to go on the website to get a quote and both times I have been unsuccessful. I am not able to do this by phone as I get called away from my desk too often.
Please see if there is a problem with the system and I will try again later in the week.
Do you still practice your swing in the office?
Have a great day.
thanks
lesli
:0)
September 2nd, 2009 at 10:54 am
Dear Lesli,
Nice to hear from you again. If I rather practiced my golf swing on the range, my game would probably have been in better shape!
One of my executives, Rory, will be in touch to assist you with the problems you are experiencing with our on-line quoting.
Regards,
Rene
September 2nd, 2009 at 12:04 pm
Hi Kashief,
thank you for notifying us of the potential problem. Fortunately it seems as if the problem was either temporary or as a result of something outside of MiWay’s control.
Regards,
Rene
September 16th, 2009 at 4:58 pm
Greetings Mr CEo,
After reading your website advertisement indicating that classic and vintage cars are insured at pre agreed values, i was dismayed to be told by your call center manager that 1967 is too old. i find this rather odd as a vintage by its very nature is older than 35 years.
Please advise accordingly,
Thank you,
Irshaad
September 17th, 2009 at 11:51 am
This week for the first time my wife and I called mi way to assist us registering a claim.
We have been helped quite well, but i have to say that today i was informed of something that did not please me.
The agent on the phone informed us about the fact that Mi Way take 6 business day to approve a claim. Which means for me i will not have my Panel Beater orderting the parts for my car before two weeks. I just though it was something that people should know because i don t think it is that long with other insurrance.
September 17th, 2009 at 4:55 pm
Good day Irshaad,
Thank you for bringing this matter to my attention, we do insure vintage cars and apologise for the error and any inconvenience caused.
Anthony will contact you to complete a quote on you car. Happy motoring and we look forward to having you as a client.
Regards,
Rene
September 17th, 2009 at 6:56 pm
Dear Thomas,
Thank you for your comment and for bringing your concerns to my attention.
I can assure you that MiWay is committed to providing thorough and efficient service from start to finish during the validation process of any claim.
The validation process of any motor-related claim depends on various factors – for example, the extent of damages, the location of the vehicle when a claim is submitted, or perhaps circumstances surrounding the incident. And then let’s not forget other things beyond our control – such as delayed information and documentation needed such as like Police Case Details, or Third Party and Witness details and so forth.
Luckily MiWay is on top of the factors that are within our control thanks to our awesome processes that are in place, and so once we’ve rounded up all the information that we need, we can validate claims without delay.
With so many factors to consider, I can assure you that we are committed to having a claim finalised timeously once the necessary validations have been completed.
Regards,
Rene
September 30th, 2009 at 6:36 pm
HI Rene
Yesterday I Sebastian Preston (810729 5052 083) complained about the poor service I have received thus far. I took out an insurance policy for my Citi Golf on the 11th March 2009, to date I have not received any policy documents whilst on a monthly basis my account is debited for an insurance cover that I don’t have. A few months ago I actually called your call centre and I spoke to a gentleman called Thabo, he confirmed my postal address and promised that he would ensure that my policy will be sent via post and electronically. I asked him on that same day that should I be involved in a motor vehicle accident or my car get stolen would I have cover and he said no. Today, the 30th September 2009 I spoke to various people this stems from the complaint I had lodged and the email I had sent to info@miway.co.za. My point has been clear, I am paying for something that I don’t have and I would appreciate it if my cover is cancelled and all monies I have paid thus far be paid back to me. The last gentleman actually promised me that his senior would get back to me today, alas I am still waiting, it seems that Mi-way staff has a lack of appreciation of good customer service; I thought I would bring it to your attention hoping that something will be done about it. I am in the process of contacting the ombudsman; by all means this should not be seen as a threat but merely a concern raised by frustrated customer.
Regards
October 2nd, 2009 at 7:54 am
Dear Mr Preston,
Thank you for bringing this matter to my attention. I am sorry that you have a negative perception of MiWay’s commitment to customer service.
