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Joe Marconi

We made a mistake, but the customer crosses the line

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A first time customer arrives at our service counter requesting prices on a set of tires. My service advisor, using the vehicle information she gave him (big mistake), priced a set of Goodyear tires. She authorized the job and made an appointment.

 

The customer dropped the car off this past Wednesday for the tires. A few hours later the car brought in, only to realize that the tires were the wrong size and the tires that belong on her car would be more money. The advisor called the customer and she went ballistic. She screamed and demanded what we honor the price. The service advisor reduced the price to cost, but that was not good enough.

 

She decided to cancel the tire job and pick up her car. We made a mistake; we should have never given her a price without actually checking the vehicle information and tire size. It was a mistake, we admitted that to her.

 

But here is where it gets ugly. She came in with a friend to pick up her car and she started to insult my service advisor. She called him names and began to throw insults at him that I do not want to repeat. My advisor said nothing; he stood there and took it. We also had other people in the office at the time.

 

I called the women and told her that I would have given her the tires at any cost, but after hearing what she had done and said, I told her that some things cross the line. She responded by saying, “aren’t you guys regulated? Isn’t’ the customer ALWAYS right? And don’t you have to honor the price?” I said, “First we are not regulated, what ever that means, this is America the last time I looked, and we are talking about a mistake here. Plus, the way you acted, I really don’t think we want you as a customer.”

 

By the way, she freely admitted to me that she was “fresh mouthed”, her words, not mine.

 

IS THE CUSTOMER ALWAYS RIGHT? Not really, agree or not?

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