My Sister’s Car Held Hostage

Customer service is a trust or not situation. Even businesses that have provided you with services rendered with good results and satisfaction can throw the customer for an unexpected loop.

In the past blog postings, I've expressed the good, not so good and bad situations that I've encountered with customer service.

Usually, the situation just involves me. This time, the situation involves my sister, Darlene.

Darlene has been going through some hard times. A few years ago, she suffered a foot injury on her job at automotive wiring company. She's gone to therapy to heal the foot but it has not healed very well.

The job only gave her so much time with sick leave to heal with pay. Recently, I found out that she would receive one fourth  ¼ of what she makes in a week as she is on sick leave.

Darlene had a hard time keeping up with her bills. Even with the foot injury, she still went to work and did her job.

In August of 2014, she lost her car. Darlene was getting rides to work and the grocery store and pharmacy to get medicine. I’ve been trying to help. Someone gave her car that had been sitting in the yard for while. I bought a battery for the car.  We got the car started, but the car was smoking. We thought maybe it is something minor to take care of, like a core heater, something like that.

Darlene and I took the car to an auto repair shop she knew.  When she had worked for a bus service and they had their buses serviced there. Darlene has had her personal cars serviced there with no problem.

The diagnosis was it was not worth it to fix the car. It took a week or so as Darlene paid for their diagnosis. She was still without a car.

The auto repair shop sold cars. Darlene saw a 2004 Chrysler 200 she liked.  The car had 200,000 miles on it. She and I took the car for test drive and it ran well and we drove it the best we could.  

The auto repair shop agreed to $2000 for the car as is. She decides to buy the car. Within in a week, Darlene drops off a small down payment.

Over the next few months, Darlene worked overtime as much as she and her injured foot could manage. There were times, Darlene wouldn't be able to get the money to the auto service place for another payment unless I took the money or someone else took the money to them.

Sometimes, It could be three to four weeks for Darlene scrape the money to pay down the amount because she was trying to pay rent and keep her lights on.

Finally in late January, Darlene was able to make that final payment for the car. She was so happy.  Before, she left the lot, she asked the repair place to look over the car, and they did find a few minor things, which they took care of.

I took pictures of her posing with her new/used car. Darlene was excited to get her car and be independent again.

In a few weeks after having the car, the engine light came on. Darlene was hearing clicking sounds when she started the car and it wouldn't go. Then the car would start. It didn't happen often but haven't enough to give her a little bit of concern.

Darlene was very hesitant about taking the car back.  She said if they find anything she would be charge for it and she didn't have money to get it fixed.

Also, the driver side of the wiper was not squirting out fluid.  Darlene had gone through several bottles of ice de-icer. Especially, with the winter we were having, that was very dangerous. That was another thing that had to be looked at.

I wanted to her to take the car back to have some of these things checked out. I felt she had worked really hard to get that car and it should be right as it could be.

About two weeks, Darlene was on sick leave for her foot. I decided we should take the car in and get it checked out.

Again, Darlene was concerned about the state of the car because of the high mileage and if they found something; she would not be able to pay for it.

I couldn’t really help her financially because during the winter, the roads iced up really bad, and I had slid off the road into a guardrail. So, the back of my car was dented and I had slammed the brakes to avoid the guardrail and the brake line broke.  I have taking care of that.

Darlene calls the auto repair place to let them know that we are bringing the car to them.

On the day that we are going to the auto repair place, Darlene told me that the car sounded like the belt was making a sound. I told her we need to include that for them to take a look at.

On Wednesday, we arrive at the auto repair place about 11:40 AM. The owner,(not using his name's real name was leaving for somewhere in the parking lot. Darlene quickly explained what was happening with her car.

The owner seemed to be in a hurry and said leave the car with the keys in and someone will come out to check the car. The owners seem very much in a hurry, he said he had an appointment and got in a car and headed up the road.

I suggested to Darlene to take the keys in to give them personally to one of the mechanics. My concern was because her owner had driven off if someone not the mechanics had taken Darlene’s car, she would be out of a car completely. The auto repair shop would have no responsibility.

So, she took the keys. We walked into the shop to talk with another mechanic that we both were familiar with Chuck, (not his real name.) Again, Darlene explained the car situation.

Chuck said that they would take a look at the car. As we were leaving.  my intuition was kicking in to ask Chuck if he had Darlene’s number. But, I didn't.

As we're walking up to my car. I told Darlene that she should tell Chuck about the sound the belt was making.

She told Chuck. And we felt very confident that Darlene fully explained what was going on with the car.

One thing we didn't do which would be a major mistake for us.

