Here's an example - an email I've had to send a Toyota dealership today. So far, the only response has been of the automated variety... Where's my two-way flow?
"I turned up this morning with my car to be told you had expected me on May 23.
"My diary only ever showed one date, May 31, I can absolutely assure you.
"I believe May 23 may have initially been offered but was rejected because a courtesy car was not available.
"Whatever the case, can I suggest two ways in which you can improve both your customer service and your internal efficiencies. It cost me the best part of 45mins in additional and wasted travel time. It's just the kind of thing which may also cost
1. Confirm your appointments in writing - either by post, email or (my preference) text. Offering this service would also build you a database of mobile numbers and email addresses.
You send me letters to ask what I think of your customer service. Is it much of a stretch to make the same effort to actually OFFER that customer service in the first place?
2. If you are faced with a 'no show', call the person in question. In my case you must have ordered an expensive part to be fitted, and scheduled in several hours of labour time. Is it really more efficient not to make that call and to have that part sitting there for who-knows-how-long? I can't believe you have the number of no-shows this approach appears to indicate.
UPDATED JUNE 5, 2007: Still no response from the dealership!!
As we all know, information in airports appears to be jealously guarded when it comes to reasons for delays. Perhaps they just couldn't cope with the idea of someone giving them some for free?
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