1ST of all Mr. Ramos was excellent, with that said I would not have met Mr. Ramos if it wasn't for a service recovery from Clint,... let's start from the beginning, I had and appointment at 1245 I got there early since I have never being there and I respect every body's time and besides I got a message to be prompt for my apt(this is funny you'll see). by 1300 me and another gentleman were waiting for Tony B., which at this time was absent, they paged him,... and nothing then Mr. Ramos came in to see if he could help us. the Gentleman told him he is first! he said let me take care of you are dropping a car (and he look at me, you(me) hanged thigh, I get somebody else to help you,...really? from there it just when down hill faster that a grease pole down to I went to talk to the service Manager, Greg I believed, he was in his cubicle with another gentleman, what got me was the condescending attitude of the "manager" if anybody knows anything about Customer service is this: arms crossed across the chest, not a good sign, specially if there is a customer frustrated in front of you,and as a manager seating on his cubicle without an once of awareness of what is going on out 4 feet in front of his window when the same Tony B. got paged twice...deplorable. time is money if you charge $155/Hr., but you make your customers wait 15 min for no apparent reason is almost telling me my time is not as valuable as yours. furthermore when we purchase vehicles we are not purchasing just a car, I'm purchasing a service a legacy, a life style per say, and this was not that. 1st impressions are the only impressions, after that it's either you are maintaining the Cadillac legacy or you are just attempting to do damage control and get by. so where do you think you fall in this one? another thing when they tell me we did this that and the other no charge!! I KNOW, I PAID FOR IT WHEN I PURCHASE THE VEHICLE. Which I am starting to question my choices. you have my number since you text me multiple times. as you can see time is money and I don't have that much free time so appointments are that, a set time to conduct business at that time, or just walk ins so don't fool your selves and called it what it is, we get to you when we get to you. I realize you are the only Cadillac dealer in the south side and since I purchased the vehicle with the service agreement is almost a double kick in the
respectfully
Ramiro J. Mendoza
P.S. I have never been there, so I did not know how your system works. when I drove in there was a gentleman in one of the cubes and I parked next to him and it took him like 30 seconds to acknowledge I was there, then he asked me who my apt was with and well I don't know. he looked it up and then he said is Tony B. then he said "I knew it was not mine because I go to lunch at that time"...and he send me to an empty cube... (so I was early, {because it was not his lunch yet} it took 4 minutes to check me in [when it was finally done]so why couldn't he check me in I don't have a relationship with anybody there so anyone is as good as any. now I has taken me 30 minutes to write this and yesterday it took about 20 minutes to fix, apologies and move on with all of this. which all of it could has been so easily done if the 2 cubes down guy would have said "I am going to lunch I have someone coming in, look out for him".
*SBAR: Situation, background, Assessment, Recommendation.
for the Manager
*SEE: Service, Excellence, Expectations
and why not
*HEART: Hear, Empathize, Acknowledge, Review, Take Responsibility
You are Cadillac, everything worth while is given the Cadillac title, This is the Cadillac of cars, This is the Cadillac of hotels, this is the Cadillac margarita, then you should act like it. If you can align yourself with the company principles then you should move on
Just in case,
"Buying a car at Marvin K. Brown Auto Center is different," says Jim Brown. "We want San Diego‘s Cadillac, Buick, and GMC business now and in the future. We‘ve sold and serviced many thousands of cars here since 1950 and we have a reputation for quality that our friends and neighbors expect from us. We want to continue earning their respect.
so what would you think he'll say if he was here?
and just as a reminder
“Making the world’s best vehicles can only happen with the world’s greatest employees. We take great pride in our work, and take great care to deliver exceptional cars and a positive ownership experience to our customers around the world.
At the new GM, we make a strong commitment to our customers, employees, partners and other important stakeholders. We state proudly our five principles that guide us in everything we do:
•Safety and Quality First
•Create Lifelong Customers
•Innovate
•Deliver Long-Term Investment Value
•Make a Positive Difference”
Look at #2
have a pleasant day.
Social