Customer Service 101

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I am a creature of habit, not necessarily routine, but certainly habit and because of that I have been brand-loyal to my car dealership for almost 30 years.  In that time, their salesmanship and service have been exemplary.  Today is the first day that I have ever been disappointed in that service.

Two weeks ago, I had booked an appointment for the first scheduled service for my new car as well as requesting to have my snow tires installed.  When I leased my new car in March, I was told that the snow tires I left in storage at the dealership were the same size as my new wheels so I would be able to use them this winter.

I received a call this morning from the service department informing me that they had taken those snow tires out of their storage and disposed of them a few months earlier.  There was no discussion with me about this – they just made the arbitrary decision to discard something that belonged to me, that I owned.  Even if the snow tires were felt to be “on the borderline” of being usable for one more winter, that was MY decision to make – not theirs.

Since my sales representative was off for the day, I left a message for the sales manager and, true to form, he called me back before the end of the day.  Being the person I am, I felt uncomfortable asking for some sort of restitution, but I feel my request was completely justified and, thankfully, he agreed.

We are still discussing how we can come to a mutual agreement regarding my tires but I am confident that the resolution will make me believe that I have been a loyal customer for a reason.  The fact that I have had to cough up $550.00 to buy tires that I was not expecting to buy has not escaped me but hopefully this unexpected expense will be slightly offset by my dealership’s recognition of their error.

Here’s hoping that my service appointment goes well on Saturday morning.