Although I've had mostly positive interactions with the guys at the U-District Salmon's, I had a recent interaction with them that was a textbook case of poor customer service. I need to have new tires mounted/balanced on my car, so I thought I'd give Salmon's a call to schedule an appointment in advance rather than dropping by unannounced and throwing a wrench into their daily schedule, or worse, making them do the work while I wait. Cars are my hobby, and I spend a lot of time working on them and talking with service technicians. They are my people. The Salmon's employee did pretty much everything to ensure that I don't bring my car to them. Here's how the phone conversation went:
Me: Hi, I'm calling to see when you might have some availability to mount & balance some new tires on my car.
Salmon's: If you drop it off today, you'll have to leave the car with us and pick it up later. [already sounding perturbed]
Me: Oh no, it doesn't have to happen today. Sometime in the future is fine. Do you have any availability over the weekend?
Salmon's: No, we're closing up early. [tone suggests he clearly wants to get off the phone]
Me: Ah, right, due to the holiday (Christmas is on Sunday). Gotcha. But you are typically open on weekends, right?
Salmon's: We are CLOSED THIS WEEKEND DUE TO THE HOLIDAY. [sounding increasingly angry]
Me: I understand that you are closed this weekend due to the holiday. I'm asking if you are typically open weekends in the future, after the holiday.
Salmon's: We're open 7 days a week. Call when you've made up your mind. I have to get back to work. [full jerk mode]
End of call.
So much for trying to schedule an appointment with this dude... I was trying to make life easier on them by scheduling in advance and throw some business their way so they can keep their doors open a bit longer before their shop is inevitably converted to a mini-mart like all the other gas station shops. He had absolutely no interest in trying to find a mutually agreeable time for me to bring in my car. If I was the shop manager, I'd be pretty pissed at this behavior. He just threw away an easy job with an accommodating and informed customer. Not good.
I will say that I do not think this example accurately represents Salmon's as a whole, or even the U-District shop staff as a whole. I buy all of my gas at the Chevron station their shop is connected to, and I routinely have friendly conversation with the Salmon's technicians while filling up. I always use the time while filling up to open my hood and check the fluids, and it's not uncommon for one of the service techs to wander over and say hello. They've helped me air up my tires numerous times, and even topped off my windshield washer fluid while I was filling up even though I didn't ask for it, and they didn't ask for any money in return. Those are examples of good customer service.
So I'm not sure what was going on with the guy I recently spoke to. Maybe he was having a bad day. Or maybe he's just better at spinning wrenches and shouldn't be interacting with customers as a service writer. Who knows... All I know is that I'll be looking for another shop to mount my tires and perform an alignment this time around. read more