My Anger Meltdown over Service Dept.
Today,I had a nice leisurely drive to the dealership where I purchased my travel trailer. I was just taking it to have the antifreeze flushed out of the water lines. All went well until I got home....
Forum Discussion
Customer service is key to any business's success. I used to work at SEars back in the mid to late 70's back when they were King and had a no questions asked on returns. I worked in paint and hardware and couldn't tell you how many people would buy things for one project and bring them back unsellable, paint pots, air compressors, lawn mowers, DeVilbus paint sprayers and on and on. Gave you a lot of faith in people... as the price was incrementally increased for everyone else to cover the losses. I would get so mad sometimes I'd make a store manager come and give them their money back... Most people of that type, however, don't care what you think. I did have one store manager who liked doing that and would tell them his title and how he felt he should personally come and give them their money back since they were obviously such good loyal customers. We would stand around and grin while he made them fully aware we all thought they were POS's. They likely at least went to another Sears next time... He was fun and put a Pong machine in break room for the employees. For awhile there people were hanging around at nights after work playing little tournaments. It was a great atmosphere to work...back in the day... And then I went into the Marines and college and the world began to suck hard.
And then there were the people who would have broken stuff at home and come in for things or a replacement and NOT seek the return. I had one guy who had a good size year old air compressor that cost quite a bit and the tank had lost its integrity and he was coming in to BUY a new one. He mentioned the old one was the same one he was buying, in passing while buying the new one. I asked if he bought it from Sears and he said yes about a year earlier but he used it daily. I asked him if he could go get it and bring it to the back dock and he said yes, why... I was about done with the paperwork on the new one and picked it up and tore it up. He sort of looked at me strangely and I told him if he went and brought the old one back I'd have a new one ready and we could give him the new one free. He was shocked. I felt great getting to help people like that.
And then there were the people who would have broken stuff at home and come in for things or a replacement and NOT seek the return. I had one guy who had a good size year old air compressor that cost quite a bit and the tank had lost its integrity and he was coming in to BUY a new one. He mentioned the old one was the same one he was buying, in passing while buying the new one. I asked if he bought it from Sears and he said yes about a year earlier but he used it daily. I asked him if he could go get it and bring it to the back dock and he said yes, why... I was about done with the paperwork on the new one and picked it up and tore it up. He sort of looked at me strangely and I told him if he went and brought the old one back I'd have a new one ready and we could give him the new one free. He was shocked. I felt great getting to help people like that.