 Later that day, I was at the library when I received a phone call formal underling. She said they fixed the car. Relief came over me, then immediately that feeling was gone. She said they had charged her $265 and were waving $20 for the wiper blade situation.

Darlene didn't have the money and I didn't have any extra cash to help out. She didn't authorize the auto repair shop to do anything.

I was thinking that maybe they didn’t have Darlene’s number so they could call when they found out something was wrong and the cost.

Darlene was upset and fearful because we both didn't have the money to get the car. I told Darlene, I would go to the auto repair place and talk to Chuck.

I did go. I asked why they didn't call Darlene and why they had done repairs.

Chuck said the car sensor was faulty and could stop working, maybe not today but could go anytime. He continued to say once they were into the car, it would be double the price to take the part out and find out what was wrong and put it back in. So, they replaced it.

According to the bill, they saw the belt was hard and needed replacing so they replaced it.

None of this was authorized by Darlene to replace or repair. She didn't sign any agreement for them to do anything.

I explained Darlene doesn't have the money for the repairs and they should have not done it without her permission.

So, I asked for bill for everything they did.

I am feeling really bad because I am the one who encouraged Darlene to get the car looked  at. Now again, she doesn't have a car.

Darlene’s car which she paid for is being held hostage because we trusted Chuck and the owner to call us before they made any repairs. Darlene thought she had a repair relationship with them. In the past, they had called her if they had to do repairs.

We really didn’t expect this to happen. As I waited for Chuck to bring the bill. I was thinking how do get through this. Could we sign something to make payments for the repair?

Then, Chuck brought me the bill. I look at what they had done. Near the top of the bill, I saw Darlene’s name, address and two contact numbers. So, they could have called her before doing the repairs.

To add to the insult at the bottom of the bill was a term of authorization to have the repairs done. There are blank lines for Authorized by, Date and Time.

Even though, Chuck explained why they did the repairs. I said they didn’t have authorization to do anything but to look for what could be wrong.

I asked if we could work out a payment agreement, Chuck declined stating that people have not paid after agreeing to pay.

If they would have just looked at the car as we hoped. She would been able

to save up for the repair like she did for the car.

This has been a lesson learned, no matter how we have done business with someone always make sure that the work that may be done, should in writing so  that they know that they are not to do anything without authorization.

At this point, the repair has been put undue stress on both of our lives. Not only, Darlene is dependent on me.

Last week, Darlene has a foot doctor's appointment to get to and she wondered how she would get there. She said that she needed that appointment. My heart sank as she look like she was almost coming to tears.  No one wants to see someone that they love suffer for something they didn’t do.

At this point, the auto repair shop has the upper hand in the car hostage.

We don't understand the auto repair shop. They saw how Darlene struggled to make payment for the car. No matter how much time it would taken, they would have gotten the money for the repairs. She may have not gotten the car repaired that day but she would have been back.

Darlene said in the past, the auto repair shop called with any repairs needed and what it would cost.  This time they didn’t.

But, this time, Darlene’s back is against the wall. She is trying to rent, have food and keep the lights on.

 While on sick leave Darlene received one fourth of her weekly pay. This Friday, Darlene had made sure she had her paperwork in. Then, she found out that she would not be getting no pay for this week because the agency handing her sick leave has not done something.

She has some bills that need to be paid.

Darlene says she is very depressed.  The stress of not receiving badly needed money, having the possibility to move from a house she likes, and electricity and water turned off.  Then, your car held hostage for something you didn’t do.

Darlene is preparing to go back to work with an unhealed foot because she has to. But, she needs her car to get to work. Her car is being held hostage by people who have treated her fairly before.

In reality, the auto repair shop was a business that I was confidant that they would treat my sister as a valued customer and that did not work out.

Darlene is strong and has gotten through some tough things before. It hurts to watch her in pain because of her foot and to go through stress for something that was unnecessary as them making a phone call.

I wrote this blog because what happened to Darlene can happen to anyone with a business or services they have confidence in.   Make sure, things to be looked or done are in writing.  

We have rights as consumers but some businesses are playing a game, which they believe perceived power over us.  They are wrong.

At this point of writing this blog, I am not sure how we will come up with the repair money. Darlene is trying to go back to work this week. Especially, after what just happened with the sick leave no pay.  

 I know we are good people and things will work out.

Thanks for reading the whole story.

Unexpected Discounts Can Extend Customer Loyalty

Christmas is here. Some businesses give their customers a surprise gift, a discount.

I love BBQ. A few years ago, I ordered a ¼ slab of BBQ rib dinner at one of my favorite BBQ place in the city. During the holiday season,  I had ordered the same dinner before and knew the exact amount of the order. , I remember I had the exact change ready.

