The issue with this customer is not the fact that he filled out a bad survey The issue is that no matter what we seem to do we can not satisfy this particular customer We do not have free loaner vehicles for customers to drive while their vehicles are being worked on The only way they get a loaner vehicle is if they pay for it out of their pocket or if the vehicle being serviced has an extended service policy that covers the rental vehicle This customers warranty happens to cover to the rental for this situationThe day the vehicle was dropped off we called our rental car provider, [redacted] to get her a loaner vehicle Most of the time [redacted] needs an appointment so that they make sure they have a vehicle She did not have an appointment They informed us that they did not have any vehicles at the present time We told the customer the situation and she became irate and caused a bit of a scene After she calmed down she apologized to the service manager and said was under a lot of stress and was sorry for her attitude The management team, acting in good faith, decided to give her something to drive from dealer inventory while her vehicle was being serviced We even had her vehicle washed after the service was performed Fast forward a few weeks later and we received the survey results that Ford Motor Company sends out to the customer The overall satisfaction score was rated "poor" which I have no problem with But there are questions on the survey that stuck out to us Those questions rated our transportation options as "poor" and the cleanliness of her returned vehicle as "poor" Our service manager called them to find out why they rated those questions as poor because we acted in good faith performing both those services Our service manager told him if that's the way he wants to score us based off what we did then we do not want his business here Once their conversation was over the customer called back and asked to speak with the owner I got on the phone with him and he explained explained everything to me I asked him why he filled out the survey if his [redacted] was the one who was here and dealt with us I felt like he was blaming us for quality issues with his new truck His issue with quality is with Ford Motor Company, not Friendly Ford We will gladly fix anything not right on the truck But we have processes and procedures that must be followed Just like most other dealerships, our service department stays very busy I'm sorry we could not get his truck in fast enough to his satisfaction, and if my team dropped the ball by not calling him back I will address that internally and make sure we develop a process to fix that He did not like my questions or answers because I stand behind the decision of my service manager in not wanting this customer to return to the dealership At the end of our conversation he said, "well, [redacted] " There is no breach of contract regarding the cheap oil changes If he has a signed contract that we breached in regards to the oil changes I need to see it because I do not have that in my records As stated before, we do not want any future dealings with this customer [redacted] Vice President Friendly Ford of Crosby
The issue with this customer is not the fact that he filled out a bad survey The issue is that no matter what we seem to do we can not satisfy this particular customer We do not have free loaner vehicles for customers to drive while their vehicles are being worked on The only way they get a loaner vehicle is if they pay for it out of their pocket or if the vehicle being serviced has an extended service policy that covers the rental vehicle This customers warranty happens to cover to the rental for this situationThe day the vehicle was dropped off we called our rental car provider, [redacted] to get her a loaner vehicle Most of the time [redacted] needs an appointment so that they make sure they have a vehicle She did not have an appointment They informed us that they did not have any vehicles at the present time We told the customer the situation and she became irate and caused a bit of a scene After she calmed down she apologized to the service manager and said was under a lot of stress and was sorry for her attitude The management team, acting in good faith, decided to give her something to drive from dealer inventory while her vehicle was being serviced We even had her vehicle washed after the service was performed Fast forward a few weeks later and we received the survey results that Ford Motor Company sends out to the customer The overall satisfaction score was rated "poor" which I have no problem with But there are questions on the survey that stuck out to us Those questions rated our transportation options as "poor" and the cleanliness of her returned vehicle as "poor" Our service manager called them to find out why they rated those questions as poor because we acted in good faith performing both those services Our service manager told him if that's the way he wants to score us based off what we did then we do not want his business here Once their conversation was over the customer called back and asked to speak with the owner I got on the phone with him and he explained explained everything to me I asked him why he filled out the survey if his [redacted] was the one who was here and dealt with us I felt like he was blaming us for quality issues with his new truck His issue with quality is with Ford Motor Company, not Friendly Ford We will gladly fix anything not right on the truck But we have processes and procedures that must be followed Just like most other dealerships, our service department stays very busy I'm sorry we could not get his truck in fast enough to his satisfaction, and if my team dropped the ball by not calling him back I will address that internally and make sure we develop a process to fix that He did not like my questions or answers because I stand behind the decision of my service manager in not wanting this customer to return to the dealership At the end of our conversation he said, "well, [redacted] " There is no breach of contract regarding the cheap oil changes If he has a signed contract that we breached in regards to the oil changes I need to see it because I do not have that in my records As stated before, we do not want any future dealings with this customer [redacted] Vice President Friendly Ford of Crosby