Got a Nice Phone Call
12-08-2008, 09:02 PM
#1
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2005 C240 4MATIC, 2010 ML350
Got a Nice Phone Call
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.
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.
12-09-2008, 09:33 PM
#3
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Join Date: Nov 2001
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C230K Coupe/Orion/C4/C5/CD/AMG Spoiler/V60/TeleAid, 2 MGB's
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.
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.