The cashier told me the total and it was less than I usually paid.  The cashier said “Merry Christmas, we took 10% off your order. The owner wanted to thank you for your business. I thought that was very cool and nice.

The notion that a business owner would say "thank you" and give an automatic discount without a coupon or code, just because he could.

I started to look at different ways that some business give discounts and if they are effective.

One awesome discount I found was when a couple had their one-year old baby in a restaurant. The baby was very good, no crying. When the couple’s bill arrived they received a $5 discount for “Well Behaved Kids.”

What a surprise for the proud parents and what kind of feeling they experience. Are they going back to that restaurant? Heck, yeah!

As a business, you can have some fun like have your customers order in a different character or person’s voice like Captain Picard from Star Trek: The Next Generation or Nic Gage for a discount.

One thing that I have noticed when I am in a restaurant is someone who has their cell phone on the table during the meal and constantly checking it. 

One restaurant in Los Angeles gives a 5% discount on a meal for those who surrender their device before being seated. 

The owner said “ It’s about two people sitting together and just connecting, without the distraction of a phone…create ambiance where you come in and really enjoy the experience and the food and company.”

A discount and promoting human connection is a total win-win for the customer and the business. Surprise the customer, something unexpected at the right moment like at the counter or when bringing the check out.  What a great way to build customer loyalty and have fun.

 Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

 Hello, May I Help You, Adventures In Customer Service posts each week.

 Sources:

mashable.com/2012/08/19/discount-restaurant-no-phone/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+mashable%2Fmobile+(Mashable+»+Mobile+Feed)
http://abcnews.go.com/Lifestyle/restaurant-family-behaved-kids-discount/story?id=23701363

We Are Moving You To The Counter, Others Need Your Table

One Sunday morning, I decided to have breakfast at a locally owned restaurant in my area. I brought in some books and a magazine and was seated at a booth. The restaurant was not that busy. I had eaten there before, the service was good and the food was alright.

I wanted to eat somewhere that had family feel to it without the restaurant chain-store sameness. I wanted to relax, enjoy some food and read.

 As I was eating I noticed the restaurant was getting busier. After eating my breakfast, I kept reading. The lady from the restaurant came up to the booth said they wanted to move me to the counter because they had customers who needed the space and I was there alone. I was somewhat shocked and little disheartened by that treatment by the restaurant.

 

 I wondered what my rights were. Could they do that? Of course, they could, they own the place. Maybe not, a few years ago, a steakhouse owner in Louisville, Kentucky asked O.J Simpson to leave his restaurant.  Later, the owner said “I didn’t want to serve him because of my convictions of what he’s done to those families.” Question: Was the owner’s actions legal or illegal? Simpson did intend to file a lawsuit against the restaurant alleging his ejection was about race and not being a high profile customer. Later, he didn’t follow through with the suit.

 Restaurants do have rules they must follow. They are allowed to implement neutral customers conduct rules, dress codes or other neutral admission policies. Such policies must apply equally to all persons regardless of their race, color, sex, gender identity or other protected characteristics. The policies and laws vary from state to state.

For example, in California, the Unruch Civil Rights Act, enacted in 1959, states “All persons within the jurisdiction of the state are free and equal, and no matter what their sex, race, color, religion, ancestry or national origin are entitled to the full and equal accommodations, advantages, facilities, privileges or services in all establishments of every kind whatsoever.”

 I thought I should get a refund, but I didn't speak up and left which is I'm sure, is what they wanted.

 I've never eaten at that restaurant again. I still ride by and they're still in business. I never told anybody about that treatment I received from the restaurant.

 As I've been writing this blog, I've had to go into the vault of my good and bad customer experiences. As a bachelor, I often eat alone in restaurants. On occasions, I've been seated near the kitchen and placed at the smallest table available. One time, I asked the server, if I get another table, she gave me a look and went on to explain the table seating is based on one. Ouch!!! It's not even Thanksgiving and I'm relegated to the children's table for a meal that I'm paying the same price as someone that has someone and a better table.

 

Personally, I avoid going to a restaurant on a Friday or Saturday evening. Is this the Curse of the Alone Diner?

The NPD group, a consumer market research firm found out that 60 percent of Americans eat breakfast alone and 55 percent have lunch alone. As for dinner, 32 percent have dinner alone.

 

Now, there may be a social life preserver thrown to the Alone Diner. The downside is that we may have to travel to Amsterdam to be saved from bad Alone Diner treatment.

