My family has been taking our vehicles to Graham's for over twenty years. The work has always been…read moresolid, the prices a touch higher than some shops, but worth it because Tim stands behind everything he does. If an issue comes back, he makes it right. That kind of integrity is why we've stayed loyal for many years.
However, there has been a lingering problem that keeps giving me pause, and it has nothing to do with the work that is performed by Tim and his mechanics.
It's the woman, who shall remain nameless, who answers the phone that keeps tripping up what should be a smooth, well-oiled experience like it was years ago.
Ultimately, getting a direct, straightforward answer from her has proven harder than getting my kids to do their chores, and the tone is about the same, too. There's this steady drip of condescension, as if every question is a personal affront to her. And there are the sighs, the putting on hold, more sighs, and then there is the "Take it or leave it" edict. More than once, I've called needing work done, found myself hanging up mid-conversation, and immediately dialed another shop. In fact, the last couple of times I've called, I didn't even wait for the frustration to build; the moment her voice hit the line, I simply hung up and spared myself the aggravation.
There have been times I've asked for clarification or if there was any other availability after she's issued her verdict; it felt like I was stepping out of line and challenging her authority. Which is a strange experience when all I'm trying to do is support a local business and throw money their way. I mean, I get it - it's a busy shop, lots of moving parts...That is not an excuse to be void of a little appreciation, or even a modicum of basic courtesy, which shouldn't be too much to hope for.
Tim, I hate that this reflects on your business at all, because you've always been, and I'm sure still are a solid, trustworthy place. Judging by how full your lot is, it's clear you're still a local favorite.
All I'm asking is this: please send a little of your empathy and human skills her way. I'm sure she's a perfectly nice woman when she isn't answering the phones, but something changes the moment that line rings, and it's impacting the experience, at least in my opinion, in a way that doesn't match the quality of your work.
Thank you for all you do for this community.