I understand that one of our team managers, Lethabo have spoken to you and explained our position to you.
Kind regards,
Rene
October 5th, 2009 at 7:14 am
Good morning
You have huge billboards on the highway, inviting me to look at your website. Yet, logging into your website, I see NO connection between your billboard campaign and your website. It really makes the website feel like a let-down.
October 7th, 2009 at 11:37 am
Good morning Pete,
Thank you taking the time to visit our web site and leave this comment. We have since added a banner on our web site to guide users to our compliments and complaints section on the website.
Regards,
Rene
October 26th, 2009 at 6:12 pm
Guys I do not believe they I haven been treated by miway my car went in on the 23/09/2009 up until now I am still walking and paid two instalments to use a taxi to work daily (073 402 9657) I would never advice any one to use miway if they are in the right full minds client no; 2477203
One thing that I am going tell you the way I have been tried I have no choice but to go out and look for another insurance. I have complained now I am tried I just don’t know what to do any more all I know I was your customer
October 28th, 2009 at 10:12 am
TO THE C.E.O of MIWAY INSUARANCE
Issues of concern that need MIWAY’s attention pertaining to the customer service of which I think that it is not satisfying, as a customer I feel that because I am a black person I am not treated in a right manner.
Sir/Madam, I am even prepared to take this matter to the media and let everyone judge if am I being unreasonable or not.
Firstly I want to thank MIWAY for the opportunity that helped me to have insurance with them.
a. The following were the inconsistencies by the people in question:
Monique and Lee -Anne
• I had an accident on the 05 September 2009 that was on a Saturday of which I could only reach MIWAY on the 07 September 2009 because of the weekend
• Just to authorize my claim it took 15 working because I only had my authorization on the 22 September 2009 after I had made several calls to Monique without any success at all I had to write to Hello Peter for her to respond to my claim and also write to MIWAY Customer Complain Website.
• Then I send in my car to the insurance on the 23rd of September 2009 of which that is the same day I went to pick up the courtesy car of which was for 20 days then I was told by Monique that my car will take only 10 working to get it fixed, fair enough I agreed knowing that I have 20 days still with the car hire of which gave us enough time (more than 10 days as Monique promised)
• 20 days came and my car was not ready but 5 days before the courtesy car hire could expire I have already received more than 10 sms’s to say that on the 13 0f September I should bring the car back both from MIWAY and AVIS as well of which I did send back the car hire. Please remember that it has been 20 days I have no car, they took back the car hire .when I questioned about my car I was told that the was a missing part that was not quoted and they are still dealing with that matter.
• I then asked what must I do in the mean time as I have to go work on daily basis so that at the end of the month I can pay my insurance and other bills the answer that I had received was that the panel shop will see to it that they loan me a car and they still waiting for one and they have put me in a waiting list that was from the 13th of September to date and was told by LEE-ANNE that I will be daily updated from her and from the panel shop about the progress of my car of which is not happening at all.
• The following mal- practices need to be investigated and clarity be given in relation to the practices by MIWAY INSUARANCE
• Up to day I have not receive any copy of my contract in writing from my way
• Sir I was quoted R 8000.00 for my access of which then I knew my access should be R3 500.00 according to the agreement we had over the phone with the consultant that I took the policy with, He said the conversation was recorded to protect both parties (can we please go back to that tape as prove of the contract that I took with your insurance company because no one is sending me a written contract and I have spoken to your consultancies about the issue but still waiting to date.
• The Slogan of your company and if you living up to it
• The issue of racism, I feel need attention.
• From the 5th September 2009 to date I have no car no communication.
• I have to always find a way to and from where I am going not to mention the extra money that I am spending everyday.
• Now I am paying two installments for both my car and my insurance of which I have none at the moment.
May you please find a way to sort this matter and the issue of there R8000.00 access amount, because after spending so much money because of your inconvenience I know that it will only be fair for Mi Way to do that.
