At my current job, there are times that we have unusual difficulties in making a person's eyeglasses. What usually happens is that the optician will make up a story of what happened to cause the delays, problems, etc. Often, the problem is REALLY that we dropped the ball and F'ed up. The problem comes when they call back later, and talk to someone else who then gives them the real truth or a different story. Instantly, the customer is unhappy and feels they are getting the runaround even though we are doing our best to fix the problem and regardless of what is told, it does not change the final outcome of when we finally get it right for the customer. But its too late; they are already ticked off.
Service managers / service writers at dealerships do the exact same thing. Would you tell a customer that your company forgot to tighten up the lug nuts and that was causing the noise that the customer brought the vehicle in for? Probably not. They'll tell ya that the wheel bearing just started making noise but we just happen to have one laying around that we threw in for free and we won't charge you since you just got done spending a lot of money on the previous repair. I, as a customer, would prefer the truth. I understand that people F'up. I've forgotten to tighten my own lugs. But instead, lies are told just to make people happy because people cannot handle the truth even when it does not change the final outcome of the deal one little bit. I tell the customers, "sorry sir, but we just simply forgot to order your lenses and your glasses were sitting here for two weeks not getting a darn thing done to them. But, this is what I can and will do for you..." ------------------------------------ Web: <http://groups.yahoo.com/group/dodge_intrepid> Subscribe: <mailto://[EMAIL PROTECTED]> Unsubscribe: <mailto://[EMAIL PROTECTED]> Moderator: <mailto://[EMAIL PROTECTED]>Yahoo! Groups Links <*> To visit your group on the web, go to: http://groups.yahoo.com/group/dodge_intrepid/ <*> Your email settings: Individual Email | Traditional <*> To change settings online go to: http://groups.yahoo.com/group/dodge_intrepid/join (Yahoo! ID required) <*> To change settings via email: mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] <*> To unsubscribe from this group, send an email to: [EMAIL PROTECTED] <*> Your use of Yahoo! Groups is subject to: http://docs.yahoo.com/info/terms/
