Yesterday, I test drove a couple new cars. You would think that since the auto industry is in a world of hurt, the dealers would do everything in their power to exceed customer expectations.
I've done my on-line research. I'm looking for a small car, nothing fancy (no vanity issues here), just to tool around town in. My criteria:
1. comfortable seats and headrest
2. center armrest (1 and 2 are the most important because of back issues)
3. decent gas mileage
4. automatic headlights (I guess I could learn to turn of/off lights again, but I haven't had to do that for 10 years or so, why start now)
I don't think I'm too demanding. So, how did it go?
1. Chevy Aveo - no center armrest. No sale.
2. Pontiac Vibe - I asked for a test drive. Took quite a while to find someone to help me. He wanted to ask all kinds of questions about style, color, etc. I said didn't matter at this point, just want to drive. Finally, he picked a silver Vibe parked right out front. Turned the key -- the car didn't start. He said the problem was it was too cold. Not buying it -- it was 45 degrees at the time. So, he started the process to find another car to drive. Took over 10 minutes while he searched -- even though they had 30 Vibes on the lot. Another employee told me not to worry about the car not starting, it happens because they don't drive them regularly. People -- a car not starting is NOT a good way to show how reliable it is. It certainly doesn't make me want to buy. I did test drive the car. There are automatic headlights - 1 point. But the seat, headrest and arm rest were only so-so. That's what I told the salesperson who then tried to talk me into a Pontiac Torrent. Did he not hear -- small car. I asked for his business card. It took him another 5 minutes to go somewhere before he could give me a business card. I thanked him and left.
Now in reality, I could buy the Vibe for about $15k. It is kind of cute and does meet the basic criteria. I'll keep it on my list -- for now, but would probably go to a different dealer.
3. Honda Fit - no center armrest. Salesman Mark tried to talk me into a Civic. I'm really thinking about the Vibe/Fit/hatchback kind of look, but I did sit in the Civic. He did NOT offer a test drive. OK, but not on the list.
4. Volkwagen Rabbit - Cute car. Does have a comfortable seat/headrest. Does have a center armrest which is moveable. The armrest is not as good as I would like, but is doable. Gas mileage is less than the Vibe. Price is about $5k or so more expensive. Ride is nice. Heated seats - nice extra. NO auto headlights (well, they do come on automatically, but you have to turn off the interior lights at night every time).
Is it worth $5000 dollars more? Not sure.
You know what. My old truck with the auto headlights, great armrest and so-so seats runs just fine for now. Guess I'll just keep thinking about buying a new car and not really taking any action.
Friday, January 9, 2009
Tuesday, December 30, 2008
Happy Holidays!
Not much has been going on in my world. Two of my husband's three sons came up from Atlanta to visit us. They arrived the day after Christmas, so we had our big turkey dinner on Saturday. One son went home on Sunday because he had to work on Monday. The younger son is still here. Will go home at the end of the week. I am getting my fill of violent video games and heavy metal music. The son lives for junk food and sweets. He's in for a eye-opener here. Yesterday, I served as the sous chef and I had him make the pizza -- homemade crust and toppings. Today, he is making spaghetti. Not a lot of junk food this week.
I usually take down my Christmas tree right after Christmas, but I like this tree so much, it is still up. I hand crocheted snow flakes for the tree and used gold beaded garland and white lights. It's a great tree. This year we spent extra money and bought a high quality artificial tree from WeBeChristmas. The tree is beautiful and the customer service/shipping was great. I know -- it's not green to go artificial, but I figure the tree will be good for at least 10 years which means the price was way less than a real tree and I won't send plastic to the dump for a very long time. I'll probably take the tree down on New Year's Day.
I usually take down my Christmas tree right after Christmas, but I like this tree so much, it is still up. I hand crocheted snow flakes for the tree and used gold beaded garland and white lights. It's a great tree. This year we spent extra money and bought a high quality artificial tree from WeBeChristmas. The tree is beautiful and the customer service/shipping was great. I know -- it's not green to go artificial, but I figure the tree will be good for at least 10 years which means the price was way less than a real tree and I won't send plastic to the dump for a very long time. I'll probably take the tree down on New Year's Day.
