Tuesday, August 26, 2008

courtesy call

I got my car serviced this time at a place closer home for the convenience - Pratham Motors on Sarjapur Road. Two days later it died on me, and was taken to the garage closest to where it had choked up.

Just so happened that the next day (or the day after that) someone from Pratham Motors called me up asking for feedback and how my car was doing. Extremely nice of them, except that they horribly screwed up handling a bad experience! I told them what had happened, not even sure of what to expect from them. All I got was "Sorry, Sir. If you want to complain please come down and meet our manager"!!! That got me really mad. If you don't really care, at least don't try and fake it!

There was absolutely no concern on the part of the customer care person. No questions about what was wrong, if they could do anything to make it better for me, no technician who would get back to me for more details. Basic courtesy I would expect. After all, I am trusting these chaps with my car.

Later I found out that my car was down because of adulterated petrol from a petrol pump. So it wasn't Pratham Motors' fault at all. But I am not going back there again. If in case something were truly wrong, I don't think they would know how to handle it.

Training and manuals can't prepare you for everything. It is important to build a culture that provides the right foundations.

1 comment:

Tobias said...

Yes I understand, I would have been just as offended. The insincere phone calls are just a "dog and pony show". They are wasting such valuable employee time with meaningless faux-concern. Seth Godin has a great saying, "Live the story you are trying to tell" I think that sums it up.