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Our Customer Care Center is well known for providing excellent customer service, and that's possible because our guys actually know what they're talking about. They not only get introduced to products prior to release, but they get varying levels of hands on training too. This hands on training is critical when something very new is introduced, so we made sure they were well versed in the new DA Microfiber Correction System. And what better way to have them gain that knowledge than to have them correct a fairly well messed up car, right?
So, here's what we did - in two groups they were given the run down on the liquids and discs, how to properly prime the pads, speed settings, pressure, arm speed, how to increase cut, etc. All the things that we know our customers will be calling them about. We don't have any scripts in the call center - all the answers provided are based on training, knowledge and first hand experience.
Here's what we started with:
So after washing and claying the car we set about correcting the defects with the DA Microfiber Correction System. Here, a cutting disc is attached to a W67DA backing plate on a G110v2.
The initial application of D300 Compound:
After spreading it on the paint for a minute or so, the disc still has "empty" areas, so we applied a bit more compound in order to fully prime the disc.
The disc is then run on the paint for another minute or so and double checked for proper priming. This is what you want to see at this point - a fully primed disc ready to correct defects.
But the microfiber material is matted down, and you want to fluff them back up. We used a pad conditioning brush to do so, as you can see in this half and half shot.
We did a test spot, complete with the D301 Finishing Wax applied via Finishing Disc at speed 3 on the G110v2. Here, we apply just a few drops of D301 to the finishing disc.
At this point it was time to cut the guys loose on the car. Here, Nick Winn (L) and Brian Hann (R) are getting started.
We cycled the guys through the process, always making sure the phones were manned! Here, from left to right - Tim Larson, John Keeling and Rick McDonough with Joseph Thomas in the background working on the hood.
Here's Joseph using the pneumatic DA with a 6" cutting disc on the hood.
We even got our Quality Assurance Manager, Tom MacDonald, involved in the process.
Here's Brian Hann, CCC Manager, inspecting the final result.
The paint is in better shape than the camera lens now!
Group shots of the team:
Unfortunately, the sun had gone into hiding when we finished up, but later in the day it poked out from behind the clouds so we ran back down to the parking lot to get some "the sun don't lie" after shots. Now that's a transformation - two steps, DONE.
So, here's what we did - in two groups they were given the run down on the liquids and discs, how to properly prime the pads, speed settings, pressure, arm speed, how to increase cut, etc. All the things that we know our customers will be calling them about. We don't have any scripts in the call center - all the answers provided are based on training, knowledge and first hand experience.
Here's what we started with:
So after washing and claying the car we set about correcting the defects with the DA Microfiber Correction System. Here, a cutting disc is attached to a W67DA backing plate on a G110v2.
The initial application of D300 Compound:
After spreading it on the paint for a minute or so, the disc still has "empty" areas, so we applied a bit more compound in order to fully prime the disc.
The disc is then run on the paint for another minute or so and double checked for proper priming. This is what you want to see at this point - a fully primed disc ready to correct defects.
But the microfiber material is matted down, and you want to fluff them back up. We used a pad conditioning brush to do so, as you can see in this half and half shot.
We did a test spot, complete with the D301 Finishing Wax applied via Finishing Disc at speed 3 on the G110v2. Here, we apply just a few drops of D301 to the finishing disc.
At this point it was time to cut the guys loose on the car. Here, Nick Winn (L) and Brian Hann (R) are getting started.
We cycled the guys through the process, always making sure the phones were manned! Here, from left to right - Tim Larson, John Keeling and Rick McDonough with Joseph Thomas in the background working on the hood.
Here's Joseph using the pneumatic DA with a 6" cutting disc on the hood.
We even got our Quality Assurance Manager, Tom MacDonald, involved in the process.
Here's Brian Hann, CCC Manager, inspecting the final result.
The paint is in better shape than the camera lens now!
Group shots of the team:
Unfortunately, the sun had gone into hiding when we finished up, but later in the day it poked out from behind the clouds so we ran back down to the parking lot to get some "the sun don't lie" after shots. Now that's a transformation - two steps, DONE.
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