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Customer service drives return business
I am not a car guy. I know where the gas goes, and that's about it. So I have plenty of experience with other people taking care of my car. I have now had an unbelievably contrasting experience, all within a couple hours and one block on Capitol Drive.
It started when I looked at how dirty my car was. So I went to Jimbo's, where we have been taking cars for dozens of years.
I paid the $18 or so and left after my car was done. While driving, I noticed the back window smeared and the dashboard unwiped. Normally I'd just do it myself, but not this time. I turned around and told the lady about it.
After about five minutes this big guy, pants dragging on the ground, came walking out slower than molasses and never said a word. He went to the back and wiped the window with obvious lackluster enthusiasm. Then he leaned into the car and gave the dash a couple of quick wipes. Then he turned and left. Didn't say a word. Not "sorry." Not " is that OK?" Nothing.
So I left.
Then I went to Lindems Auto Repair, across the street and one block west of Jimbo's.
I had a list of things I wanted done. I wasn't sure about the list, but it was based on things other people had told me. Like the guy where I get my oil changed had tried to sell me a transmission oil change. I figured I'd have Lindems do it.
Well these people gave me a ride home and went to work. They called a few hours later, telling me things were done, how much it cost and announced they'd pick me up in five minutes.
I got back to the shop and Ark, the owner, and his wife, Anna, explained all the costs. There was no charge for the transmission fluid. Ark said the fluid was clear and unless I was a leadfoot, the fluid should never need to be changed.
When was the last time some repair guy told me I didn't need something he could have charged me for? I can't remember it ever happening.
One place was rude and officious and the other place was cooperative and courteous and made sure that I understood everything that had happened. One has lost my business forever, the other has become my forever auto repair place.
Nothing like great customer service.
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hardgeminiguy | Jan. 13, 2012 at 4:40 p.m. (report)
I agree--one bad experience in dozens of years is not a good reason to go elsewhere. Did he talk with the owner? Apparantly not--just left upset. Bad experiences MUST be reported or nothing changes.
I have been going to Reliable Auto, 1737 MLK Dr (Third st.) for over 30 years. The owner greets customers--a worker takes customers home and picks them up when the car is ready. Plus, he DOES NOT fix any problem if not needed. I have had that happen to me. He told me--you do not need that fixed! Money saved! A 4 star business! Try Reliable auto--phone 263-9119 as you need an apointment. Jerry Johnson
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BOLDONE3 | Jan. 13, 2012 at 12:11 p.m. (report)
Who cares?? He should be appreciated for his loyalty to the place. I feel the same way about companies who don't respect my loyalty to them. When I find better, I will leave for better service!
Customer Service sells more than the product itself.
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BOLDONE3 | Jan. 13, 2012 at 12:00 p.m. (report)
I LIKE that concept. Advertise bad customer service, it will make companies think TWICE about there behavior toward hard working people.
Called TWC lately?? Oy!!!!!!
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sandstorm | Jan. 13, 2012 at 11:50 a.m. (report)
yeah i hate bad customer service like everybody else but this just seems odd.
Begel takes his car to one place for dozens of years and bolts after a bad experience.
takes his car to another place one time, gets good service and proclaims them his "forever" place.
bet he proclaimed that about Jimbos once, who he now gleefully trashes online.
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