Quote:
Originally Posted by wash bay blues  Have you been drinking the kool-aid?
I agree with the rest of your post, but not that part. Customers aren't under an obligation to understand how ANY company operates. Quite the contrary; a business needs to understand the customer, and then deliver what that customer wants. (Within reason.) It may be silly for a customer to expect us to dry the cars, but it's NOT silly for them to expect a clean car, on-time. That's the very essence of this business. And it's where ERAC "fails" miserably, over and over again. |
You missed the point of that statement, perhaps I didn't explain it clearly enough.
Of course the customer has the right to expect their vehicle to be clean with a full fuel tank. But if it isn't, the customer (naturally) will assume the car prep isn't doing HIS job properly, without realiziing that many other factors out of the prep's control likely caused the service failure. For instance, the MT (covering his own ass) will tell the prep to just "hose off" the outside of the vehicle instead of taking the time to do a proper friction wash. Sure looks great, dripping wet and shiny for the customer at check out, but after a couple of miles' driving the vehicle's exterior has dried and looks like sweet hell. The customer realizes it wasn't actually washed, and will naturally blame the prep for not doing so, rather than consider the possibility the MT was hanging the prep out to dry (please excuse the bad and intended pun) to make himself look efficient in the eyes of the waiting customer. Not the customer's fault, I just wish they could realize what really goes on.