Home topics news News News Customer touch points can be make or break Danielle MacInnis September 6, 2011 Today I went to drop my Honda off at a Honda Service Centre for a service. I wanted to share with you my experience so you can see the importance of customer service and that customer touch points give you the opportunity to build your brand or jeopardise it. The way your customers experience their journey with you, especially in a service based business, is such a powerful way to build brand loyalty and devotion – but so many businesses stuff it up. Anyway back to my experience. So it’s 8:30am on a Monday morning and I have dropped my son at school and am heading to the Honda Service Centre. My anxiety grows as I try to cross a busy road to find that there is no where to park except crossing a double lane major road and parking on in the small space of in-front of the service centre. I am already stressed. I go to reception where the front receptionist is on the phone with a bank of calls lined up. I am asked for my registration number which I can’t remember because it is a new car. Another service person searches the paperwork on the desk and doesn’t find it. I then peek out the window and read the rego number off the car. They find my paperwork. Then I am asked to sit in the waiting area.