Tuesday, December 9, 2008
Points to Kroger
Kroger is not normally my favorite grocery store. They are overpriced. But, Kroger is the only local story where I can find Dasani water in the big bottles - the kind my husband drinks. Last Friday, I went to Kroger. While there, I saw a package of Christmas tree ornament hangers (those cheap wires) for $.59. I needed some and decided to just pick them up at Kroger instead of making a separate trip to Walmart.
Later on Friday, in middle of decorating the tree, I opened the package and noticed that there was a price tag on the back that said $2.49. And the price tag was for garland. No way! I checked the store receipt and sure enough, Kroger charged me $2.49.
Now, it's not the $2.00; it's the principle. This morning, I stopped by Kroger anticipating an argument. I had already used the hooks. I just wanted the $1.99 price difference. To my surprise, the woman at the customer care counter, said, "No problem. It was our mistake. Someone put the wrong tag on the package." She proceeded to refund me $2.66 (the total price plus tax). I said, "I'm only owed the price difference." She said, "No, because of our mistake, you were forced to make an extra trip back here."
Very cool. That's exceeding customer expectations and that's a good thing. Think about it. To Kroger it was a piddly $2.00. To me, it was much more. I was prepared to complain, tell others about my experience and never shop there again. I'm impressed.
Later on Friday, in middle of decorating the tree, I opened the package and noticed that there was a price tag on the back that said $2.49. And the price tag was for garland. No way! I checked the store receipt and sure enough, Kroger charged me $2.49.
Now, it's not the $2.00; it's the principle. This morning, I stopped by Kroger anticipating an argument. I had already used the hooks. I just wanted the $1.99 price difference. To my surprise, the woman at the customer care counter, said, "No problem. It was our mistake. Someone put the wrong tag on the package." She proceeded to refund me $2.66 (the total price plus tax). I said, "I'm only owed the price difference." She said, "No, because of our mistake, you were forced to make an extra trip back here."
Very cool. That's exceeding customer expectations and that's a good thing. Think about it. To Kroger it was a piddly $2.00. To me, it was much more. I was prepared to complain, tell others about my experience and never shop there again. I'm impressed.
Monday, December 1, 2008
Heavenly customer service -- the Victoria's Secret way
Last Thursday, we celebrated Christmas. I know most of you were celebrating Thanksgiving. We did that too. My husband and I went to Nashville to spend the holiday with my daughter Katie and her husband Jason. Because they have too many families to see, we have always combined Thanksgiving and Christmas and she sees other family members in December. So, I did the majority of my Christmas shopping early and we opened presents last Thursday.
My daughter sent me an email wish list from Victoria's Secret. The minute I received the email, I went on line and placed my on line order and had it shipped to Nashville so I didn't have to carry it on the plane. Not 5 minutes after I placed the order, I received another email from my daughter saying she needed a different size. I won't even tell you what small size my hot daughter needs now ... more power to the Y and her spinning class.
I got on the phone to Victoria's Secret. A wonderful woman whose name I missed helped me. I told her I was trying to be a good mom and order immediately and it backfired. She said no problem. She called up the order and changed the sizes and said all done. I believe I was in shock. I asked, what else do I need to do ... are you sure ... it's that easy???? She said everything what taken care of. AMAZING! Less then 2 minutes on the phone and she corrected the order. No questions asked. (And, when Katie opened the package, it was completely correct!)
That's the way customer service is supposed to be done. Do your job. Make it easy on the customer. Life is simple. I'll be buying from Victoria's Secret again because they know how to do customer service (and my daughter looks good in the stuff)!
My daughter sent me an email wish list from Victoria's Secret. The minute I received the email, I went on line and placed my on line order and had it shipped to Nashville so I didn't have to carry it on the plane. Not 5 minutes after I placed the order, I received another email from my daughter saying she needed a different size. I won't even tell you what small size my hot daughter needs now ... more power to the Y and her spinning class.
I got on the phone to Victoria's Secret. A wonderful woman whose name I missed helped me. I told her I was trying to be a good mom and order immediately and it backfired. She said no problem. She called up the order and changed the sizes and said all done. I believe I was in shock. I asked, what else do I need to do ... are you sure ... it's that easy???? She said everything what taken care of. AMAZING! Less then 2 minutes on the phone and she corrected the order. No questions asked. (And, when Katie opened the package, it was completely correct!)
