Dear Car Guy,
Hoping this finds you well and enjoying the late night rides with your โbabyโ, feeling the power beneath you and in your hands as you find your favorite spot to drive. Nothing like a late night summer drive to clear the mind and invoke positive vibes.
Iโve been well and learning more and more about how to connect with those same positive vibes while working. As you may know, I work in the customer service department. Itโs like choosing to work in the missing baggage claim area, or being the person who empties porta-potties, youโre bound to catch some crap and unhappiness each day.
Whatโs nice about my job is I am the decision maker; there is no โmanagerโ above me. Anyone who has a warranty claim or complaint knows theyโre dealing directly with the person who will be making the decisions and coming to a mutually reasonable resolution. Itโs more often than not that we do come to a mutually beneficial resolution, because Iโve been given permission to take care of our customers.
Now, in dealing with car companies, I know there are a lot of Car Guyโs that have horrific experiences, where a company has zero desire to take care of them or work through issues, so when they come to me with guns blazing and fists raised, I realize this is just from their past experiences.
I just wanted to take the time to tell you, that weโre a reasonable company and we know weโre not perfect, BUT weโre always willing to help. Weโre always willing to work towards a solution, and weโre always going to get back to you.
So when you call, Car Guy, know that if I donโt pick up, youโll hear from me that day. When you email, know that youโll get a reply within that same day. When I say Iโll call you back, you will be receiving a call back. When you ask a question, we are always willing to find the answer.
I hope you can understand our side of things a little better now, but just a heads up: As a standard, our company values its employees, and realizes that mental health and emotional well-being are more important than making a few bucks.
For whatever reason, I have experienced some people that just want to spread hate, and ill will. A burned out LED bulb is not worth being yelled at, cursed at, or being a personal punching bag for an angry Car Guy. This would make sense if we were a company that didnโt at least attempt and DESIRE to solve the problems as quickly as possible. We will always try out hardest to take care of those people, because we understand that sometimes itโs just a bad day, or youโve been put through the ringer by other companies before, but if necessary, I have been giving permission to โfire youโ.
What does it mean to be fired as a customer?
Ex: Angry Car Guy calls us and decides to yell, curse and/or throw a tantrum while I am trying to help. I reserve the right to hang up on you and 86 you as a customer. When you threaten us with personal insults and call us amazingly unoriginal names, and I am on the verge of tears, it just isnโt worth it anymore to try and be polite back. We will end the call, and move on with our days. We are here to help, not be the scape goats for your bad day.
Put your fists away, put the guns down, and come at me with a positive mindset, knowing that Iโm going to do anything and everything I can to get you taken care of. Iโll be in contact with you consistently to let you know what we need, and what weโre doing. If at any point you have questions, call me up and Iโll let you know what Iโm working on.
I am a customer service specialist. Yes, by nature this job isnโt going to be the most amazing all the time. Sometimes we have fallen short as a company and itโs my part to fix it and make your experience a more pleasant one. I am just hoping that, after reading this, you will know that we are here to help, and that we know that weโre not perfect. Give a chance to make it a better experience, refrain from yelling (because honestly it makes me cry sometimes), and know that weโre doing everything we can to get you taken care of as soon as possible.
Until next time, stay fast, stay safe, and stay happy!