It's
NEVER ok to be on the phone while at work unless it is work related...and then it must go through the front office. Your wife can leave a message. Once upon a time, like 5 years ago, there were no cell phones and that's the way everything worked. Your wife left a message at the front desk. This is a perfect example of why being on the phone is unprofessional and I will stand by that. The customer thinks he was cheated, #1, and #2 the "issue" never made it to the proper person to be dealt with. That being said, to me it's not about the mechanical issue, although I know it IS an issue. That was an easy thing to hash out. It happens everyday. Working on cars is like surgery. There are a ton of bits and pieces that have to work together and if one has a problem, the whole thing has a problem. We know how to deal with those situations and make people understand. To me the issue with our shop name could have been sorted out if the customer had called the front office. That's not to bash on him, it's just to reiterate the point. Management should be in charge of situations like this. I would have liked to have known there was an issue 3 months ago and maybe it wouldn't have gotten to this point now. The fact is that it did and our shop name has been dragged through the mud with this customers friends before we even had a chance to know what was going on.
Like I said on WRXAtlanta:
Glad this is being hashed out. Good luck with everything guys. Like I already said, be careful what you say and who you say it to. People's livelihood may depend on your hasty statements. Make sure you have exhausted all proper outlets before you cancel CC payments
Also, people who read on the Internet or hear about an encounter your friend may have ha...take it with a grain of salt there are usually 3 sides to every story.
Originally Posted by Tracy
It's NEVER ok to be on the phone while at work unless it is work related...and then it must go through the front office. Your wife can leave a message. Once upon a time, like 5 years ago, there were no cell phones and that's the way everything worked. Your wife left a message at the front desk. This is a perfect example of why being on the phone is unprofessional and I will stand by that. The customer thinks he was cheated, #1, and #2 the "issue" never made it to the proper person to be dealt with. That being said, to me it's not about the mechanical issue, although I know it IS an issue. That was an easy thing to hash out. It happens everyday. Working on cars is like surgery. There are a ton of bits and pieces that have to work together and if one has a problem, the whole thing has a problem. We know how to deal with those situations and make people understand. To me the issue with our shop name could have been sorted out if the customer had called the front office. That's not to bash on him, it's just to reiterate the point. Management should be in charge of situations like this. I would have liked to have known there was an issue 3 months ago and maybe it wouldn't have gotten to this point now. The fact is that it did and our shop name has been dragged through the mud with this customers friends before we even had a chance to know what was going on.
