As a Corporate (Customer Service) Trainer with over 15 years of experience and after spending approx $600 on auto repairs at New Hope Auto (in Sept and Oct 2015), I feel well-qualified to provide this feedback:
Rule #1: Do not lash out at your customers.
Rule #2: Do not speak to your customers with a hard-edged tone or superior attitude.
Rule #3: Do not project your frustration/stress/anger onto your customers. That's your stuff, not theirs.
Rule #4: Do not tell your customers that you "don't have a crystal ball" to predict events. Most customers already know that.
Rule #5: It is not necessary to tell your customers that "broke cars" come first. This is already understood.
Rule #6: For those customers who have an appointment (at 9:AM for example), a courtesy phone call (at 1PM) to inform your customer of delays would be standard procedure and would be appreciated.
Rule #7: Do not lecture your customers and tell them that "it won't hurt my feelings if you take the car somewhere else." This is simply not relevant.
In conclusion, the condescending customer treatment I received directly from Hope P. was highly NEGATIVE, unprofessional and totally unacceptable.
As a result of this negative experience, I have since found a new mechanic. He is patient, willing to answer my auto related questions and happy to provide a needed service. Friends, family, and students have already been referred to this new mechanic.
I have my vehicles repaired at hope auto and have had nothing but positive experiences. The work was done on time and done right the first time.
Hope is very friendly and explains all repairs. Prices are fair for the work done.
As a Corporate (Customer Service) Trainer with over 15 years of experience and after spending approx $600 on auto repairs at New Hope Auto (in Sept and Oct 2015), I feel well-qualified to provide this feedback:
Rule #1: Do not lash out at your customers.
Rule #2: Do not speak to your customers with a hard-edged tone or superior attitude.
Rule #3: Do not project your frustration/stress/anger onto your customers. That's your stuff, not theirs.
Rule #4: Do not tell your customers that you "don't have a crystal ball" to predict events. Most customers already know that.
Rule #5: It is not necessary to tell your customers that "broke cars" come first. This is already understood.
Rule #6: For those customers who have an appointment (at 9:AM for example), a courtesy phone call (at 1PM) to inform your customer of delays would be standard procedure and would be appreciated.
Rule #7: Do not lecture your customers and tell them that "it won't hurt my feelings if you take the car somewhere else." This is simply not relevant.
In conclusion, the condescending customer treatment I received directly from Hope P. was highly NEGATIVE, unprofessional and totally unacceptable.
As a result of this negative experience, I have since found a new mechanic. He is patient, willing to answer my auto related questions and happy to provide a needed service. Friends, family, and students have already been referred to this new mechanic.
I have my vehicles repaired at hope auto and have had nothing but positive experiences. The work was done on time and done right the first time.
Hope is very friendly and explains all repairs. Prices are fair for the work done.