and one thing I tried to get across to our employees ,that was that no matter what ,who screwed up if someone did...just DO NOT say , for instance if you are in the service dept, "the parts dept screwed up, its not our fault"...but , take the blame upon yourself and say " I`m sorry we messed up, WE will fix it" THEN let the company figure out how to fix it or whos fault etc, its not the customers probblem...the customer is NOT interested in who within your co. screwed up, he/she is ONLY interested in getting his/her problem solved!
