Another on my NO CALL and DO NOT REFER lists

What is so wrong with businesses these days? You give a young man an opportunity for a new customer and customer referrals and he blows it. The son of an owner of a janitorial service supposedly had his own carpet cleaning service. Over a larger franchise businesses, we tried to support this young man.
The first appointment was set for 9 AM yesterday. In preparation, I spent Friday night and EARLY Saturday morning in preparations. It had been a long stressful week and interrupting my Sci Fi Friday night routine and an early morning rise was not on the top of my list of weekend activities.
Fifteen minutes prior to appointment time, he called claiming his father lent out the cleaning machine without his prior knowledge. His father had not known he had a cleaning job scheduled.
He asked to reschedule until 4 pm today. I had no issues since it would give me an opportunity to give the house a thorough cleaning. So Saturday was spent polishing, dusting, and vacuuming.

Approaching 4pm, we made final preparations by moving any furnishing that could be moved. At 3:56, he called. Said he JUST got off from work and noticed it was raining and the appointment would have to be postponed again. he was claiming the carpets would not dry until morning. I was so tired and undone, I could not even talk to him. I gave my phone to Hubby. Basically Hubby told him his services will no longer be needed, forever. Now there we were, rooms emptied where carpets needed to be cleaned.
There was no way we could leave everything in its current location until next week or whenever we could schedule another service. This left one option, do it myself. I have my own cleaner for general cleaning, but I had wanted a professional cleaning this one time. So I began, able to complete three rooms before the solution was fully dispensed.
I'll complete the rest sometime this week, maybe one room a night after work. Having a normal full week, I am not looking forward to this but it must be done.

Of course I will not refrain from trying new small businesses. I can not allow disappointment from one to affect another that may provide excellent service. It was so frustrating that this weekend did not go as planned.

I am what I am...a trucker chic

Part 1: Of course you know, this means war! UPDATED

Part 2:
To be a trucker chic, the make is not all that matters. If it's a truck to be admired, then admire it. I am not a major Ford person, but this one caught my attention. Black with chrome package...NICE! but over 30 Grand/Stacks



This was the one that caused us much grief. Not as bold as the Ford, this Chevy Silverado met our needs. Our first truck was a 1993 Silverado. Pros: Price, Color hides dirt Con: Beige Cloth seats + 7 yr old boy = disaster




For some reason the GMC Sierra calls to me. Our previous ones (1996, 1999) served us well for years. The 1999 BIG DOG is no longer with us, but well remembered.



Son, Speed Racer enthusiast, named the Prelude "Mach 5". Years ago, it was exciting for him to see it being connected to a tow truck. It was cool following it to HI-FI Buys (alarm died). Once he realized that we were leaving it there, he boo-hoo'd all the way home. Glad it was a short trip.


Son's older now, but still having the attachment to the Mach 5, he was given the honors of naming the truck, the Prelude's replacement. So may I introduce you to BONE CRUSHER. Grandma is not trilled about the name but we gave him no naming limitations.


After finally depleting the first tank fill provided by the nice folks at Saturn Of Decatur, last evening was my turn. Yikes! can't wait till after Labor Day!



Although we had several rounds of negotiations, mainly hubby and General Sales Manager with me in the middle, all was well. They were respectful at every stage and were willing to "make the deal". We are greatly pleased.

P.S.: Key to financing negotiations: have a check in hand from one institution is a great bargaining tool when in negotiation with another.

Of course you know, this means war! UPDATED

If you've been visiting here for awhile you may be aware of my regular rants on customer service. Today was the first time since the early '90s that I've lost my cool. To think about it, today was the worst ever. Normally I am mild-mannered person and even under difficult situations, I have been known to not even raise my voice a decibel. But today was not the case.
If you've been following me on Twitter you might already know some of this, but for others, here's a little background. For the past few months, our '89 Prelude has been in the repair shop several times. After the last round and several hundred more dollars, the car began to overheat and expected to cost at least a hundred more to repair. We had to decide to sink more money into it and hope it lasts until the end of the year or purchase another vehicle.
Being under the impression that the vehicle would be taking it's last few breaths within a few days, we made a deal to purchase a truck with minor body damage. Great price, right age, and low miles. We made a deposit with good intentions, with the expectation that the warranty work would be done professionally in the told short turnaround. After a week passed with several delay excuses and without the work being completed, they provided us a rental vehicle last Friday with the expectation the truck would be ready Saturday or Monday. Well TODAY the paint job was finally completed. There's a latch also to be fix and the salesman was to get it checked out tomorrow.
This evening, during a discussion between Hubby and the Salesman this afternoon, there was a "misunderstanding" about who completed the paint job so Hubby called me to return the rental, get the Prelude and our deposit back. (Son and) I immediately left Kroger (without badly needed groceries) heading to dealership.

Being my normal calm and composed self, I spoke to the salesman and then the sales manager, the used sales manager was not on site. Within a few minutes, the "misunderstanding" was resolved and they brought out the truck for my inspection. Now prior, I had been given the "oh, it looks great!" snow job. On first look, the work seemed ok. But after further inspection, I noticed curvature where there not should have been and bulges that looked worse than the back of my thighs. Salesman talked to Hubby on my phone and was telling him how "GREAT" the truck looked and the "painter" wanted to do a second wet sand later to give it a better look. He then left to "talk" to someone. I finally had a chance to tell Hubby how really crappy it looked. He agreed with me to stop the deal.

