Marc, I applaud you for taking the time and to explain...even though most looks like 'damage control', and beleive me ,if it was me , I`d do the same! Yes ,last year it wasnt You here on this Forum ,it was Gina...she and I had a long conversation about your feedback policy....she claimed I "didn`t get it", whereas I think she didnt "get it"...but we had a nice polite conversation..
Re the "other board" ,theres NO REASON in the world someone should treaten You or Your family over car parts! That is just wrong!
But I have to speak my mind ,and this is purely my opinion ,AND made as positive criticism...
You as a business owner have all the rights to treat Your customers any way You like, You set Your policies ,whether is re FeedBack or other things...
Nobody can tell You what to do, but just take a minute and listen to what this conversation was about...Kevin called your company ,not because he had parts problems ,it was re your feedback policy...well, he didnt "get thru" to the person he spoke with...the policy stands... I spoke with Gina about that policy... Maybe its the best policy for your company , I dont know.... It`s just that I went to NADA`s dealeship mgmt school in 1984 and its not along the lines of what they taught there... I also trained (one of the first in our local area) our company`s "customer satisfaction mgr" in 1985-86 ,so I just feel I have some input to give....this is just to tell You I`m not "just some old kook from a Firebird board" (even if thats true...LOL)
Jim stated that it looks like 'some o us' want You out of businnes', I dont think that is true at all,personally I wish You the best and I am only trying to help...
but from this "go around" ,the last two days, 2 things puzzle me 1) You stated first that the person 'misbehaving' with Kevin was fired....that does not seem to be the caser...and I am NOT asking You fire her ,God Forbid no!. It just 'seems'that your statement was not quite correct. 2) in all your explanations ,theres very little talk about the feedback policy , I understand thats probably not the big one on your mind ,but for this site ,that was the problem at hand...
Personally I would not do business with someone who up front tells you that only after I give feedback, you would do same for me , that is in my book "customer hostage taking"....so you control the feedback %...(and thats the whole 'beef' in a nutshell!)
But thats just me, my opinion...and I could be wrong...But I think many more than I feel that way ,and it may not be the best policy....of course its your company, your policy....no question....I just try to "lead the horse to water here, not make it drink"...
for whatever its worth Marc, I wish you and you family the best, best luck in business too....and I hope nobody harms anyone!
we welcome You to this site and hope to see you around more and maybe pics of your car(s), mine is in my sig. below...
