Security Dodge, You Don’t Have A Clue!!!
Most of the time in this blog we discuss what businesses should be doing each and every day to grow their business and improve Customer Saitsfaction. We try to make our comments relvant and enlightening so that everyone out there can benefit in some way by reading this blog on a regular basis.
But sometimes discussing real life bad events can provide a much more powerful message. That is what we have here in this post. It outline a recent experience I had with Security Dodge located in Amityville, New York.
I first contacted them about a vehicle that I was to pick up from their dealership. However, I would leave message after message after message and no one would call me back! Several times when I tried to speak to an actual rep. I was hung up on! Not a good sign!!!
Finally someone from Security dodge called me back after I left him 2 messages. magically, he never received the first one and he told me he would call back in 15 minutes. Two hours later he called. Another bad sign. he said they could not locate my vehicle.
This past Tuesday I arrived at the office to a message from Security dodge that my vehicle was ready for pick up. It had magically either appeared or had been found. I called the person who said he would check on the paperwork and call me back in 1 minute. 45 minutes later, no call! (Sensing apattern here????)
I called him abck and was told that the paperwork had been completed. I told him I would be down in one hour. I arrived at the dealer and this person wasn’t there. I was told to wait after they contacted him. I waited for 20 minutes until this person came back and then told me it was not inspected and that I wuld have to come back again tomorrow. I was assured the car would be inspected the next morning and would be able to be picked up.
The next day I called Security Dodge at 2 o’clock because no one had called me as yet. Security Dodge told me the car would not be ready until after 5 PM!!!!
Granted problems can happen with the best of intentions but this entire experience was one that was full of empty or false promises, total disrespect for the customer, and a complete disregard for the needs of the customer. Here is abreakdown of what Security Dodge did that violated so many basic Customer Service rules:
1) Not returning phone calls or at least acknowledging them is a cardinal sin when it comes to customer service. As time goes by without a return call customer feelings start to get worse and it becomes more and more difficult to satisfy a customer.
2) Never set unreasonable or false expectations. Security dodge employees when they did return a call make promises to call back shortly and then never did. Out of 5 or 6 commitments, not a single one was even close to being fulfilled! We did not ask for the commitments, they were given freely and then not followed up on.
3) Failing to make the situation better when things do go wrong. Security Dodge, after making us come down uneccesarily the night before, should have made getting the car inspected and prepped a priority. Instead, they did the opposite and made a customer feel that they not only did not feel this was an important situation, the tone of Security Dodge made it clear they could care less whether a customer was satisfied or not.
Needless to say we will never enter this dealership again and our view of Chrysler will likely never be the same either. Dealers are the “face” of a company and when a dealer treats their customers as poorly as we were treated by Security Dodge, the company takes the hit.
So if you are in need of a car or van, stay clear of those good folks over at Security Dodge. Better yet, why not check out a Ford or Chevy vehicle??
After all, this is a large purchase and the last thing you need is to give your money to a dealer and then be treated so poorly. Both now and in the future.
More on this in a future post.
The Customer Service Training Institute
http://www.infowhse.com
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