That's the way customer service is supposed to be done. Do your job. Make it easy on the customer. Life is simple. I'll be buying from Victoria's Secret again because they know how to do customer service (and my daughter looks good in the stuff)!
Wednesday, November 19, 2008
The colonoscopy from hell
Monday I had a colonoscopy. It took me 2 years for my primary care physician to talk me into getting it done. Just routine - I'm getting old :(. I was told by everyone that it's no big deal - the prep (starving yourself and then taking medicine to 'clean out' your insides) is no fun, but then it's over. Then after the procedure you go home and sleep for a few hours, eat and feel fine again. Not me.
Because I take a Rx painkiller for back pain (broken back in 2003, but that's another story for another time), I had a colonoscopy with sedation. I'm not going to go into all the gory details, but Monday afternoon there was no sleep for me - I spent hours and hours expelling everything and mostly nothing out of both ends. This story though isn't about that. It's about customer service -- AGAIN.
After a couple hours my husband called the hospital because something wasn't right. Wake Med Cary Hospital said to call the doctor at Cary Gastroenterology. Next phone call to the doctor. He got a voice mail for the nurse and left an urgent message. An hour later - no return phone call. I told him to call and speak to a live voice. He called the doctor again. This time he spoke directly to the nurse. She said it could be serious and she'd check with the doctor and call right back. An hour later and no return phone call. My husband called again and refused to speak to anyone but the head nurse who listened to the symptoms and sent us immediately to the hospital emergency room. Several hours later, after an IV for dehydration and other stuff, I was feeling somewhat better.
And then on Tuesday morning, the first nurse called my husband and said she received a voice mail from him and what could she do to help. My husband said, "Don't you even remember talking to me live yesterday and then never calling back." I don't know if she's forgetful, incompetent or just too busy, but that experience was NOT acceptable. I talked to their office manager to get my records transferred out of that office. She said she thinks they were just too busy dealing with lots of patients. I asked if they had any other people who had a colonoscopy on Monday and called saying they were throwing up for hours afterwards -- seemed a high priority to me. She finally agreed.
Today I went to my primary doctor - the wonderful Dr. Jennifer Schmidt of Schmidt and Catchings in Cary, NC for a follow-up since I am certainly NEVER going back to Cary Gastroenterology.
Life is returning to normal, but I just don't get it. How hard is it to do your job and provide good customer / patient care?
Because I take a Rx painkiller for back pain (broken back in 2003, but that's another story for another time), I had a colonoscopy with sedation. I'm not going to go into all the gory details, but Monday afternoon there was no sleep for me - I spent hours and hours expelling everything and mostly nothing out of both ends. This story though isn't about that. It's about customer service -- AGAIN.
After a couple hours my husband called the hospital because something wasn't right. Wake Med Cary Hospital said to call the doctor at Cary Gastroenterology. Next phone call to the doctor. He got a voice mail for the nurse and left an urgent message. An hour later - no return phone call. I told him to call and speak to a live voice. He called the doctor again. This time he spoke directly to the nurse. She said it could be serious and she'd check with the doctor and call right back. An hour later and no return phone call. My husband called again and refused to speak to anyone but the head nurse who listened to the symptoms and sent us immediately to the hospital emergency room. Several hours later, after an IV for dehydration and other stuff, I was feeling somewhat better.
And then on Tuesday morning, the first nurse called my husband and said she received a voice mail from him and what could she do to help. My husband said, "Don't you even remember talking to me live yesterday and then never calling back." I don't know if she's forgetful, incompetent or just too busy, but that experience was NOT acceptable. I talked to their office manager to get my records transferred out of that office. She said she thinks they were just too busy dealing with lots of patients. I asked if they had any other people who had a colonoscopy on Monday and called saying they were throwing up for hours afterwards -- seemed a high priority to me. She finally agreed.
Today I went to my primary doctor - the wonderful Dr. Jennifer Schmidt of Schmidt and Catchings in Cary, NC for a follow-up since I am certainly NEVER going back to Cary Gastroenterology.
Life is returning to normal, but I just don't get it. How hard is it to do your job and provide good customer / patient care?
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