lvbltec
mini tech
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Posts: 24
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« Reply #60 on: October 25, 2007, 06:52:22 PM » |
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well i'm sorry you feel that way if anything you should be happy that they are doing that i've seen many a customer come in and have the porters walk around the car very fast and miss alot but luckly the customer noticed a few knicks and scratches on the car it's there for to protect both parties if there was a knick on your car that was there before and we missed it on the walk around, quite a few people who knew about it blamed the dealership and got a free repair so it's not a thing you should be upset about but a rejoicement about the protection in place for you as the customer to make sure any damage on the loaner vehicle before you leave with it is not blamed on you and the who survey thing. i think i may have been a bit unclear. if me or frank mess up then we deserve a bad survey. but if the issue is something like what erica post just being upset about 2 5$ an hour people instpecting a loaner car or what not give me a break if i payed you 5$ an hour you wouldn't care about your job that much and really no matter what dealer you go to if they have people to clean your car or move it around. they will most likely give you some flack due to the crappy conditions of thier working enviroment.think of it as going thru the drive thru at mcdonalds. u really gonna expect great service from the 5$ and hour cashier on the other end of the old broken down intercom. more like lucky if your food is hot and correct. I absolutely do NOT give a damn if CF only pays the porters $5/hr. for jockeying/inspecting loaner vehicles. My issue is the fact that damage has been done to my MINI on SEVERAL occasions while in the guardianship of CF...damage that should NEVER have occurred! It seems to me that CF is trying to "turn the table" by micro-inspecting a loaner that I use in the hope that damage is discovered which would be billed back to me. (Think of it as a passive way of recouping costs expended for repairing the damage done to my MINI.) |
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yeah i bet i fixed your car....
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minispec
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« Reply #61 on: November 09, 2007, 10:19:13 PM » |
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I can't stop shaking my head as I try to collect my thoughts on the commentary supplied on this thread. I understand that very few of the posters on this thread work in the car business. And perhaps my response to the those that don't is just as empassioned as their comments regarding treatment of their pride and joy. But you must know this-
There is only one MINI dealer in the area. Period.
My suggestion, as a dealership employee and a former national car club director who has coordinated sponsorship from major car companies who have choices where to spend their money ( as in "no" is the choice you don't want to hear), is this-
have a problem with a busines entity, take it up with them directly. It's the right thing to do. And in CFs case, the General Manager is both fair and willing to make that which is wrong right again.
Publish it, on the other hand, and you endanger the positive relationship of others who have no complaint with a business entity as that busines may fear any move they make will continue to be held up for public scrutiny.
This is a private matter, and should have remained so a long time ago.
Just my two cents. Ok, maybe three.
Mark
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Holy crap!
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RoyalGreyMCS
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« Reply #62 on: November 10, 2007, 11:22:10 AM » |
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Thanks Mark for the reply, you make a very good point about this matter.
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MisBehave
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« Reply #63 on: November 10, 2007, 01:19:49 PM » |
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As someone who is not a customer or employee of the dealership I see good points from both sides. As someone who is a middleman between insurance companies and patients I do know that things happen beyond your control, but being the face the customer sees in the retail world you have to be able to handle the anger of the customer.
The topic that does seem to start the customer off is the survey sheets that I have read/heard many complaints about on many threads. It seems that it is so important for the employees to get customers to give only superior ratings they will say or do anything which puts the customer on the defensive because they are not allowed to express any displeasure they may have. In turn they go to their local forum and speak their minds there instead.
Something I think managers need to get across to the Company owner(s) that the importance of the survey is not so much ratings, but allowing people to express themselves truthfully so a trend can be spotted or fixed before it gets out of hand.
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obehave
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« Reply #64 on: November 10, 2007, 01:55:31 PM » |
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I've ignored this because I see little value in the thread in general but Mark's commentary kinda forced my hand.
You trotted out the "There's only 1 MINI Dealership" club CF so frequently uses to intimidate people. The arrogant, in my view, "You don't understand the car business" line is just plain insulting. Is car customer service different than any other business? No. A 3 year old knows when they're being treated badly. It's not rocket science. If people feel bad are they supposed to go " Oh, well it's just because I don't understand the ultra-mysterious car business so I'll have to let it go. Must be me."
My wife listened to 5 years of me bitchin about CF.
I only once left the dealership without an issue.....once. You can look up my service history Mark. That is A LOT of trips to the dealership. That was when Phillipe actually let me install my own wiper blades because they couldn't get a tech to install them and I had driven the 35 miles, one way, to the old dealership to get them.