Now before I went back inside to get the "men", I said a prayer on whether I should accept what they were dishing or continue to get out of it. I also prayed to my birth father too, he was the one to teach me how to deal with car salesmen. There were no signs, so I moved on ahead.

I got them outside to show them what I disliked. I can't remember every word of the conversation but I did not accept "song and dance" that the sales manager began giving to me. Had the nerve to say that I had to wait till Friday for the return of the Used Car sales manager since he was the one who made the deal. That didn't make sense. Someone had to be a decision maker in his absence. Would you believe it was HIM, but he said that he WOULDN'T make a decision without the other guy and I HAD to wait. I do recall next my hand flailing at the adjacent building and their Lexus lot across the street as I stated their should be SOMEONE else who could make a decision. He mentioned Mr. "Man" (who owns 11 dealerships). So I stated I should expect a call from Mr. Man in the morning. I guess that wasn't the response he expected and quickly stated that he doesn't know his schedule.

This "song and dance" went on for too long enough. I can't recall what was said, but I know I was loud, arms swinging back and forth. Eventually I told them that I was leaving and to give me my keys. They were in the car parked on the other side of the truck. Son and I went back in building to get my (work) things. It was then that I realized that probably EVERYONE was out there watching the scene unfold. There was so much "red and white shirts" around. (I don't plan to reveal the dealer manufacturer at this time.)
On the way to my Prelude I had to pass the truck. I did not look at them directly, but there were now several more men there, crowding the truck at the area of my dissatisfaction. Once in the car, son and I got situated. He quickly made me aware that I had used the "H-word" several times, I wholeheartedly apologized and had to explain to him what had me so upset. Before pulling off, the salesman came to my window and asked me to wait.
Being that this car SHOULDN'T be idled, I turned it off, we exited, and waited at its rear. I got back on the phone with Hubby. By this time, I was cool again but that quickly changed. Mr. Sales Manager, said he talked to the other manager and said they could TRY to work on the repair again. My response was "how could I expect a professional job the second time around if you couldn't do it the first time." NO DEAL. He also said that they wouldn't return my deposit since they had already done work and they paid for the rental. I lost it again. It wasn't my fault that THEY did a poor job, it took longer than expected, and they provided the rental as previously agreed on deal day. He talked all about "their" inconveniences. We ended it as he would talk to the General Manager in the morning and I would make "my calls".

Later I received a call from the salesman with his "I got your back" spill. I listened and responded as a "sista" to play along. He is supposed to talk to the GM in the morning too, they "tight". Uh-huh, we'll see.

Well, I'm tight with a different GM, I prayed and felt the strength to endure whatever was thrown at me. I still do. We'll see what happens tomorrow, but this was quite unexpected with this industry and this economy.

Victory Thru Hair Power: This new fro works.

UPDATE: Within an hour of calling Toyota Customer Service this morning, I received a call from the dealership's Customer Service department informing me that I would receive my deposit back. Those folks have been apologizing all day, even after the refund was applied to my card. The refund transaction hasn't appeared on my account yet, so until then...

my first, First Friday

In promotion of downtown Macon, every first Friday of the month, one can stroll the streets visiting many forms of music, art, and entertainment. A family friend, owner of Patcessories and Personables, a clothing and home accessories store, promotes a variety of entertainment each month. She also provides refreshments to those who stop by. Not only does she promotes her store but allows promotions of others.

This past Friday, the owner and two students from the Hayiya Dance Theatre performed West African dance on the CONCRETE sidewalk just outside of my friend's shop. The young lady is in the 8th grade and has been at the studio for at least 3 years and the young man is in the 9th grade. I am not sure how long he has been at the studio. The owner and instructor is in the background.

Next month, I plan to visit the multi-floor art gallery nearby. It is amazing what you do AFTER you move away from a city.

sho'down at the OK corral

Why does it have to be so difficult at times to do the job that you were trained to do? You spend years gaining expertise in your field by seeking, understanding, and implementing proper procedures. Your goal is to service your customer in the most efficient manner while preserving simplicity.
Seems doable, practical, just plain easy, but not always. There can be times when a misunderstanding develops into a full-blown sho'down at the O.K. Corral. The Clantons and McLaurys meet the Earps and Doc Holliday all arriving with 6-shooters and rifles fully loaded and ready to defend their design for the town's new hotel annex.
The brawl lasts for days, each side reloading and dispensing their ammunition. No end in sight. For one family, not specifying which, it doesn't matter to have opposing opinions as long as the opinions have the same objective. Their goal is to follow standardized procedures to achieve a successful objective. When the objective is misunderstood, chaos is born.
With no sign of a resolution, a rancher suggests contacting the old sheriff in a nearby by town to mediate. A cease fire is called while he meets with both parties. The town awaits wagering as to the outcome.
The sheriff calls a town meeting for an airing of the issues and his recommendations.
After a long exhaustive venture, the issue resolved. Both families go their separate ways, construction needs to move along.
Seems all is well, except for the town folk. They need a winner and a loser. It was never meant for an 'us vs them' confrontation, but to some it needs to be.

So let it be said, the winner is 'the project' for it continues and the loser is 'time' for the strangers are heading this way and the hotel construction is behind schedule because of the delay.

crack-sitting

Reduced to watching their every move, I spent two days baby-sitting contractors as they correct their screwups. 2nd to the the worst screwup was the incorrect grout in the backsplash. