Customer Feedback Meeting 21st JanTowards the latter part of 2013 and in response to various technical problems and communications TM members were encountering with their M3W's Simon was approached by the Factory as part of a wider initiative to try and get some of the vocal 3 wheeler owners together as part of a Focus group to discuss the issues that were being discussed on TM.
A brave move in light of some of the comments that had been made on the site.
A number TM members were approached to take part (I’ll leave them to identify themselves) some of who have been amongst the more vocal on the site. I will however single out one particular person and that was our very own Blake who made the journey from the San Francisco to represent our colonial friends.
The day started with a welcome followed by a comprehensive Factory tour, then for the discussions.
These discussions were I'm glad to say very constructive, open and honest, they were very focused around technical issues and communication both from the Factory and also the Dealer network, and I believe solutions to some of this issues discussed will be forthcoming.
Communication was quite a topic and Steve Morris along with the entire Morgan team accepted that there were some improvements to be made in this area. Interestingly, following a subsequent conversation I can report that some initial internal changes have already been implemented.
I must admit it was far more candid meeting than I had personally expected, which was very refreshing and good to be a part of.
This isn’t something that MMC have done before and I do think the new management team deserve some credit for taking this step. How important this was for the factory was reflected in the fact that Steve Morris, Mark Evans, Graham Chapman and Mark Ledington attended along with Mark Reeves who was integral in the development of the 3 wheeler.
We discussed a lot of the issues raised on the site, ranging from dealer contact and awareness through PDI and ownership experiences. We also discussed how the fixes can be cascaded to our overseas friends such as Q8 and I was pleased to see the Mark Evans had contacted him the morning after the visit to explain what was going to happen. Mark still needs to work out the logistics of fixes for those not near dealers so please give him some time to develop a worldwide approach.
It was agreed that we would share this initiative with the wider TM family to ensure that everyone knew what had happened, and also to ensure that you were all aware that the factory led by Steve Morris weren’t ignoring what was happening and that everyone could see the change in approach of the revised management team.
The Factory focus is firmly on Customer care and meeting expectations as I'm sure most of use on TM are aware of.
Steve has asked me to pass on his thanks to everyone that attended and gave up their time to ensure this process was successful with such constructive feedback and to also note that this would be repeated if the Customers felt it was also useful from their perspectives as it certainly was for the Morgan team.
I think the common objective for this initiative is simple in that all parties want to ensure that the ownership experience is a positive one, and I for one felt the Focus Group represented a big change. It was also nice to see that despite all that’s been said not a single person in the room was prepared to give up on the 3 wheeler they owned.
To all that was present it was agreed that I would act as a conduit for feedback to the factory and it was agreed that I would go this over the next couple of weeks.
I had hoped to post this message earlier but work commitment have made this difficult. If you have any 3 wheeler comments that you'd like fed back then please PM them to by the 14th Feb, I'll collate these and forward them on.
I'm pleased this has happened and as and one of the TM members in the room commented " I doubt you'll find BMW doing this"
Edit. Just realised this probably the longest post I've put on TM
