Customer Service 101

[Troll]

OK rant on///

I am in sales. I do a lot of phone work, but I get out occassionally. I have personally met my top 40-50 customers over the years and quite a few dozen more. Mostly contractors, so all (damn near daily) repeat business. I am not the king of customer service, but I have learned a few small tricks over the years. God, this is getting long already.

Last Friday I order a hub nut from Davies Ford. He walked back the aisle, looked in a little bin and said, "we don't have none in stock... I'll have to order you one... be here Tuesday." I agreed and had to pre-pay $14... no big deal. I can't control myself, so I did job on Saturday and used old nut. I go to Daives Ford today and I'm going to try to get my money back. I already assume it's a long shot (still 14 bux is 14 bux) but it could have been handled a lot better.

I walk in with my receipt and say, "Hey, any chance I can get my money back?" He takes receipt, scans it and says, "Nope, look right here... special order... no refunds." He hands the receipt back to me and pushes the nut towards me. I told him I watched him walk back the aisle last Friday, check the bin and say "out of stock".

He shrugs shoulders. I say (which is true), "Well, just so you know, you got me down here at $14. I looked up this part on the internet and I could've had it delivered to my house for $7-$10, but I prefer to come here because you're 3 miles from my house and I like to support the local dealer. I GUESS I'LL JUST ORDER ONLINE FROM NOW ON!"

He says (I don't think he heard or cared to hear one word), "All right, man!"

Funny part. I walk out and say in a regular voice (to myself) "4ucking d1ckhead". There was a salesman standing outside smoking a cigarette. He heard me, laughed and walked away.

WTF? I guess I expect too much. I really did not expect my money back at all.

I would've said, "Let me go talk to my boss" then went and took a pee, came back and said, "Nah, I'm real sorry man, we can't do anything."

Or about 12 other things I can think of that would have been better than what this douche did.

OK rant off/// thanks SCS.

[INSANELY CRAZY]

put that new nut inside a sock and go back there and wack him in the f**kin face over and over with it....

[tylerstepp]

if they stock the part and they were out they could of put it in stock. But if they did special order it and it was something they did not carry then I could see the guys point.

[Troll]

put that new nut inside a sock and go back there and wack him in the f**kin face over and over with it....

Oh, believe me the various forms physical violence rolled through my head, but I soon got over that. Police, jail (?), lawsuits... yada yada yada.

I just wanted SOMETHING from him other than shoulder shrugs and AYYYIIIIGHT, man.

[Troll]

if they stock the part and they were out they could of put it in stock. But if they did special order it and it was something they did not carry then I could see the guys point.

I stated that I did not expect my money back.

I just wanted the situation handled a tad better. It's appalling. Let's just say I was in the market for a new car. He just lost Davies Ford my business forever over $14 and a stupid attitude.

[Hawkeye]

It amazes me how many people in the service business are complete a-holes. They truely dont give a SH*t about return business. Once they have their cash...its like who are you...and don't ask for anything.

The absolute WORST are contractors (sorry if you are one).
I have dealt with 5 or 6 different contractors for various jobs for my house and they all start off great until that check clears...then it basically screw you.

Ok...my rant is off now.:mad1:

[Troll]

The absolute WORST are contractors

you want to have some real fun >>> try getting money FROM contractors.

[laz2447]

you want to have some real fun >>> try getting money FROM contractors.

agreed!

[Hawkeye]

you want to have some real fun >>> try getting money FROM contractors.

I got real good experience on this one as well.....2.5 year long lawsuit and the guy finally paid me after we were ready to sell his stuff in a sheriff sale.

[cam303]

Which Davies ford?

[PUMPED 101]

dude forget davies ford! go up the street to meegan! they will take care of u!

[Troll]

Which Davies ford?

Connellsville

dude forget davies ford! go up the street to meegan! they will take care of u!

this is what I hear. I might start bringing the work car up there, too.

[wick]

Thats why we call them stealerships. HAHAHAH Unless you know somebody, you wont get anything.

[Martin0660]

It's a shame. I use almost all Ford or Motorcraft stuff on my car, wont buy any of it from any local dealer. Can get everything for less, no hassel, from a number of on-line vendors, even with shipping. I would typically rather buy something local, even for a few $$'s more, but just refuse to even go into a dealer parts department any more.

I almost think its just Ford dealer to some extent. Some of my buddies buy a lot of GM stuff at those dealers, and seem pretty happy with several of them.

Bob Myers

[u1arunit]

That's right Bob. Don't hate the dealerships. Hate the ones who don't work with you. I work as a Parts Manager and after 24+ years I can honestly say that I will work with anyone. Good guys are out there, you just need to look.

[cam303]

My brother is the parts manager at Davies in Charleroi. He is also a member on here but does not get on too much.
Tell him you are from steelcitystangs and maybe he will hook you up. lol