I had migraine last night and I took some Bonamine. I slept thru the night, woke up at 10 am today! I did not know what happened to the teleserye I was watching last night.
I rushed to the munisipyo in Makati, I arrived at 11:30 am because of the perennial traffic in EDSA, buti na lang I caught the 3 officials I wanted to speak with.
I was in the office by 12:30 noon and still feeling drowsy. The sky was gloomy and so was my mood.
I answered an email from an angry client because she said her new car had been brought to our shop twice. She insinuated suing us for some compensation because according to her, the car encountered some trouble ( which we were able to fix naman. Then the other day the “check engine” appeared.)
The agitated customer wanted me to call and speak to her. I chose not to. I was confident that our people are doing their jobs and attending to her vehicle. If I called her, baka she would say things that could offend me, and knowing that we haven’t done anything wrong, in my defense I could end up saying things she wouldn’t like. I would like to speak to her under a different circumstance. When she is calm and pacified and broadminded, she could call me anytime. I sent her an email and right after, I left the office but I went to the service area and spoke to Jojo, the manager.
Our people were right there, diagnosing her vehicle so she shouldn’t worry. Trust and patience would be good here.
Our service manager and customer service are in touch with her.
She thinks our people are not giving her vehicle the needed attention. She wanted us to elevate the matter to the plant.
Parang hindi naman kailangan. She just needs to learn how to trust and be patient.
There are a lot of things not within our control. Our service team work very hard. There are cars that we fix in an hour, that are cars that need more time, some need a lot of time.
I am thinking of conducting a short seminar every time we deliver a unit to a customer. Like what I always say, an informed customer is a good customer.
There was this young boy who was able to buy a car for himself, syempre prized possession nya. He likes to read things on the internet and he became so paranoid. For a year he kept on complaining about a sound coming from his vehicle. It took him a year before he finally agreed that we checked his vehicle. in the process of our conversation, it turned out that everyday, he passes through a stretch of rough road for about 20 minutes. Eh sus ginoo, syempre kakalog nga ang kotse mo.
He was threatening to sue us. Buti I was so patient with him.
It’s not true that customers are always right. But we have to respect them, we value their business, we treat them as friends, we try to understand their concerns, give our utmost attention, we want them to be happy and satisfied. However, the price of the vehicle does not include the right to insult us. There is no such thing as “Buy a car, take my dignity”. There are some customers who like to say in their email “after you got my money”, “you earned from me”….Parang bang ninakaw namin yung pera nila at niloko namin sila.
My mother had a term for those kind of people, in Tagalog sila ay mga “PALALO”.
When we sold a vehicle, it is our wish that the owner enjoy it for many many years. Mazda is from Japan, and the Japanese people are quality-driven.
But cars could malfunction. Whether it’s a Ferrari, Maserati, Lamborghini, Toyota, Ford or Mazda. Whether it’s a year young or 10 years old. Julienne’s car (not Ford or Mazda) is rarely used with 6,000 km to date and yet it has its quirks.
It doesn’t happen always but cars, just like people, do get sick. And we, the dealer, cannot, within our capacity as humans, predict exactly if and when. There are a set of recommendations for preventive maintenance and warranty checks, but still we cannot issue a 100% guarantee that nothing could go wrong. A vehicle has hundreds of interlocking parts. Parang tao, kahit sa hospital ka tumira, kung sisipunin ka, sisipunin ka pa rin. And after the doctor has cured your sipon, the next day your knee hurt naman, you cannot come back and yell at the doctor. Ano ba! chinek-up mo na ang uhog ko, hindi mo pa isinama ang tuhod ko!!!!
Hi miss Annie, naku, trulaloo talaga na ganyan ang mga customer. Haha. Minsan inaabuso nila ang “the customer is always right” na yan. One time nga may bumili sakin 10 sacks ng sugar. 5 White, 3 Washed, 2 Brown. Tapos bumalik sakin bakit daw yung binigay ko 7 white 1 Washed 2 Brown. Sabi ko hindi totoo yun kasi kitang kita ko yung pinakarga ko, at tama inventory ko. Hindi daw yun daw yung pinakarga ko. Tapos tagal tagal kami naguusap sinisigaw sigawan pa ko. Napikon na ako, sabi ko sknya “Sir sigurado ako tama yung bingay ko pati sa inventory ko tugma, di mo na ko kailangang gawing tanga kasi hindi ko matatanggap yun na 10 sako lang nagkamali pa ko”. Tapos biglang sabi sakin, “oo nga pinapapalitan ko nga”. Tuloy, ako na ang nagalit parang uminit ang ulo ko sknya, sabi ko “papalitan mo lang pala lolokohin mo pa ko. Madali lang naman magpalit magsisinungaling ka pa” tapos yun sabi lang nya pasensya ka na. Nakaka imbyerna!
We give our respect and we value their business, but some of them abuse. When they are happy with our service, they say thanks then leave. When they are not satisfied, they shout it to the world, i pe-facebook ko kayo, i-tu-tulfo ko kayo, i=dya dyaryo ko kayo”. as if we did something bad. Tapos yun pala gusto humingi ng libreng magwheels. Meron pa sasabihin he lost P5,000 he left in the car. Eh ang dami daming paskel not to leave their valuables. Wala naman talagang P5,000 gusto lang makalusot.
haha. oo nga ma’am saka ipa-DTI haha. yung ipapa Tulfo sa mga employees namin yun naririnig pag sinusumpong sila. haha.
DTI yes. I forgot to mention that.