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Service, Attitude and Results

Yahoo Message Number: 72679
Hi,

I've perhaps weighed in on the more critical side of the "customer"/"service provider" relationship. I'd add that few would disagree about the need and value of communication. Communication is vital to establishing requirements, expectations and important subtleties that allow a job the best chances of concluding on positive terms. As for the phrase "The customer is always right." - it's just another one of those feel good tag lines that fits someone else's mass marketing model. It has little to do with the RV industry and service. Truth be known, if the customer was always right we wouldn't be seeing so many short fallings. The customers and businesses we hire need to work as a team. Each one must do its part.

The goal here isn't to embellish the negatives but open the door for improvements through education. Sadly, tension and negative experiences are part of the improvement process. There just is a lot of disgruntled customers out there and I think for good reason. It certainly isn't a bunch of miserable people out there dwelling on all that's wrong in life. People have been screwed plain and simple. I can't support the notion that such a large percentage of customers with issues can be dismissed simply as communication failures. Customers (fee for service model) seek outside services because they lack the knowledge, resources, tools, time, etc. to effect repairs. We are in essence buying know how and knowledge. It places a customer in somewhat of a weak spot and at the mercy of those we believe more knowledgeable than us. In good faith we take their word for things. In an honest world this wouldn't be wrong. But the world isn't honest and businesses have taken advantage of the situation. Not all of them mind you but more than should, leaving a wake of victims behind. Blogs and news groups have given new meaning to "One bad customer goes a long way." I encourage people to vent accurately and responsibly. There's nothing wrong with letting off steam but just don't scald anyone in the process.

My approach when dealing with a service shop is to communicate first. I think email is better than over the phone for certain things. For example, email allows pictures to be sent detailing a specific situation. We all know the value of having something in writing. If you're going in for routine service then perhaps email it's overkill. When those emails don't get responded to I feel the business is inattentive or disinterested. For many young workers, 100 of them show up for work and 101 of them are no good. Better to find this out before opening your wallet. In fact, not returning emails and phone calls is just rude and unprofessional. Although businesses market themselves as all things to all people in all situations, common sense tells us this isn't reality. I'm thinking of CC's tag line "The World's Finest Motor Coaches" Customers and jobs do get screened out based on a hidden agenda. I also think the educated customer is more demanding. Some shops just don't want to be bothered. Today it seems wanting the job done properly immediately brands you as the fussy customer. It's a complete inversion of what should be. Communication for all of its perks takes time and time is money. Not all businesses and service shops embrace it. The casper milk toast guy sitting quietly in the waiting room with an open wallet marks easy money. If the RV industry has evolved based on this customer (and I think it has), less of them are around now as a burned customer base is responding by educating itself. We are entering a new era of doing business, which I think is long over due.

I look forward to better times ahead with service and repair experiences. I don't think I'm speaking out of character either. Until those times come, I think about my Father telling me as a child, "Any job worth doing is worth doing right!" And I ponder the question, "What happened?"

Best - Scott

2006 Allure 430 #31349
(Bus-Stead Lemon)

Re: Service, Attitude and Results

Reply #1 –
Yahoo Message Number: 72680
This extended warranty issue just has me wondering.
How come when one of the regular posters writes about warranty claims denied we have right behind it someone who has had everything from radiators too light bulbs covered.

Of course this is the Internet where anything is possible.
Long time ago someone wrote, the money you pay for a extended warranty, bank it and 90 % of the time when you sell the coach you will still have part of the money.

AL

00 Affinity

Re: Service, Attitude and Results

Reply #2 –
Yahoo Message Number: 72699
Al,

That is exactly what my salesman, at Lazy Days, advised me to do. He was right, 11 years later and I am still ahead but that could change now with the age of my rig.

Ray

2000 Intrigue 11040

Re: Service, Attitude and Results

Reply #3 –
Yahoo Message Number: 72824
Ron,

Flaming is not allowed on the forum, and please don't invite members to flame. Let's put this to bed.

Herb

Forum Moderator

Re: Service, Attitude and Results

Reply #4 –
Yahoo Message Number: 72829
Ron,

Some good points and hats off to

stepping up to the plate and expressing your views. To me the goals are to encourage and reward fair and reasonable service resources. We can do that best by pointing out problems, deficiencies and junk both in products and services. As a follow up, it's equally important to tell of quality, value, solutions and satisfaction. The market is BIG enough to include the small independent and the large business. Both bring value added. I don't get the impression from this group that they are negative, critical or unreasonable. We all have our bad days but overall the spirit is one of "help thy neighbor". A few will burst into flames but that's life. We're good enough at what we do to move beyond that.

On a larger platform, America has lost much of its "hands on" trade expertise. The loss of manufacturing has hurt us in many ways too. A complete treatment of that is beyond the scope of this news group. But it certainly has had an impact on the few products that are still made in America. I also see it in the service shop personnel. Sadly when I see that label "Made In America" I cringe. As consumers we need to think hard about changing that. This news group and all the others like it do unite us under a common cause. Our product here is information where the pen (not hammer, club and wrench) reign supreme. It's a very powerful tool that businesses must listen to. It will take time to over come inertial forces. I hope we can all work together, understand everyone's needs and emerge better than before. I just hate getting screwed and I extend that to my neighbors. I also know I'm not singing solo.

Participation on this forum takes

time. Businesses don't always have that time when the meter is running. I understand that. Their voice needs to come from satisfied customers like you and me in the form of a recommendation. And we would gladly give it. That voice speaks loudest to our group here. Straight ahead!!

NOTE: My signature is at the bottom.

At 05:00 PM 7/13/2011, you wrote:

Quote
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Deleted by moderator due to flaming.

Ron Baran 09 Magna 7025

Best - Scott

2006 Allure 430 #31349
(Bus-Stead Lemon)