I lease a car. The lease expires soon. I called the auto company . . . they said to call their inspection company. I called the inspection company and set a date/time.
Inspection time comes . . . nobody shows up. I call the inspection company and she said the inspection was cancelled. I asked why and she said I needed to call the auto company. I asked why her inspection company did not call to inform me of the cancellation and she said I would have to talk to the auto company.
I called the auto company and that lady told me the inspection had been cancelled because I had requested an additional month on my lease. I said when I had checked they said to go ahead with the inspection anyway since it was good for sixty days. She looked up the rules and said I was right. I asked if she would reschedule me and she said no . . . I had to call the inspection company again.
Here is my point . . .
This is obviously a laughable customer service story but here is the really bad part. Neither customer service rep showed even one spark of remorse for my inconvenience . . . purely clinical all the way. And neither person took any responsibility nor any initiative in helping me along . . . I was just a call to process and get rid of.
Here is a major automotive company that spends hundreds of millions of dollars on spectacular advertising and sales training, and it is being completely undermined at the simple, customer service level . . . and they don’t even know it.
A good lesson for all of us . . . check on the people who are touching your customers occasionally. You might be surprised . . . one way or the other.