How does Tesco.com protect its business reputation?

Most businesses spend a fortune on marketing activities to win new business. Huge effort goes into making sure that the company is presented in its best possible light, brochures and websites set out what a great experience your customers will have, customer service is excellent, your products and services are reliable and highly regarded and you’ve spent a fortune on a fleet of modern, sign-written company vehicles.

Now imagine this scenario…

The targets given to your sales teams and the work schedules given to your service and delivery drivers mean they are constantly battling time. The vehicle manager starts to receive speeding notices on a regular basis from a number of drivers. Complaints start to come in from the public regarding driving standards. Your vehicles have your company name and phone number on the side so they know who to call.

You start to hear of negative comments made about your business. How the vans are always dirty and dented, the drivers rude and inconsiderate. How can the service be any good when the drivers and vehicles demonstrate such a lack of care?