Squeaky Wheels

Do you get your car serviced at the dealership or do you find it too slow and expensive and opt for an alternative?

Let me tell you why my next 3 oil changes are on the house! 

Remember last Saturday, 70º and sunny outside?  The last place I wanted to be was stuck indefinitely in the Bommarito Nissan waiting room in front of a television station encouraging me every 15 minutes to become a medical assistant through Sanford Brown.

My previous visit to this location left me waiting for an hour and a half for a simple oil change.  Knowing the extent of this, and knowing that at my 15,000 service visit I would certainly be here longer, I thought to ask this time, just how long I should expect to wait.  I was told it would be an hour and a half to an hour and forty-five minutes TOPS!

Well, okay, that's reasonable, right?  I can get caught up on my reading and still make it home in time to attend the Wash U. Pow-Wow with my family!

So, at 2 hours and 40 minutes, my name was finally called.  Great!  I can finally get out of here!  No such luck.  At this point, I was told I could opt for more services.  When I looked at my watch and declined, I was told that my car would be back in no more than 5 minutes.  Twenty minutes later, the fishing show was starting!  Ugh!  I got up and marched into the service area, hands on hips, staring down the fellow who had promised 5 minutes.  I could see my car and wondered how long it had been sitting there ready for me to take it home.

From this guy, I received an apathetic apology followed by an excuse.  More than asparagus, I HATE excuses!  I don't care if you're having a rough day; I don't care if you're new; I don't care if Saturdays are particularly swamped.  The rule is "Under-promise and over-deliver!"  Customer Service 101.  If you think it might be 3 hours then tell me it's going to be 4!  That way, I can choose—stay and consider all Sandford Brown has to offer, or go and enjoy the short-lived St. Louis Spring climate!  

Clearly, complaining to this schmo wasn’t the answer.  I didn't want to spend one more second there so I left, determined to return to my old standby Kelly AutoTire on Kingshighway next time I needed service.

The next day, an opportunity presented itself to me electronically and I simply could not resist…THE SURVEY.   What a delightfully brief, 3-question survey that made all the difference in the world. 

1.      Were you satisfied with your service?  No. 

2.      Would you recommend this service to your friends?  Absolutely not. 

3.      Would you return to this location for your service in the future?  Probably not. 

      When asked to explain, I very poetically let them know that their service was slower than snail snot and that I don’t care to spend my sunny Saturdays this way.  

Can you say “Responsive?”  I received a call the next day from service manager, Jim Willie, who was not only genuinely apologetic but proceeded to let me know exactly what steps are being taken to alleviate wait times. 
They have put together an express lube team and are working on putting together a team for Saturdays.  By the next time I come in, they will also have cars for their patrons to drive when wait times are unacceptable.  He did not make any excuses and thanked me for my feedback.  And to compensate for lost time, he is granting me my next three oil changes free!  Now that’s resolution! 

Good managers always want to hear the truth.  Thanks, Jim Willie, for taking action and making change happen! 

A Good Egg

Good eggs in the service industry deserve to be decorated!

"Good morning!  Nice to see you again!  Will it be your usual?  Egg and cheese bagel--cheddar cheese, well-done egg?"  This is how I'm greeted by Tyler Williams of the 9th Street Grill, Purina's in-house cafe.  The last time I entered this place or ordered this sandwich was at least six months prior and before that, I visited only a few times a month.  This woman's memory and interpersonal skills are nothing short of amazing! 

As I patiently waited in the queue to place my order, Tyler worked her magic.  Each of the gentlemen in front of me in line was handled with the same care.  She greeted each one with a smile; and she knew their faces and some of their names along with their “usual” fare.  She offered alternatives to depleted items before her guests even had time to process disappointment.  On top of that, she also cooks everything to order.  Yet she never fails to make a little genuine small talk while she keeps things steadily moving along. 

I have a deep appreciation for anyone who can combine friendliness and efficiency in such an exemplary manner.  Tyler has a warmth and affability that invites people in and sends them away smiling as quickly as possible.  When I see her behind the counter, I know I can sneak in at the last minute and still make it to my morning meeting right on time. 

Kudos to you, Tyler!  Thanks for the "eggstraordinary" service!

Local Harvest Schmocal Harvest

My prediction is that Local Harvest Cafe in Tower Grove will be that place people talk about in past tense next year if they don’t replace Mr. Zero Charisma at the front counter.

“Unwelcoming” is the flavor most prominent, despite the locally-produced-with-sustainable-methods menu.  This concept is too good and green to be spoiled by too-old-to-be-angsty front-line representation. 

When asked which is the best choice between the brisket and the grilled cheese, this bad-mannered vegetarian retorted that “I wouldn’t eat the brisket” in a tone that made me shutter. 

So, politely, I took his advice and ordered the grilled cheese, but my decision was based mostly on trying to build a rapport with him.  What?  Why was I trying to engage him?  While I briefly continued to lighten the banter, his awkward social abilities turned more stern and aggressive. 

I’ll never forget this story one my marketing professors told me about the guy running the loading dock at Sears.  He was in the restroom and began a conversation with the President of the company, who happened to be visiting his store on this day.  The dock worker told the high-powered exec, that he was the most important person in the company.  The man was shocked at his arrogance and inquired as to how that was possible. He told him “I’m the most important because I’m the last person the customer has contact with before they leave here and their experience with me will be the one that determines their return.”  He was right. 

I happen to be one of those ladies who lunch and pleasantries always win me back over menu options. I believe there is a place for everyone on this planet.  My front-counter-friend, please find yourself a new place. 

Local Harvest, please give me a reason to return.