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I story that I heard from today:
Customer came in about a month ago, complaing about engine noise on his Grand Cherokee. It turns out that the cheapest and best way to fix the problem is to replace the engine, to the tune of $4000 or so. Bummer, I'll be the first to admit.
Engine is ordered, engine is installed, done & done. Everyone is happy, except for the customer with a $4000 bill to pay. What would you do in this case?
1) Whip out Ye Olde Chequebook, and ensure that the proper number of zero's are in place.
2) Say, "Screw the bill!", grab your spare set of keys and steal back your car from the lot, hoping that we won't notice.
Can you guess which one the "customer" did? Of course you can...
Small problem for the guy with the bill, though:
-We have his home phone number, home address, work number, and work address.
-We also have the set of keys he dropped off in the first place.
The service manager and the shop foreman actually went to his work with the customer's keys and stole back the Jeep! The customer didn't notice that his Jeep was gone, and we (the dealership and probably our lawyers) are going to be making a very interesting phone call. I would LOVE to be a fly on the wall for that conversation...
Customer came in about a month ago, complaing about engine noise on his Grand Cherokee. It turns out that the cheapest and best way to fix the problem is to replace the engine, to the tune of $4000 or so. Bummer, I'll be the first to admit.
Engine is ordered, engine is installed, done & done. Everyone is happy, except for the customer with a $4000 bill to pay. What would you do in this case?
1) Whip out Ye Olde Chequebook, and ensure that the proper number of zero's are in place.
2) Say, "Screw the bill!", grab your spare set of keys and steal back your car from the lot, hoping that we won't notice.
Can you guess which one the "customer" did? Of course you can...
Small problem for the guy with the bill, though:
-We have his home phone number, home address, work number, and work address.
-We also have the set of keys he dropped off in the first place.
The service manager and the shop foreman actually went to his work with the customer's keys and stole back the Jeep! The customer didn't notice that his Jeep was gone, and we (the dealership and probably our lawyers) are going to be making a very interesting phone call. I would LOVE to be a fly on the wall for that conversation...
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