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Posted by on Aug 9, 2014 in Blog, Personal, Rants and Raves | 5 comments

A Customer Service Pet Peeve

 

auto-service

 

Yesterday at a local Firestone Auto Center, I encountered something way too common.

While standing at the counter and explaining what repair services needed to be done, my time was poached and my man-space was violated.  I’m talking about being hijacked by the all-too-frequent alien invader phone call.

 

My needs were simple.  A rear brake light needed replacing.  It was time for an oil change.  And the front brakes were making an awful grinding sound when I pressed the pedal.  I could probably drive another 10,000 miles or so with those minor annoyances.  But with football season just around the corner, I reckoned it was best to service my car now while I still had access to cash.

The shop assistant listened intently and typed notes on a computer screen as I spoke.  Then suddenly out of nowhere, the telephone rang.

Brrrrrrrrrrrriiiiiiiiiiiiiiiinng.

“Hello, Firestone Auto Center.  How can I help you today?”

My guy had been commandeered by a thief.

The next minute or so was indecipherable.  What I did know was the invading caller was interested in pricing out a set of tires.  Apparently, he asked my shop assistant several questions about the cost of various sets of tires.  I made this presumption because my guy kept thumbing through a large book and then punching numbers onto the computer that should have been taking care of me before the interloper rained on my parade.  Their conversation went on for about 6 to 7 minutes while I stood idly by, waiting and waiting and waiting.

When the dissertation on tires prices finally ended, the shop assistant returned to me and mumbled a halfhearted apology.

“Now, where were we?” he asked.

Well, I need a brake light replaced, and…

Brrrrrrrrrrrriiiiiiiiiiiiiiiinng.

“Hello, Firestone Auto Center.  How can I help you today?”

Thought to self.  Fuck meter alert.  On-standby.

To his credit, this time the shop assistant placed the caller on hold (as he should have done the first time).  Then, he walked out into the garage area and hollered at someone about picking up “Line 2.”  Then, he came back to me and uttered yet another halfhearted apology.  About 90 seconds more of my time was wasted.

At that point, I resisted the temptation to lunge across the counter and unplug the phone, but I must say the thought crossed my mind.

I wondered.  Maybe I should step outside and dial the store directly on my cell phone.  Then, over the phone, I should list all the repairs that were needed.  Once that was accomplished, I could wheel the car right up front, hand over the keys, and servicing could begin.  Might that work?

Of course, none of this was the shop assistant’s fault.  I understand corporations want to squeeze every ounce of profit they can out of every store and transaction.  They intentionally under-staff and overwork the employees.  Why hire two shop assistants during the busiest time of day, when one can be hired, instead?  Then, priority is always given to the prospective customer, instead of the existing customer.  After all, I’m captive inside the store already, suckered into the trap.  The objective becomes dredging up new business, and less on taking care of those who’d already decided to do business with Firestone.

Such annoyances happen all the time, in every facet of customer service.  Still, I don’t understand why a caller on a telephone’s time is far more important than someone who is physically standing on the property.  The customer inside the store has demonstrated clear intent to buy something and conduct business.  Meanwhile, the guy on the telephone might be making a prank call for all we know.  Face it, he’s lazy.  At least, he’s too lazy to drive down to the store and conduct his business in person.  Isn’t that what giant call centers in India are for — to stroke all the bothersome price tag hunters and deadbeats with complaints?

The solution seems simple.  Either hire more employees or ignore the phone calls until those inside the store have already been taken care of.  Customer service basics.  Pure common sense.

A simple transaction that should have taken perhaps five minutes ended up taking nearly 20.

I planned on concluding today’s essay with a witty closing line that would make everyone laugh and nod in universal agreement.  But, something unexpected came up.  So, I’ll have to end it right now.

Brrrrrrrrrrrriiiiiiiiiiiiiiiinng.

Excuse me now, while I ignore all of you.

READ: Bad customer service at the M Casino

5 Comments

  1. The way i see it, “A bird in the hand is worth two in the bush.” It is just plain common sense to stay focused on the customer that took the time and made the effort to come in. Those facts should make the customer more valuable than the “iffy” situation coming in over the telephone.

    Maybe if We quietly walked out when We are treated in the manner you have described. Eventually the corporations would make adjustments in their policies regarding customers who have actually come in.

    The Worker has probably been trained to do what you have described. So don’t be too hard on them.

  2. i leave and go to goodyear, or even dealer

  3. No need for a shrink when you have a forum to vent. What a world in which we live…

  4. My only question is, why the hell do you take your car to Firestone??

    • NOLAN RESPONDS: Because it costs half of what Volvo charges. Besides, the girl who works the swing shift on Tuesdays is pretty hot.

      — ND

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