One difficult out of 1,000 good customers

To have one difficult customer out of 1,000 good customers is one too many.
Part of our being a dealer is dealing with customers and doing what is humanly possible to satisfy them. But there are those that use their perceived human power to bully dealers to get what they want.

Last Saturday, 6 men including a policeman stormed into Ford EDSA’s showroom and bullied one of our sales people. She was terrified. She was screamed at and threatened for something that’s not her fault and not within her control.

A year ago, she sold a vehicle to someone from Marawi City. This person brought the vehicle to Cagayan de Oro. For his vehicle repairs and maintenance, naturally he brought it to Ford Cagayan de Oro. I do not know the details of his complains about the service but what I know is that he’s not happy with his vehicle so now he is insisting that we replace his vehicle.

Vehicles, any brand, anywhere in the world, have warranties which guarantee that it would be fixed. In his case, he doesn’t want to bring the vehicle back to Cagayan de Oro so they could take a good look at his vehicle. He continues to use it which tells us there is nothing wrong with the vehicle because he’s able to use it for more than a year, and until now he is still using it. Ford EDSA, being the selling dealer is also a recipient of his complaints. He is angry at the sales person who sold him the vehicle.

We dealers want you to be happy with your purchase so you could enjoy your vehicle for years to come. A happy customer makes a happy dealer. In the event that you are not satisfied with your vehicle, the best way is to work with the service people so they could address any issues on your vehicle. Huwag mauna ang galit. Puro spoiled kasi tayong mga Filipino. Patience is needed here. The situation is aggravated because we Filipinos have a culture of distrust. We always suspect that we are being cheated by the dealer. We don’t work to cheat our customers. We want our customers to be satisfied but at the same time we cannot say yes to unnecessary and unreasonable demands. We cannot allow customers to bully us most especially if we know we did not do anything wrong.