This past week, I experienced some of the worst customer service I have ever seen. As a result, I will most likely never buy from these two companies again. In this day and age, I don’t understand how bad customer service happens.
My daughter has been having engine troubles with her car for quite a while. She has taken it to the dealer numerous times to be fixed, and still had to take it back within a few days because the problem still persisted. Fortunately, it was under warranty. Last week, she was told that they finally found the real problem. They would fix it, under warranty, if she could produce all of her oil change receipts for the last three years. If she couldn’t, she would have to pay for the repairs herself, at a cost of $4,000. She didn’t have the receipts so was on the hook for the repairs. The service department said there was nothing they could do for her and did absolutely nothing to keep her business. Geez!
I ordered a box of flooring a few months back and was told they would call me when it came in. I waited and waited for their call. Finally I dropped in to see them to follow up and was told they had no record of my order and asked if I was sure I ordered it from them. I’m getting a little forgetful in my old age but certainly not that bad. A simple, “I’m sorry sir, we must have misplaced it” would have been better instead of insinuating that it was my fault. Geez again!
What the heck is going on? Do business people not realize that I may need their products or services in the future? Do they not realize people relay bad experiences to their friends? Have they forgotten that 80% of business comes from customers they already have. Why not bend over backwards to try and keep them.
The lesson to be learned is, that no matter how small the purchase, or if a person is in your store and “just looking”, treat them as a long time customer. Why? Because if they have a good experience they will come back again and again. Don’t let up on great customer service no matter how insignificant the prospect is.
PS: My daughter switched to Fredericton Kia and had an over-the-top customer service experience and bought a new car. Good on them.