Four advisory Items today on my Merc MOT plus really poor service !!!

[vijilants]

I wasn't so upset about the advisorys daft as they may be. If they are now part of the VOSA check list it means that every modern car out there will have this advisory.

What a waste of time and ink !!!!

It was his attitude towards the use of the voucher and payment and the rudeness of the guy was beyond belief.

[Dieselman]

What you should have done is driven the car round the block then gone back for a fresh MOT but present the voucher first and see if they failed it...

[vijilants]

Originally Posted by Dieselman

in what way are they giving poor service.

I'm sorry but anyone that speaks to a customer in this manner "Good, don't come back....all you people want is something on the cheap" is providing a very poor service in my eyes.

If I ever spoke to any of my customers like that regardless of the situation I'd get the sack !

[m2287]

Originally Posted by Dieselman

Rubbish, but anyway, in what way are they giving poor service.

They are using an effective marketing tool to draw in custom, but as a result of the small print rarely have to offer the discount.

I may not approve of their ethics, but as a marketing tool it works.

Any business you ran would probably sink as you don't appear to have a commercial understanding.

Are you being serious?!

I wouldnt run a business like that if i was serious about keeping it.

[JohnEBoy]

Originally Posted by Dieselman

Rubbish

You got it, at last...

Originally Posted by Dieselman

They are using an effective marketing tool to draw in custom, but as a result of the small print rarely have to offer the discount.

If you offer a discount and don't honour it, that is poor customer service.

Originally Posted by Dieselman

Any business you ran would probably sink as you don't appear to have a commercial understanding.

Any business you ran would probably sink as you don't appear to have a customer service understanding.

[Dieselman]

Originally Posted by m2287

I wouldnt run a business like that if i was serious about keeping it.

They know their business. If they circulate 10,000 vouchers in the local rag and it draws in 200 customers, they probably make £20k out of the tests and repairs.

The ethics aren't good, but the marketing is great and it works, therefore is a good business model.
They can afford to lose one customer that doesn't accept the "system", but the reality is that vigilants returned for another go, so...

A business needs bums on seats to make money.

[Dieselman]

Originally Posted by JohnEBoy

If you offer a discount and don't honour it, that is poor customer service.

No it's not,you seem confused about what is customer service. That is a marketing/pricing issue, not customer service.

Originally Posted by JohnEBoy

Any business you ran would probably sink as you don't appear to have a customer service understanding.

The garage in question did give the service they offered, they tested the car and gave an impartial test.
They fell down on customer handling, but were legally correct. The idea of being in business is to remove funds from your customers bank account and put it into yours. They appear to do this quite effectively.

[vijilants]

Originally Posted by Dieselman

They know their business. If they circulate 10,000 vouchers in the local rag and it draws in 200 customers, they probably make £20k out of the tests and repairs.

The ethics aren't good, but the marketing is great and it works, therefore is a good business model.
They can afford to lose one customer that doesn't accept to the "system", but the reality is that vigilants returned for another go, so...

A business needs bums on seats to make money.

Unfortunately, if a garage carries on running its business in this manner, it locally land up with a very bad reputation. After all, not many people will travel way out to get their car MOT'd for £25. Its too inconvenient. Most people tend to go locally or within a reasonable distance regardless of the discount.

So you depend on local customers for MOTs most of the time. After all in London MOT stations are on just about every street corner so you are spoilt for choice. Even Halfords are doing cut price MOTs so as an independant garage, you really can't afford to lose customers in this way.

If you treat people well and fairly, they will always come back and that is worth far more than the "quick kill" attitude.

Now if they had treated me well, and had given me a reasonable explanation as to why they couldn't take the voucher after the MOT, I would have accepted their explanation as long as it was valid, and presuming that their service was fair, I'd come back and also recommend them to everyone I know.

However now I am slating them off to everyone I know including on a public forum.....fair enough, I havn't named the garage, but if I did, it would do them no favors.

[JohnEBoy]

Originally Posted by Dieselman

No it's not,you seem confused about what is customer service. That is a marketing/pricing issue, not customer service.


The garage in question did give the service they offered, they tested the car and gave an impartial test.
They fell down on customer handling, but were legally correct. The idea of being in business is to remove funds from your customers bank account and put it into yours. They appear to do this quite effectively.

Nope.

I am the customer, you are providing the service. Part of that service is to offer me a discount and then not honour it. Therefore, that is poor - hence poor customer service.

Poor customer service doesn't mean no service. You can deliver the service entirely and it is still poor if the customer is not happy.

Customer handling, is how you handle a customer i.e. serve a customer i.e. customer service.

[RobertoMercini]

The idea is to take funds from the customers acct and into yours. Yes, but surely you want to keep taking money from that customer? There aren't enough new ones to survive as a static business if you were to treat them all the way vijilants was treated

[Dieselman]

Originally Posted by vijilants

However now I am slating them off to everyone I know including on a public forum.....fair enough, I havn't named the garage, but if I did, it would do them no favors.

I doubt it would do anything other than land you in hot water.

They offered a deal, you took it but failed to adhere to the T&C so they said "No deal", so reamed an extra £20 out of you.

I suspect if we all took a look at any successful business we can think of that operates in a competitive market, they all use similar tactics to gain customers.

Sorry, what was their discount again...was it 25% or was it 30%?

[Dieselman]

Originally Posted by JohnEBoy

Customer handling, is how you handle a customer i.e. serve a customer i.e. customer service.

Which is where this fell down, as vigilants said.

Originally Posted by vijilants

It was his attitude towards the use of the voucher and payment and the rudeness of the guy was beyond belief.

[eGuru]

Originally Posted by mexican gaz

Hi regarding the under trays it is now part of vosa check list.

You are correct, I had advisory for the under-trays and the engine when tested this morning.

[Dieselman]

Originally Posted by eGuru

You are correct, I had advisory for the under-trays and the engine when tested this morning.

You got an advisory for the engine, why, shouldn't it have had one?

[SavMan]

Originally Posted by Dieselman

I doubt it would do anything other than land you in hot water.

They offered a deal, you took it but failed to adhere to the T&C so they said "No deal", so reamed an extra £20 out of you.

I suspect if we all took a look at any successful business we can think of that operates in a competitive market, they all use similar tactics to gain customers.

Sorry, what was their discount again...was it 25% or was it 30%?

DM you seemed to have changed your tune from the ECP thread (thanks for the hint by the way)