I made an appointment with SSI a few weeks out to get headers installed on my GT4. I explained to them that I would need to wait for the work to be done since I'm almost an hour away. They agreed and said that it'd be no more than a 4hr job. Fast forward to the day before the appointment and they called me to confirm all the details. We agreed that if I showed up at 7am and let the car sit until they open at 8am the headers would be cooled down enough to start working first thing. 9am comes and they haven't even brought the car inside. It hits 9:30 and they say "they're almost ready. just taking a car off the lift". 10am comes and they haven't even glanced at my car or taken my keys. I finally lost my patience and asked for another update to which they replied "sorry, we thought we could do it right away but this other car is taking longer than we thought". I'm now 4hrs into this endeavor plus another hour back home so I decide to leave and take my business elsewhere.
This shop is exactly what gives the automotive industry a bad name. Communicate to your customers and set realistic expectations. If you can't hold up your end of the bargain, own it. Ya'll wasted 5hrs of my day and lost a potential long-term client.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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This shop is exactly what gives the automotive industry a bad name. Communicate to your customers and set realistic expectations. If you can't hold up your end of the bargain, own it. Ya'll wasted 5hrs of my day and lost a potential long-term client.