/ A little miffed #21
This is where a big piece of corporate retail america is disappearing. Who is the owner? When you have car dealerships buying tractor dealerships, being managed by joe slob its predestined to become ugly.My dad and Harry Truman said 'the buck stops here'. Every employee of a dealership IS the dealer. Ultimately, the owner of the store is 100% responsible for hiring, training and firing. No excuses. A customer should not have to track down the manager or owner to get basic things handled. A competent manager follows up with those things as a part of their job.
In a car dealer scenario, you have the techs working for a shop foreman who reports to the service manager, who reports to the operations manager, who reports to…
All retailers (in my area) have a new universal “sorry bout that” as a coverall for any issues. Customer service is pretty dismal anymore but as long as people accept it and dole out their cash, it will be ok.