Hope that this matter will be taken into consideration and that solution & clarity be given.
Please understand that from day one I have had no joy with MIWAY and having insurance is meant to make your life easier but in my situation this has been time consuming, difficult and costly. I feel that I have been more than patient with your company and YOU need to find an urgent response to my problem.
Regards
Gideon Maseko
Tel: 073 402 9657
Email: gideonmaseko@yahoo.com
October 30th, 2009 at 7:56 am
Dear Mr Maseko,
Thank you for your e-mail dated 28 October 2008. I apologise unconditionally for your negative experience. My Claims manager has sent you a detailed e-mail in response. We understand the frustration of being without a vehicle, and undertake to try our best to arrange a courtesy vehicle for you.
I regret the fact that you feel that race has anything to do with how we handled this matter. From the comments on our website, as well as comments posted on hellopeter.com, it is evident that we have many satisfied customers from all races. We are a truly “new South African” company, we embrace non-racism, and 70% of our staff are black. I sincerely apologise that our handling of your claim led you to believe that the issue of racism needs to be addressed.
Kind regards,
Rene
November 3rd, 2009 at 7:17 am
Dear Rene Otto,
I this morning sent an email for your attention. I discovered a withdrawel of R2,080.00 from my bank account for the first payment against a quote received from your company. As I have not accepted the qoute, please investigate what has happened. The person that called me was informed by myself that I will only accept the quote once I have compared notes and will then advise him. I have not accepted the quote to date and ask you to please arrange to have my account credited with the same amount.
I thank you for your Assistance.
November 4th, 2009 at 12:40 pm
Dear Mr. Pienaar,
Thank you for taking the time to comment on my blog and for bringing this matter to my attention. My team and I have thoroughly investigated the miscommunication with regards to the inception of this MiWay policy. I apologise unconditionally for the miscommunication that took place here. The Sales Agent was under the impression that you accepted the cover, hence the erroneous debit off of your account.
Several of my fellow management members have listened to the recorded call between yourself and the Sales agent, and are in agreement that the agent in question will be receiving additional training. This is one of our ways of ensuring that this does not happen again in the future, and we want to further assure you that this is the exception and by no means the rule when it comes to incepting policies here at MiWay.
We can confirm that Anthony has spoken with you in order to resolve your concerns. The erroneous debit will of course be refunded as soon as possible and a formal letter confirming the cancellation will be emailed to you.
Thank you again for your feedback.
Kind regards,
René Otto
November 10th, 2009 at 5:47 pm
Hi Rene
I would like to send this to Daniel Ndlovu.
I was involved in a car accident in October where in the end my car had to be written off, Daniel has been a great help, even when I went to deliver some papers to the offices, he was friendly and curtious, because of him I will definately insure my next vehicle with MIWAY. It does not stop there, in June I was involved in a armed hi-jacking, again the service I got from MIWAY was wow.
To all the staff that I have dealt with, this goes to you, keep up the fantastic service and Daniel you will be hearing from me again when I get my new car.
Regards
Kim Boyce
A satisfied client
November 12th, 2009 at 12:35 pm
Hi Kim,
Thank you for the wonderful compliment and for recognising Daniel for his world-class service.
Regards
Rene
February 1st, 2010 at 4:21 pm
Hi Rene,
Im writing this post as a last resort.
on the 22nd of Jan I had a car accident, claim no. 42403. Daniel has been assisting me with the claim, and has been very helpfull and simpathetic.
As it turnes out, my insurance only kicked in on the 25th jan again. so strictly speaking I wasnt insured at the time, (Based on what Daniel has explained to me)- although currently I am insured, as the premium on the 25th Jan was paid without error. I have been a customer of Miway, and been extremely happy to be so , since Feb 2009. I havent had any problems with premiums except over the last 3 months. (Finances have been ultra tight due to the birth of my son, and all the medical expenses having to be paid by me, in cash) What has been happening is Ive been in and out of cover when I could afford It. Fortunatly now, finances are much better, and payment of insurance premiums are not a problem.