Jim Hubert is(was?) a waste of skin. He got so tired of me he refused to talk to me. Told me, and I quote; " You can always drive to Richmond if you don't like our service". That's customer service for you.
Someone also made sure I stopped receiving my calls from MINIUSA for warranty work done on my car. Because? dun dun dunnnnnn I gave them bad writeups EVERY visit. They mysteriously stopped for 4 years. I even asked about it. Reply " Gee Mr Obehave, you sure should be getting them???"
I currently have 2 issues with my car. Passenger airbag light stays on. There is no commercially available reset tool. So I'll live with it until I can get to Richmond.
My passenger side door lock relay has died. This was repaired under warranty so I could probably force the issue and get this warranted as well. That would mean dealing with the obfuscation and BS at CF. Only if I find I have no other recourse but I'll most probably replace it myself.
Loyalty is admirable. Myopic, presumptive and, in my opinion, borderline arrogant responses do little to further your cause.
We've both said our piece and I'd like it to end there.
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RoyalGreyMCS
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« Reply #65 on: November 10, 2007, 05:23:31 PM » |
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I think everyone has a good point to bring to the table as well as some that others may disagree with. I tend to not conform to ones opinion. I tend to make my own in my own experiences. I think expressing your thoughts and feelings are important no matter the situation so, taking the time to get out your frustration and anger at something/one or anything is something that you should do. If erica needed to express it in this manner, point well taken. I understand that she does not have warm fuzzy's about CF's service or even sales departments, but in hope's that she feels better I don't mind that she expressed her unhappiness on here. As for everyone else in thoughts on Customer satisfaction. Well, you have the right to express feelings how you felt about our sales department or service department. From the inside looking out I have gone almost flawless with my customers being extremely happy, but I feel that it is not because I pressed them of the importance on customer satisfaction. I think it was because they turely felt that they were genuinly happy with there MINI and experience here at CF. That is how it should be. I think if your happy be happy, if you unhappy then be unhappy until you are able to get right out of a wrong situation. I mean NOT to start anything by my post on here. I just simply want everyone to understand that I here ya, and thoughts and opinions do not go unheard! I feel for whoever has had an unhappy experience, at the same time, I hope the people that have not had the experience of our service to make your own judgement and how you are treated, but be honoest with us about your experience. Customer service does not get better until you can figure out what your doing wrong to fix it. I know what I need to work on. I am not perfect in any aspect of my life. I just hope that the people out there understand that perfection takes time and in most cases never happens! I wish everyone well with there MINI. I hope that no matter where your MINI takes you that you satisfaction is top notch!
Happy Motoring.
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MisBehave
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« Reply #66 on: November 10, 2007, 10:00:54 PM » |
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Very nice reply Nathan. Working any profession dealing with customers is a really rewarding job because of the many people you meet.  There will always be complaints some reasonable some not, but all should be taken seriously. Your mature outlook on reality makes you a wonderful addition to the sales department I'm sure. Keep up the good work and remember when the time comes for a new Mini to find a home, I'm sure many will come to you.  |
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Capt_BJ
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« Reply #67 on: November 11, 2007, 09:47:08 AM » |
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I've decided to employ a new tactic
I simply refuse to complete the survey. As MINI appears to have perverted the reason surveys were first implemented under the tenants of TQM there is little reason for me to complete it.
Rather than using customer feedback as a method to improve customer service, MINI has aligned the survey with employee $ resulting in employee backlash at a customer who gives less than perfect, not simply good but PERFECT feedback.
Case in point, has anyone ever gotten a call from a manager from ANY MINI dealership asking what they can do to raise your low survey marks?
As compared to: how many of us feel pressure to give "all 5s" when you get the call......or have it shoved in your face b4 you even see your car returned?
MINI called me 6 days a week for 6 weeks......ain't caller ID neat? Send me a letter and ask me why I didn't respond why don'tcha?
MAYBE if corporate begins to see a dealership with a low survey response rate they will begin to ask questions.
Old TQM story, at a corporate meeting for a fast food franchise they gleefully announced that not a SINGLE customer complaint card had been rec'd during the previous year. A question from the floor asked, "are we that good? Or do the customers just think we don't give a damn?"
Next year's goal was to have 100,000 customer feedback cards ....
OTOH - grapevine says a lot of CF people we plankowners saw for a few years are 'moving on' ..... is this an effort to clean up there act? I dunno....I don't go there anymore.
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« Last Edit: November 11, 2007, 09:51:51 AM by Capt_BJ »
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The Captain sends
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