Eenmall is a restaurant in Amsterdam that has only tables for one. It offers a four-course meal including drink. There is no Wi-Fi, diners are encouraged to read physical books and magazines.

There may be some hope here in the states. The U.S Census Bureau revealed more people are living and eating alone than at any other time in history. Nearly one-third of all current U.S household have a single person in them.

Some restaurants are making an effort to accommodate the Alone Diner. Restaurant trenders say they’re seeing a larger emphasis on restaurants that have more two persons tables with faster wait times and smaller menu items that are geared towards individuals.

At New York City’s based Union Square Hospitality Group, the servers are trained on how to interact with the Alone Diner. The customers are offered a couple of table locations along with reading materials, if desired.

 Here are a few concepts that restaurants can be used to increase their share of the profitable Alone Diner pie:

    Spend the time and effort to hire the right people with good personalities to interact with the Alone Diner.

    Outline the behaviors you expect from your employee, the way they should act, speak and respond to the Alone Diner’s needs and requests.

    Establish and maintain on-going customer service training on a recurring basis.

    Give incentives to employees who demonstrate great customer service. Employees want to be well paid, but they would like to be treated with respect and shown appreciation.

 Here is a kicker, a Gallup Poll survey revealed a customer who is emotionally bonded to your place of business is likely to spend 46 percent more money that a customers who is just satisfied, but not emotionally bonded.

This is very true to be “emotionally bonded” to a restaurant. I have found a restaurant that I have an “emotion bond” where I am treated the same whether I am dining alone or with someone.  My average bill is about eight to nine dollars and I visit this restaurant about once a week.  My average spending at this restaurant is 50 weeks x $ 9.00 = $450.00.

The reason I eat at this restaurant because I can read and work as long as I want without the threat of being kicked out plus the food is really good. One day, I was writing and got into a groove. Seven hours later, no one ever asked me to leave, they just kept refilling my hot tea.

It takes some guts to eat alone in a restaurant, but it is our right to be served and treated as if we were part of a “party of five.”

 

As we end with each blog post, the mantra, Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

 Hello, May I Help You, Adventures In Customer Service posts on Wednesdays.

 Sources:

Eating Alone by Design: An Entire Restaurant With Tables for One http://www.businessweek.com/articles/2014-04-24/eating-alone-by-design-an-entire-restaurant-with-tables-for-one

http://www.theguardian.com/lifeandstyle/wordofmouth/2013/dec/18/eating-alone-no-shame-lone-diner-table-takeaway   

We Eat Half Of Our Meals Alone

http://www.huffingtonpost.com/2014/08/07/eating-alone_n_5658532.html

http://www.cnbc.com/id/101899818#.

http://www.today.com/money/eating-alone-new-american-diner-goes-solo-1D80049574

http://www.gaebler.com/Denying-Service-to-Restaurant-Customers.htm

Front-line Employees Are Key to Customer Service Success http://humanresources.about.com/od/customerservice/a/serve_customers.htm

Where Is The Trust? Crossing The Line Or Not!!!

Recently, I had a starter replaced in my car at a auto repair shop that I have gone to before.  Over a year ago, the shop gave me a huge rundown on what was wrong with my car, it was something I didn't ask because I was there for a specific repair. The shop manager presented me a rundown that was two pages. Ouch!!!

This time, the shop manager told me I should consider getting another car even though my car still runs fine and all it  needed was a new starter. Then, he told me, he had a personal car for sale. The car was totally not me.

I thought about the moment, if he was telling me that my car which was still running good,  should be replaced, so I would buy his car. My car isn't in the greatest shape, but it gets me from here to there.

Is this a good business moment that is in the best interest of me (the customer) or was the shop manager trying to sell something that benefits him personally.

Can I really trust the shop manager to give me a true evaluation of my car situation? Or was the shop manager making the situation seem worse to make a sale.

Could I be looking at this situation, too hard and he's actually looking out for me? I'm not sure.

Has this happen to anyone else?  Leave a commit below.

As we end with each blog post, the mantra, Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

Hello, May I Help You, Adventures In Customer Service posts on Wednesdays and Fridays.

Verbal Confrontation At The Counter

One afternoon, I went to get take out from a business that had opened up about five months before.  The food was good and the service was coming along. The counter-people seemed confused on what they were doing. But, they actually got orders right. Owner A as I will call him, directed the crew in a pleasant manner and helped them.

The business had two owners running things as I could observe. Owner B seems like he was just there, not doing much. In fact, I saw him perform the task of changing the channel of the TV in the dining area.

The business had people coming in and ordering.

Months later, I drove by the business and it was closed. A few months later, I was riding past the place and it was open again. Another day, I went in for a take out meal. Owner A wasn’t there but Owner B was there.

