Last week I took my car in to Schumacher for an oil change and sound in the fuel system.

When I got the car back, there was grease on the driver's arm rest, a little on my seat, and some on the center console arm rest.

There was no one there, and I was pretty much the last one, so I just left and took care of the clean up at home.

The next day I received their email survey form, which I filled out, and I made sure that I told them that I got my car back with the grease on it.

I wasn't really mad, and I didn't think anything of it.

Today the service department manager called me. He said he reads the surveys, and he wanted to apologize that I got my car back in that condition. He promised that it wouldn't happen again, and he asked me if there was anything he could do to make it right.

I told him I was concerned and surprised, but not to worry about it this time.

It was nice that someone called and wanted to chat with me.

I just wanted to share.

 

You should have told them to give you a discount for next oil change

 

You should have done exactly what you did...kudos to you! Bringing it to their attention and getting the Service Managers promise allows him the leverage to take care of a problem internally. The SM's remember that. Pitchin' a fit doesn't satisfy anyone - it may get you a freebie once...but that's more like accepting a bribe...and not "customer service".

Service works both ways - sure, you pay them, but so does everyone else. From their point of view, an outstanding customer gets outstanding service.

Next time, quietly leave a box of donuts in the car with a note to the mechanics. You'll get the extra measure of service and...they'll remember that too.

 

A box of donuts or a case of beer