when I ran our dealership, I told everyone that if you had a customer get upset about anything , not to point fingers or say it was another employees fault or another depts fault.....the customer doesnt care, he/she only wants the wrong fixed.. just take it upon yourself and say , : I`m sorry WE messed up, WE will fix it", then fix the problem or take it to appropriate dept head and have them sort it out...
I was sent out there with very very little information about the problem because the service dispatcher didn't really know what was wrong, I didn't do the job and don't work in service so I know very little about that particular kind of job. The customer was questioning me about someone else's paperwork that I have never seen or filled out before, which looked pencil whipped, I had to tell him I didn't do the job! I tried to get hold of several people, including our branch manager to get info for the customer on how we are going to fix it with absolutely no response, talk about professional! And the fix was our office wanted me to hang tags on the standpipes that I never tested and don't know if the other guy tested which involves my license issued to me from the State Fire Marshall's Office, not my company, and holds some pretty serious penalties if they find something wrong with paperwork or the standpipes in question.
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My job is to serious to risk 2 years jail time, $2,000 fine, losing my work licenses and my job for me to let things slide.
I have not and hope to never have to go to court and be questioned about a job that I never did because a Fireman tried to use that standpipe and it didn't function properly causing his or other peoples deaths. A few of our guy's have had to go to court over the years, nobody died but, for damages to property because the system was documented by them to be in perfect working order and it ended up not working properly.