I had ordered my meal from Owner B and was waiting at the counter. I was the only one in the place. Then, a female employee walked in with her son and she went behind the counter to start work. Owner B started yelling at her about something. The employee was clearly upset about something and trying to get her composure to work.

Owner B kept in on her. Then, her son who was a least 20 years old starts cussing at Owner B, not to speak to his mother like the way he was. Owner B who has been standing behind the counter starts a verbal argument with the son. The mother/employee intervenes and tells her son to leave. Reluctantly, he leaves.

Owner B tells the mother/employee that he is going to call the police on her son. She said he didn’t have to do that. But, he shouldn’t  have spoken  to her the way he did.

As a customer, I felt very uncomfortable witnessing the confrontation and didn’t feel safe.

Owner B never apologize for what happen in his place to me. Plus, I got a glimpse how he treated his employee. I thought I do not want to give this guy and his business my money.

It has been a few months since the incident. I drove by the place and it is still in business. As I drove away from the business, I hoped that Owner A was a at the counter.

Remember the mantra: Plant Service, Harvest Money.

Hello, May I Help You post on Wednesdays and Fridays

Ask for Tuna Steak, Instead of Fish

It was Friday, fish day. Lots of places were serving fish. I was not in the mood for fried fish. So, I went to one of my favorite coffee house that serves food.

On the menu, there was grilled tuna steak in the garden.  I love tuna steak but I didn’t want a salad.

Jimmy, the coffee shop owner, came over to shake my hand as usually does when I come to the shop. I asked him, “Do you still make the Tuna Steak melt?” He said “We can do one for you.”  The melt wasn’t on the menu. He told me, he would get the manager who knows the computer system to order the sandwich which was not in the system.

I sat down at a booth. Within minutes, Tiffany, the manager came over and took my order. I didn’t have to leave the booth. She explained the meal would be slightly more than a regular melt sandwich because of the tuna steak. I was fine with that.

I would gladly paid more for exactly what I want.

Jimmy made that happen. All I did was ask. His friendly manner towards me and other customers I’ve seen him interact with on several occasions.

Great customer service is getting to know your customers to the point that they can ask you any question about regarding your business. You can answer them with service that shows you care and value them as a customer whether they are a regular, sometimes or new customer.

Remember to Plant Service, Harvest Money

Hello, May I Help You, Adventures In Customer Service posts on Wednesdays and Fridays.

Follow at  @artbyrdview

Word of Mouth: The Kiss of More Money or the Kiss of Death and No More Money.

Most of us have cars. At some time, we have to deal with getting them repaired. Repairs are way of life when owning a car.

But, what happens, when you get your car back after the repair at most auto repair shops. Our cars basically look the same with the white paper left on the floor.

How do you feel?  Like, you just got back in the same old car.

Dirty Car

I had a friend whose car was serviced. It was so dirty afterwards, she had to call the shop to have the car cleaned. Her loss time in driving back to the shop and the frustration that she had to endure. The shop should've known the car looked terrible. But, they did nothing about it.

According to the Inc.com article, The Powerful Reach of a Happy Customer (Infographic), between word of mouth and social media, the average customer will influence a shocking 42 other people for every positive experience, they have with a company.

How did I find out about my friend’s story? I wasn't at the shop with her.  She told me.

BMW Service

I have another friend who has a BMW. The customer service story is different. Each time, her car is serviced. They wash and vacuum the car. After the repairs, the wash and vacuum the car feels brand-new. That is the feeling BMW wants their customers to have. With service like that, where and what will be my friend’s next car purchase.

I will let you answer that.

What does it cost to make the customers experience with your business, service or product special. Not much, just some thought and compassion.

A Suggestion For the Repair Shop.

Hire someone to wash and vacuum cars after repairs at your shop. The extra business from this little adjustment will make up the difference in hiring someone to do the washing and vacuuming.

Make sure the customer feels extra special and that can result into extra cash.

The 2012 Customer Experience Impact Report (CEI) states 86% of consumers say they would be willing to pay more over the standard price in order to ensure a superior customer experience.

Could your business, product, service or brand benefit from 42 people knowing how great your customer service is?

As we end with each blog post, the mantra, Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

Sources: The Powerful Reach of a Happy Customer (Infographic) by Laura Montini from Inc.com.  @LMMONTINI

The 2012 Customer Experience Impact Report (CEI) http://customerthink.com/customer_experience_impact_report/

Hello, May I Help You, Adventures In Customer Service posts on Wednesdays and Fridays.
Follow at  @artbyrdview