I hate poor customer service

[reelapeelin]

Originally Posted by spareparts

I'm not trying to make excuses for them, but from my own point of view, my season has been really hectic and i'm running 3 to 4 weeks out right now. The weather has gotten me further behind than anything(I'm mobile, so indoor work). If every boat I stared on only had the issue that the owner told me about, i'd be closer to an actual schedule as well, not counting when things don't go the way they are supposed to. Its always this way this time of year, and i don't have a solution for it, I'm trying, but it never seems to work out right. I try to tell my customers that I will try to get to their boat in teh time frame, but things happen that screw it up. Keep patient, no sense going somewhere else just to stand in line again. When I worked at the Sea Ray dealer, they had one of the managers from the Charlotte dealership come in and "tell us how we need to be working and scheduling" he had hung around too many car dealership people and had too many "great ideas" that were worthless in our application. We pretty much laughed at him and walked out of the meeting so we could get some work done. He asked why we couldn't keep our work on a tight schedule. Rather than waste the time telling him about all the issues, we just told him Salt Water!

Spare, I think Hedge's biggest frustration is the guy is lyin' to him, tryin' to shoot him through the grease...and I happen to know 1st hand you don't do that. Things don't always work out on time in any business...it's what happens AFTER they go wrong that'll make or break a good customer relationship...if shops like the one Hedge is talkin' about would just be STRAIGHT with customers, it's amazing how much better their lives would be...makin' up stories and givin out several different versions to the same customer...I'd go get the boat...

[Hedge]

Originally Posted by reelapeelin

Spare, I think Hedge's biggest frustration is the guy is lyin' to him, tryin' to shoot him through the grease...and I happen to know 1st hand you don't do that. Things don't always work out on time in any business...it's what happens AFTER they go wrong that'll make or break a good customer relationship...if shops like the one Hedge is talkin' about would just be STRAIGHT with customers, it's amazing how much better their lives would be...makin' up stories and givin out several different versions to the same customer...I'd go get the boat...

That's exactly the point. I don't like being lied to. I have been in customer service for 22 years and a supervisor for most of that. You do not lie to the customer, if you do, it will come back and bite you in the a$$. I do not know the owner of the place, I have never met him. It's his son that works in the office and will prove to be a detriment to the business. Between his lying and attitude their business will suffer.

Reel, if I had another boat I would go get my boat. Too much rain right now to deal with. I am going to give them one more week, then It's coming home.
Damn, where's Skools when I need him?

[reelapeelin]

Originally Posted by Hedge

That's exactly the point. I don't like being lied to. I have been in customer service for 22 years and a supervisor for most of that. You do not lie to the customer, if you do, it will come back and bite you in the a$$. I do not know the owner of the place, I have never met him. It's his son that works in the office and will prove to be a detriment to the business. Between his lying and attitude their business will suffer.

Reel, if I had another boat I would go get my boat. Too much rain right now to deal with. I am going to give them one more week, then It's coming home.
Damn, where's Skools when I need him?

There's another shop or independent marine tech up there for you...you just haven't found him yet...

[aussie]

outboards would be one of the worse engines to work on especially salt water ones a small job ends up in a big job and most good mechanics if they find something else wrong will suggest fixing it . the only repair you can put on a time frame is a service .My biggest problem with repairing cars is when owners are not truthfull on telling me what has happen to there cars .they think by not informing me the job will be cheaper or quicker . Yes there is a lot of bad workshops out here but unless you are over staffed its hard to keep cars going out on time