Initially I figured I would blog about the car side of things. I thought - wouldn't it be nice to share some helpful tips about car purchases and recommendations for extending the life of your vehicles? The reality is, after just beginning this blogging process, I've discovered that these first few items are about teaching people how to be better customers.
We train and train and train our team members on how to be the best possible customer service representatives possible. What has happened recently - due in part for the heat and stress of the economy - is that our clients need some training in patience and understanding, and in basic common courtesy.
There are MANY factors that come into play when it comes to getting service done on your cars and trucks, as well as the very basic point of getting the parts ordered and delivered in a timely manner. You see, what our clients may not understand is that just because a part is broken on their car, it isn't always in stock at the dealership.
The mechanic diagnoses the problem, they communicate to the service advisor who communicates to you. You need to verbally approve the work to be done. The parts department is then notified and they search their data base to determine if the specific parts are in stock. If they are not, the next step is to search other local area Nissan dealers to see if they have the part. If they do not, we must order the parts from the factory. The program will search the main warehouses - starting with the closest - and if the parts are not at the main warehouses corporate Nissan/ Infiniti or Mazda lets us know when the estimated time of availability is. At the dealership level, we have ZERO control of the manufactured parts. We get a catalog and multiple resources. The good news is, in best cases, the parts are available next day. In most cases, 3 - 7 days, and in a worst case scenario - the order is placed and we are left at the mercy of the manufacturing plants.
Now... I know .... some of you may think that this would sound like an excuse. Especially if you were given the initial 3 working days response. This is where some basic human etiquette comes into play. Have you ever heard that PATIENCE is a VIRTUE? People have come to a place in this world where we insist on immediate gratification. I am among you. I don't even like waiting for a new browser window to open up. I've learned, some things in life you simply cannot control.
You may ask ... what can I control? Well the simple answer is you completely control how you CHOOSE to react to a situation. I guess if you feel like a better person, or feel like you accomplished something by ranting and raving and yelling and complaining and blaming and accusing someone who answers the phone where you are doing business, then the only person who may FEEL better is you, but in the larger scheme of things, you my friend are adding to the negativity in the world. If you can think backwards before placing a call - decided what is the main objective that you would like to accomplish - then work together with the team members who are available to assist you - everyone will walk away from the conversation in a positive way ending with your concerns being addressed.
There are times where people make mistakes.
Nothing is done in a malicious way.
No one is "out to get you".
We are all just people working to feed our families. Working in a business of service. So to re-iterate my last blog... c'mon now.... Be Nice!
