HillStreet
Veteran Member
I have been using a certain, national company for doing my oil changes for 20+ years. I serviced my company cars as well as my own without any problems to speak about. I went again to one such place today and it went like this:
I drove up to the door where an employee came out to greet me. He asked what I wanted and I told him full synthetic oil change, grease, and rotate tires. He said sure, but tell the guy that checks you in what you want. I asked him why he is asking me what I want when I have to tell the other guy what I want. I asked 電on稚 you guys talk to each other? And he walked away saying sure.
Then 30 minutes in the waiting room (only three customers the total time and they were in front of me), and the boss comes in to check me in. He pulls up the truck file (I知 a regular) and he says last time you had a synthetic oil change. I said right, as I told the last guy. He said he did not talk to the other guy. And I asked him 努hy do you guys talk to me for redundant information but don稚 talk to each other while servicing my truck? He said 的 didn稚 talk to the other guys? I said 典hat痴 my point? He has an air filter in his hand that looked like the type my truck has. He walked back into the shop, and I asked him if that was my air filter. He said yeah, I brought it to talk to you about it. I said, but you carried it into the waiting room, checked me in, never showed me the filter, then walked out, what is it that you want to talk to me about the air filter? He said its clean, you don稚 need a replacement.
When it was over, he presented me a receipt printed with my information but it was printed with the letterhead upside down. Then he said the vacuum doesn稚 work so 田ome back another time when the vacuum works and we will vacuum it?
Then I very politely, and confidentially told him that he needs to reevaluate how this company does business. Some of the things I said 1. Receive customers with a purpose妖o not come out to say hi, what do you want if you don稚 care what I want. 2. If your employee tells me that you will check me in in 30 minutes I will leave because that is too long to just wait at a quick change place, and 3. If your vacuum is broken do not tell me to come back when the vacuum does work (wait in line again?), just knock off $5 to show your sincerity. 4. If vacuuming is part of your advertised service, then make sure it works. Have a preventive maintenance program, have a checklist that will identify these things, have a spare, OR compensate customers for the lac k of your advertised service.
I know that I should call the company but I do not want to complain about somebodyç—´ livelihood. Maybe I expect too much but a simple oil change is just thaté*� simple task. I just don稚 have confidence in these people that they will do it right.
I drove up to the door where an employee came out to greet me. He asked what I wanted and I told him full synthetic oil change, grease, and rotate tires. He said sure, but tell the guy that checks you in what you want. I asked him why he is asking me what I want when I have to tell the other guy what I want. I asked 電on稚 you guys talk to each other? And he walked away saying sure.
Then 30 minutes in the waiting room (only three customers the total time and they were in front of me), and the boss comes in to check me in. He pulls up the truck file (I知 a regular) and he says last time you had a synthetic oil change. I said right, as I told the last guy. He said he did not talk to the other guy. And I asked him 努hy do you guys talk to me for redundant information but don稚 talk to each other while servicing my truck? He said 的 didn稚 talk to the other guys? I said 典hat痴 my point? He has an air filter in his hand that looked like the type my truck has. He walked back into the shop, and I asked him if that was my air filter. He said yeah, I brought it to talk to you about it. I said, but you carried it into the waiting room, checked me in, never showed me the filter, then walked out, what is it that you want to talk to me about the air filter? He said its clean, you don稚 need a replacement.
When it was over, he presented me a receipt printed with my information but it was printed with the letterhead upside down. Then he said the vacuum doesn稚 work so 田ome back another time when the vacuum works and we will vacuum it?
Then I very politely, and confidentially told him that he needs to reevaluate how this company does business. Some of the things I said 1. Receive customers with a purpose妖o not come out to say hi, what do you want if you don稚 care what I want. 2. If your employee tells me that you will check me in in 30 minutes I will leave because that is too long to just wait at a quick change place, and 3. If your vacuum is broken do not tell me to come back when the vacuum does work (wait in line again?), just knock off $5 to show your sincerity. 4. If vacuuming is part of your advertised service, then make sure it works. Have a preventive maintenance program, have a checklist that will identify these things, have a spare, OR compensate customers for the lac k of your advertised service.
I know that I should call the company but I do not want to complain about somebodyç—´ livelihood. Maybe I expect too much but a simple oil change is just thaté*� simple task. I just don稚 have confidence in these people that they will do it right.
