So pissed off right now! Todays businesses.

Very true!

 

Sounds like you've been there too....

It sucks, I tell people I'm always feeling my way through a business relationship. In Mikes case I would not have handled it that way because he was a new customer and you never know what can come from that.

He should have told Mike a longer amount of time to complete than he expected to give himself a buffer.


Mike would have made a choice at that point and frankly I think that's all he wanted.

 

Which is why China, Singapore, Japan, Mexico, etc. are kicking our asses in business now. Many vendors and, especially sub-contractors, DON'T SEEM TO HAVE A CLUE AS TO WHAT CUSTOMER SERVICE MEANS! We need to wake up soon or we're going to quickly become irrelevant in the arena of world business.

 

That's why good vendors are so covered up

 

I have a custom exhaust shop near me that's the best in the state and he's the sameway. He will do the job, and do it flawlessly but you better not complain about anything or he'll treat you the sameway this guy did. It's a shame and I suggest you just pay the BBB website a visit and send them the email you got in response to this event. Part of owning a business is that you must understand long hours are something you signed up for. Calling customers after hours to update them, is something I won't even consider an option.

 

Sorry about your problems there Mike. You did the right thing in picking up the parts and sending them to another place.

I had a whole slew of parts powder coated in my engine several years ago. I took it to a reputable shop, but unlike the knuckle head you had to deal with, I got my parts back when they said they would be ready. Took them about a week as they were pretty busy, but they came out fantastic.

Had I been waiting as long as you had to wait, I would have done the same thing, gone picked up my stuff and taken my business elsewhere.

Hey, don't forget to post up pics of the finished product for us.

 

You HOPE

 

The service business is about managing expectations and communication with your client. These guys failed on both accounts. You were tough on them, to be sure, and maybe even unnecessarily heavy handed, I'm not sure. Regardless, the customer is always right and his response to you was lethal for his future business prospects. The world is too small. You know, you can't please all the people all the time, but you sure can avoid pissing off any of the people all of the time!

 

Pap you're wrong here.

It's MAJOR dickhead.

I'm sorry but the guy shouldn't write an email like that.

 

Customer service is all about communication to your customer and setting expectations up front.
But I will disagree you on the concept that the customer is always right. The customer is always the customer and deserves your best.

 

Well I could rephrase it and say that the customer is always right until they aren't. I like to error on the side of the customer's behalf until they prove that they are not worthy of my generous nature.