0/5 for phone consultation. Initial customer service experience was bad. I know my review probably doesn't matter but oh man, John needs a customer service training or i don't know but maybe he's having a rough day, still not acceptable. He was more concerned about his lunch time than anything else.
I called to get a quote. First thing he asked was if he's the only shop I've called. I said no, I've called another place, which was wheel works. He then asked if I'm just trying to find the cheapest shop, I said yes. Who wouldn't want an affordable fix? What's the harm in calling to find out prices? I honestly wouldn't even know what's cheap or not since I've only called one shop. He then insist that "if i'm being cheap" they are not the shop for me because they are a two-man shop (Keep in mind that I never gave him any information about prices besides the make and model of my car and to confirm that i've called another place so for him to assume that I can't afford his fix was sort of disrespectful -- like come on, you're a local shop, not a multi-million dollar business). I just said "okay", still waiting for the quote. Long silence...then wow this person really just told me off, said goodluck finding a shop and then clicked. He probably assumed i'm not willing to pay or I guess i'm wasting his lunch hour.
I called back. I told him, "so if someone referred me to you and you guys are a bit expensive than most but you're work is great, of course i'll be willing to go to you guys". I wasn't even trying to bargain with him or ask for a discount. I called to ask for HIS PRICES, no ifs or buts or maybes! but no i guess those prices are too good for me lol. He then went on to tell me why i shouldn't go to them if i'm trying to find the cheapest shop... bad marketing strategy there.
He then goes... well let me eat my lunch and i'll give you a call back, what's your name.
I've had it and just told him to enjoy his lunch and just ended the conversation there.
ADVICE FOR JOHN: Even if you are not the cheapest in the market, there are other ways to draw customers for instance CUSTOMER SERVICE. If you do great work, then let that speak and people like me would be willing to pay for that great work, no matter the price is... but with your customer service. NO THANKS.
I've encountered a couple bad customer service experiences before but nothing like this... I've worked in customer service before so I know how to approach people with nothing but respect especially if i'm the one calling for help.
Clearly, they really don't care about their business making profit. I'll take my money somewhere else, i'm sure with all these 5 stars on his yelp, he's getting a lot of business and who cares about mine :) read more