Financial Effects of Bad Customer Service
On my past few posts, I’ve pointed out some good customer service…now let’s look at the impact of a negative case.
I took my car in for repair at a Jeep dealership in Wilsonville, Oregon. Not having been at that dealership before, I stumbled my way toward the service area. With no signs to lead the way, I asked someone where the car check-in was, he pointed to a lady behind a sliding glass door. Knocking on the door, the lady pointed at another door for me to enter through, which I did. I stood at the desk for 3 minutes while she was busy typing on her computer. Not looking up she mumbled something about finishing what she was doing. I waited.
Finally, she looked up and asked for my name and problem. I explained that my Bluetooth radio was not working. She immediately asked for my phone’s model number (now, how in the heck would I know that?). I handed her the phone and she tore off the back of the phone (without asking me) to get the model number. Looking at a list, she told me it was not supported. I was armed with the list myself and pointed out that it was supported. She mumbled again.
Next, after filling out two forms and not uttering a word to me, she walked out of the room. Not sure if I should follow…so I did. She got in my car, hung a sign on the mirror and started to walk away. I asked if that was all and she indignantly said, “You have to sign the work order,” and walked away. I followed, signed the document and then left.
Now, I am just waiting for the news…guessing the dealer will call and say either the phone is not supported, not working or that they couldn’t find anything wrong.
The Financial Aftermath
So what are the side effects of this encounter? Well, if you are thinking about a new car, you will certainly not go to Wilsonville to buy a Jeep. If you are thinking about a Jeep, you will certainly think twice about it. If you have 10 friends, you will tell them … and if they have 10 friends … and so on.
Me? Personally will call another dealer for the service to be performed, and when in the market for a new car, I will certainly avoid the Jeep dealership in Wilsonville, Oregon.
If you add all of that up, it could count for hundreds of thousands of dollars in lost business. The dealership will not even know it, but if they cared they would have taken care of their clients in the first place.
By the Way
There was also a puddle of water on the floor of the car when I took it in for service … after 10 days the car was taken apart and re-assembled with the promise that it is fixed. So my new car stinks now, might or might not leak anymore and still does not have a phone that works. Customer service is dead in Wilsonville, Oregon.
There’s More – This Posted by the Dealership
This comment was posted by someone at the dealership (reverse IP addresses tell us that). It is hard to believe that a dealership employs people with this type of attitude toward clients. Oh, if you look at www.jeep.com there is a listing of phones that ‘work’ with their Bluetooth … the phone in question is on the list, so the author of the comment is wrong, again.
In response to your lack of knowledge concerning your vehicle, the Chrysler site for looking up your compatability will tell you whether or not your phone will work with the system based on PHONE COMPANY and PHONE MODEL, and if you don’t know what type of phone you have, well shame on you maybe you shouldn’t have one. Relying on the cell phone company specifically the sales person WHO SOLD YOU THE PHONE to say that the phone will work is just plain ignorant on your part. It is always easier to place blame on something not functioning correctly on the manufacturer rather than the consumer not reading and understanding the systems on your vehicle. I have been at the dealership many times and had no problem finding my way around, all you have to do is lift your head up and read the signs that direct you both inside and out.