Sorry – we can’t help you.

Sorry – we can’t help you.

Canmore, Canada

“Hey, I need you to sit down for this. You won’t believe the sh*t show at the dealership.”

You ever think this way??‘I wonder how they stay in business?’?

?

All too often, it’s the bigger companies too. No communication between departments. Staff that can’t seem to think (and act!) independently with something approaching common sense. Regurgitation of the “company policies”. On it goes, ad nauseum.?

?

So, I guess I shouldn’t have been surprised when my wife asked me to sit down while she went through her experience at the city dealership this past week.

?

Our car is quite new. Acquired in November of 2019.??It’s an expensive model.?

?

Granted, if you’ve been following these weekly anecdotes, you’ll know that we’ve put a lot of miles on it, crisscrossing the country on top of annual trips south as far as California.

?

The only reason we brought the car in was to check on the air conditioning. On the one or 2 days we needed it last month, it didn’t work. It’s good??we found out before summer hits up here but unbelievable, when we just had it fixed less than 2 years ago.?

?

Now here is where many of you will likely empathize. You’ve probably had a similar experience.?

?

The first time we had this issue the car was under warranty. No charge – issue fixed. A part was replaced, fluid recharged. Whatever got the job done.?

?

This time, my wife called, told them the issue and set up an appointment. A pretty simple matter, wouldn’t you think? Your prior repair didn’t even make it over 2 years. With a new car. We’d like you to check it out and repair it. Cost should be covered by you.

?

Ah – but that is where we were wrong, don’t you know.

?

First inkling of a problem. “Oh, you have that many kilometers – the warranty is now void.”

?

But – we’re talking about your previous “repair”.

?

“Sorry, no, not covered. But if we fix it this time – it will be covered for life.”?

?

Are. You. Kidding. Me?

?

So, my wife asks, what is the cost for the diagnosis, and how long it will take. The guy says, $189 – which covers a flat amount of time, even if the diagnosis takes less. My wife then tells the fellow, that if there is still more time, have the mechanic check out another little issue BUT, if there is no extra time – do not do it.

?

Then she leaves the car and goes off to do a bunch of errands, which for those who live in small towns, are always reserved for visits to the city.

?

You can imagine her surprise when they give her a bill of just under $500!

?

Say what!?

?

When one gives specific instructions to only spend a certain amount and they go ahead and do work that was not “authorized”, one tends to get a bit cranky.

?

This entire scenario could have been prevented right at the booking call. All the lady needed to do was ask the mileage of the car – and immediately tell us that the warranty would not cover this repair (even though it would be a repair of their repair). In this case, we wouldn’t have bothered with the dealership. We would have headed to??a reputable garage and have them fix it. Far cheaper, quicker with better service.

?

Since we happen to know the owners of this dealership, we will write them to tell them of our experience. I want them to know, because I expect there are many other service-related issues that are impacting their business now and will in the future.?

?

The question for you is, how often are your customers and clients being put off by “service’ that is less than stellar by your employees? What are you doing to check up on them? Do you follow up, personally, on any of the less than 4 star reviews you receive??

?

Know that most won’t even leave any feedback. They just stop coming. And so do their friends and family.?

?

During the time the Soviets had agreed to disarm many of their nuclear warheads, reporters asked President Reagan how could he be sure they would comply??

?

“We trust they will do it. But of course, we will also verify it is done”.

?

Your mission this week is to do the same with your “troops” be they employees or outsourcers.?

?

Until next week,?

?

Stay healthy and focus on profit!?

?

?- Hugh?

The “Profit Accelerator ” Expert

?

P.S. If you’d like an additional $10k, $50k or $100,000 or more in additional revenue and profit – then?Accelerate Your Profits ?and let me show you how in under an hour, without spending a dime on sales or marketing. ->StreetSmartsMBA.org/pas

?

★?BECOME A HIGHLY PAID BUSINESS COACH WITH #1 COACHING PLATFORM?★

I am looking for individuals to help handle the exploding global demand for business

coaching services. I’m willing to train [at my expense] the right individual with a

passion for wanting to help small business owners become successful.

NO travel - work from home. $225,000 first year income. If you or someone you

know?is interested,?click here ?and an 8 minute video will explain it all.