New businesses need to focus on customer service


  |  Posted: Wednesday, Apr 23, 2014 02:18 pm

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Dear Editor,

I began going to a new, local business because doing so was preferable to making the trip to a Calgary dealer for work on my car. At the outset, I was optimistic and positive about the opportunity. I also understood that there would be new business glitches and was prepared for these.

I wasn't prepared for the 'perfect storm' type failure of the dealership at a number of levels over something relatively minor. This relatively small issue of a replacement for a ring that holds the D/C socket to the dashboard was like the proverbial horseshoe nail. On a previous visit, I had asked that the required part(s) be ordered for this visit. They were ordered, or should have been. Instead, they were ordered, but only then. In addition, the several engine noises, evident before the appointment, were not adequately addressed. In my mind, the mind of the paid-up customer, there were, at minimum, explanations due.

So far, a reasonably standard complaint, one that I registered with the dealership before leaving the premises at 18:45 that evening. What comes next, is really the focus of this letter.

Despite my bringing the deficit to the attention of the evening staff person, and listening as, capably, she conveyed the issue to her supervisor, my calling and leaving a phone message on the following Tuesday, my dropping by to speak to the fellow behind the service desk (on his last day) and later leaving a message to the attention of the manager on his own telephone line, collectively, did nothing to promote a response from the dealership.

Enough said?

Peter Lambert



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