We went to the McDonald’s in Wilcox Arizona over the weekend and tried to get a drink, just a drink. It took over 15 minutes just to get a drink. There was at least 8 people working and they weren’t that busy. The counter was staffed with one person who was at the cash register. She was taking orders and putting the tickets to the side for the rest of the staff to fill. The rest of the staff was running around like chickens with their heads cut off. I can’t believe how long it took. I didn’t even order any food. I know McDonald’s is a franchise and they have specific ways of handling things so that the food gets out quickly, but not this time. So much for fast food. Has this ever happened to you?

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I took my Honda Fit in to be serviced by Chapman Honda in Tucson Arizona. What had happened was that the rear tow/camber on the rear passenger side of the car had been out of adjustment and it had eaten a tire. The inside of the tire was cupped because the adjustment was off. I took the car into Chapman Honda to be repaired and they said I would need an alignment for $89. I said ok to the alignment and they proceeded to take the car in for repair. I was told it would be ready by 1:00 to 2:00 o’clock.

We called them at 2:00 in the afternoon and they said it was at the bodyshop being looked at. I asked them why it was at the bodyshop and they said they needed to figure out a way to adjust the tow/camber on the car because it didn’t have an adjustment for the tow/camber. I said ok and left them to work on the car again. I hadn’t heard from them by 4:30 so I called again. They basically said that they couldn’t do anything for the car and that I could come pick it up.

I started thinking about it and I asked them why they couldn’t replace the part under warranty since it couldn’t be adjusted. The service person said “the car is out of warranty”. I asked what the mileage was because I knew it was under the 3 year/36,000 mile warranty. The car has 35,383 miles on it and it is still in warranty. The the service rep said “oh, let met talk to the service manager”. Then of course the service representative said the alignment of the car is covered only by the first 12 months of 12,000 miles it isn’t covered by the 3 year/36,000 mile warranty.

I said this isn’t a problem with the alignment, it is a defect because it can’t be adjusted. If it could be adjusted it could be aligned, but this car can’t be adjusted so it is a defect. Cars can be aligned and the Honda Fit obviously can’t be aligned so it is defective.  We went round and round and they kept saying it wasn’t under warranty. It is pretty convenient that the car only has a 12,000 mile warranty for alignment seeing that it can’t be adjusted. So basically they make a part that can’t be adjusted with a very limited warranty and don’t support it within the 3 year/36,000 mile warranty.  Have you ever had a problem with Honda? I will never buy another car from them.

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If you are going into a store and you know that you are going to be needing your wallet, why do you leave it in the car? A customer comes into the store and they need to leave their computer to be worked on. We charge a small diagnostic fee because people have us do the work and they don’t claim their equipment. (thats another post) Anyway the customer has to run out to the car and get their wallet to pay the diagnostic. I would never leave my wallet in the car. Do you leave your wallet in the car?

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A customer walks into the store and they get on the phone while you are trying to help them. The hold up their index finger to indicate that they need a moment and that they are more important than you are. We try to provide good customer service, but when someone does this we walk away and let them come to us when they need further help. I don’t have time to stand around and wait for someone to have a conversation with someone else while I am trying to help them. It is just rude and my attitude towards them changes. If you walk in a store and ask for help and you and I are in the middle of a conversation and you take a call and proceed to have a lengthy conversation with the person on the phone you don’t deserve my help. The right thing to do would be to say to the person on the phone I will get back to you or put the call through to voice mail. Has this ever happened to you?

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I really hate it when I hold the door open for someone and they don’t say thanks or acknowledge me in any way. I was brought up to say please and thanks. I am not asking for a parade, but a simple acknowledgment would be nice. I guess my expectations are too high. Has this ever happened to you?

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I am on my way home after work last night and I turn in to the street where I live and their is 2 vehicles parked on the sides of the road. One car is on the left side of the road and one truck is on the other side of the road. The thing is that the are right across from each other. One of them could have pulled a little further down and parked so that someone driving by could get through easier. Wouldn’t that make sense? I was able to get by them, but just barely.

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The technician calls a customer and leaves a detailed message so that they understand what is going on with their equipment. The customer doesn’t listen to the message and calls right back and asks what our diagnosis is. I always listen to the message when someone calls because it gives me time to digest the information. After listening to the message I call back if I have questions or to make a judgment call on which way I would like to proceed on the work to be done. I know everyone is in a hurry in today’s society, but I took the time to leave a message so listen to it please before calling back so that you don’t waste me time. Has this ever happened to you?

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I really hate it when customers call and expect that you know who they are. I would say 9 times out of 10 they call and start talking about their service to the tech on the phone and the tech has no idea who they are or what they are talking about. You have to kindly stop the customer and ask who they are so that you can direct them to the correct technician. Not everyone in the office knows who the customer is or what their specific needs are. I would never assume that the person on the other end of the line knows who I am unless it is my wife or my mother. It isn’t proper phone etiquette to not say who you are. Has this ever happened to you or have you ever done this to the person on the other end of the phone?

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I called a business broker on a business that is for sale today (Friday at 12:00) and I reached the secretary of the business broker. ( I have bought and sold businesses before just for your fyi.) I told the lady who I was and that I was interested in information about the business that was for sale. She told me that the broker was out until Monday and he was the only person I could talk to about it. I asked if I could get the information sheet about the business which is standard and she said no, I would have to wait and talk to the broker. I consider this to be bad representation of the business by the broker. The secretary should at least be able to get me the info and I would sign the customary NDA (non disclosure agreement), but that wasn’t possible. In sales of any kind you need to strike when the iron is hot not when you feel like getting around to it. I have had this happen to me when checking on real estate that is for sale also. The real estate sales person is not available and no one else in their office can help with a a property. It has to be the listing agent. I understand that the broker or salesperson is trying to make sure that they keep the commission to themselves, but it really is bad business practice to not service the customer. The broker or sales representative is not representing the seller of the business very well. No wonder our economy is in such bad shape. Have you ever called on real estate and been told put off? Have you ever called on a business and been stone walled by their representative?

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My wife shipped out an item to a customer and sent them an email confirmation that it had shipped. As soon the customer received the email confirmation they ask a question about whether the jewelry item has the date 2010 on it. In my mind it would have been better to ask this question before the item shipped. The charm did have 2010 on it as was indicated on the product page. I believe that you should ask questions about a product before it ships. What do you think?

Update: The customer sends another email and asks if the item is 14k gold. It plainly says that the charm is 14k gold on the site. I still think these questions should be asked before the item ships.

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