Ive just spoken to daniel, and been informed that the claim has been rejected, and the assessor sayes my vehicle is written off.
The reason for this last resort post, Is to plead with you to reconsider the claim, Based on past track record, and taking into account that the most recent premium has been paid, Also that the accident happend no more that 2 days before I would have been re-insured.
On that note, I also spoke to a consultant during Jan (I was phoned due to my premium not being paid) and I did ask the I be debited on the 22nd as I was being paid early.
This is only coincedence that the accident happened on the same day.
So please, If there is anything that can be done, would you please.
I really dont know what else I can do, as the vehicle is still financed,
Please assist in any way you can.
Just a note, although the vehicle has been deemed as written off, there is no front, engine, chassis, suspension, damage of any kind. In essense the vehicle is drivable. The biggest problem is structural. Ie, the caved in roof, and some side damage. Which is, in my opinion repairable, and I would even sincearly appreciate a partial payment to assist me in the repair of my car.
I hope you read this with an open mind and heart. But of course do Understand the consequence of things, and In no way wish to place unnessecary Preasure on you.
Please contact me on 072******* If you wish to speak to me directly.
All said and done, However, I have been extremely happy with Miway as my insurer. And Do encourage anyone reading my post to change to Miway.
Thank you for your time.
God bless
February 4th, 2010 at 5:41 pm
Hi Darren,
We at MiWay do empathise with you, but paying one’s premiums is one of the client’s key responsibilities. Your very poor payment history makes it impossible to consider his claim. It would set a precedent that could prove catastrophic for MiWay.
Regards
Rene
February 9th, 2010 at 3:02 pm
Thanks for Taking the time to reply.
I do Understand your position.
Regards
March 19th, 2010 at 8:08 pm
Hi Rene,
I have been a client with MiWay for just over a year now (Actually 2) and i have to say that the service I received was pretty good. When it comes to making changes to my policy I would rather go to the dentist!! My first problem was in November when I tried to add my household insurance and MiWay was above assisting me and now again when I bought my wife a new car and was quoted more than R1200 and first for woman is now charging me just over R700, I currently pay +- R580 and first for woman has quoted me R410. At the end of the day everything is the same except the access that is R1000 more and considering my wife has never had an accident and my last accident was in 2002 when I got rear ended i must say insurance nice to have for in case. my sister in law is also insured with you with the same Nissan Tida paying under R700 a month and was just as disgusted by MiWay service. Keep one thing in mind, word of mouth brings in brings in more than 20% of any companies business. 1 persons bad experience is carries over to 10 people. I know I have personally recommended at least 30 people to MiWay but after the service I have received first for woman now has my wife’s car and as from end March they will have mine too.
Best regards,,
Steve
March 26th, 2010 at 5:48 pm
Hi Steve,
Thank you for your comment, I apologise for the lack of service that you received. Greta, MiWay’s Head of Client Services has been in contact with you to resolve your issues.
Regards
Rene
June 9th, 2010 at 7:04 pm
Dear Rene
It is highly appreciated and heartwarming to speak to very well trained and friendly profesional staff at miway. Since I started looking for new insurance, dispite the affordable premiums, was the way your staff conducted business.
One gentlemen in particular I want to mention, and hope you will inform him of this messege.
Phomolo Ntshudisane, thank you for your help, friendlyness and professionalism. Working with ppl like you makes our lifes much easier and less stressfull.
High 5 MiWay
June 11th, 2010 at 11:35 am
Dear Susan,
I am truly glad that you describe your experience as heart warming. We are committed to providing world-class and personalised service. Thank you for the awesome feedback and the compliment for Phomolo. We will be sure to acknowledge his great service.
Regards,
Rene
June 25th, 2010 at 6:25 am
I’m glad I got my car insurance from MiWay. I recommend you to all my friends and clients and the service is excellent.
Keep up the good work guys.