Originally Posted by jsisabella

Bobby:

One more thing.

If you are one of those people that gets all nervous and tongue tied when subjected to confrontation, here is a tip. Don't worry, my palms still go sweaty, and my mouth dry as the desert sometimes!!!

Type up an Agenda. Just list the items you want to make sure you want said during your meeting. This way you won't be yelling at yourself on your way home for forgetting to say something really important. Make two copies and give one to the owner at the beginning of the meeting. He will be impressed that you are so prepared. It does not have to be fancy or long winded (unlike my posts....). Here is an example:

Agenda Of Meeting With Mr. XXXX On March 30, 2004

1. Service To My Car Was Not Acceptable
A. It took more than one week to replace a small part.
B. The car had 130 more miles on it than when I brought it in.
C. The gas tank was empty when I received it back, but was 1/2 full when delivered to you.
D. The car has body damage while in your possession. Piuctures are enclosed for your reference

2. Responses to my complaints by your service manager
A. We are only human, and can only try to be careful
B.
C.

3. Resolutions of these problems for my satisfaction
A. Damage repaired completely at no cost
B. A free replacement vehicle during these repairs
B. Extended warranty or free maintenance for the wear and tear caused by this negligence.
C. Compensation for the wasted gasoline
D. Compensation for my lost time.

4. Next step if I remain unsatisifed
A. I am formally requesting the name, address, and telephone number of the district, regional, and national sales managers, and customer complaint representatives, so I may contact each of them as necessary.

This should give you a good idea on what to include. Add or delete items as you see fit.

I hope you can tell that **** like this really pisses me off!! There is NO excuse for treating a customer this way!!!!! I was raised, and still believe in, the "treat people the way you would like to be treated" way to do business. It is corny, but it works....

Now, go get 'em tiger!!!!