A Little Customer Service Goes a Long Way

It appears as though, more and more, customer satisfaction is becoming a lost art. I had a car that needed some bodywork done to it. The car dealership has an auto body shop. Since we are leasing the car, I thought it made sense to use the body shop. This way, I figured they would do the work to the dealer's specifications, so we would not be charged for it. After getting everything cleared by my insurance company, I called to make an appointment.

The body shop could not get me in until a month later. Since the car was safe to drive, I decided I could work with their timeframe. I was also told that they would need two days to fix the car. If, in the process of doing the work that was visible, they learned there was more hidden damage, it would require additional time in the shop, but they did not think this would be the case.

When I brought the car in a month later, fist I was told they could not find the appointment I made. After reminding them of the situation and how I made this a month earlier, they recalled the situation. I then told them I needed the car back at the end of two days as I had scheduled some appointments toward the end of the week, since I knew I would be carless the first couple of days of the week.

The worker said that could be a problem because they might find additional damages that would delay the process. I told them I understood that possibility and I would be prepared to make arrangements if that occurred. Still, I told them if this was not the case, I was counting on the car back two days later.

Two days passed and I had not heard anything from the body shop. I called to check on the status and was told they had not even looked at it yet because they were so backed up. I told them I was unhappy and that I had worked with their schedule, now it was time for them to work with mine. They told me there was nothing they could do.

I asked about a loaner and I was told that the body shop had no loaners and they checked with the dealership and were told the dealership could do nothing for me. I do not know if they actually checked but I do know I was without a car for the entire week because of this. I missed some deadlines because of this and I was furious because I had to call them to find this out, they did not call me.

I also told the dealership that my wife and I had another vehicle that needed to be replaced soon and because they would not do anything to help me, I would not even look to them as a possible dealership for out next car.

This incident should serve as a reminder of the importance of customer service. Take the time to treat customers fairly. Take the time to keep customers informed. Be willing, if you are at fault, to bite the bullet and make the necessary arrangements to help the customer out. You may lose a little in the short run but in the long run, it will be worthwhile.