Comments on: Customer Service: Cambridge Toyota http://www.thecorch.com/life/adventures-in-c-s-cambridge-toyota The personal website of Keith Little. Wed, 08 Feb 2012 00:37:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: thecorch.com » Adventures in C.S.: simplehuman http://www.thecorch.com/life/adventures-in-c-s-cambridge-toyota/comment-page-1#comment-380 thecorch.com » Adventures in C.S.: simplehuman Wed, 23 Jun 2010 17:35:06 +0000 http://www.thecorch.com/?p=462#comment-380 [...] in the end. It’s amazing when you think about the customer service I received after buying a car and the service I received after buying a dish rack—it’s clear who the winners and [...] [...] in the end. It’s amazing when you think about the customer service I received after buying a car and the service I received after buying a dish rack—it’s clear who the winners and [...]

]]> By: thecorch.com » Adventures in C.S.: Goliger’s Travel http://www.thecorch.com/life/adventures-in-c-s-cambridge-toyota/comment-page-1#comment-253 thecorch.com » Adventures in C.S.: Goliger’s Travel Wed, 19 May 2010 11:04:23 +0000 http://www.thecorch.com/?p=462#comment-253 [...] my experience with Cambridge Toyota, the ordeal we went through with Goliger’s Travel illustrates some really simple things that [...] [...] my experience with Cambridge Toyota, the ordeal we went through with Goliger’s Travel illustrates some really simple things that [...]

]]> By: Brent Sellers http://www.thecorch.com/life/adventures-in-c-s-cambridge-toyota/comment-page-1#comment-240 Brent Sellers Tue, 11 May 2010 01:43:43 +0000 http://www.thecorch.com/?p=462#comment-240 Your totally right, Keith, word-of-mouth is by far the most influential way of building or destroying a business. For example: I run a painting business, which has operated in Calgary for five years. Over that span of time I have encountered many clients who are poor clients... and, from a business director's point of view, they ask or expect things that are simply ridiculous. However, as a company, for the most part, we always 'give-in' to their requests, because we know that going the extra mile may well mean continued business and a good reference from them to their friends and neighbors. That being said, we have stood up to clients, but if it were a matter of $200 worth of labour, I would simply concede, of course, since even one positive recommendation can lead to our company earning ten-times that loss. I'll be honest, in my experience, seldom is the customer actually "right", but from a company perspective the old adage applies, and we treat them as though they are right. A happy customer, even if they are wrong... and sometimes annoying... keeps putting money into our pockets. Might sound harsh, but that is the fact of it. However, I think you were completely justified. I mean... as much as I own a business... I'm also a customer in many other areas of my life. Thanks for the post. Brent Your totally right, Keith, word-of-mouth is by far the most influential way of building or destroying a business. For example: I run a painting business, which has operated in Calgary for five years. Over that span of time I have encountered many clients who are poor clients… and, from a business director’s point of view, they ask or expect things that are simply ridiculous. However, as a company, for the most part, we always ‘give-in’ to their requests, because we know that going the extra mile may well mean continued business and a good reference from them to their friends and neighbors. That being said, we have stood up to clients, but if it were a matter of $200 worth of labour, I would simply concede, of course, since even one positive recommendation can lead to our company earning ten-times that loss.

I’ll be honest, in my experience, seldom is the customer actually “right”, but from a company perspective the old adage applies, and we treat them as though they are right. A happy customer, even if they are wrong… and sometimes annoying… keeps putting money into our pockets. Might sound harsh, but that is the fact of it.

However, I think you were completely justified. I mean… as much as I own a business… I’m also a customer in many other areas of my life.

Thanks for the post.

Brent

]]> By: Keith Little http://www.thecorch.com/life/adventures-in-c-s-cambridge-toyota/comment-page-1#comment-239 Keith Little Mon, 10 May 2010 15:30:45 +0000 http://www.thecorch.com/?p=462#comment-239 Steven, wait until you read my post about Starbucks then! :) Steven, wait until you read my post about Starbucks then! :)

]]> By: Steven R. McEvoy http://www.thecorch.com/life/adventures-in-c-s-cambridge-toyota/comment-page-1#comment-238 Steven R. McEvoy Mon, 10 May 2010 12:20:58 +0000 http://www.thecorch.com/?p=462#comment-238 Great post Keith. Having worked in the service industry off and on for over 20 years now, this is one of my biggest pet peeves. It is one of the reason's I did not spend any money in a Starbuck's for over a year, or on any of their products. Steven Great post Keith. Having worked in the service industry off and on for over 20 years now, this is one of my biggest pet peeves. It is one of the reason’s I did not spend any money in a Starbuck’s for over a year, or on any of their products.

Steven

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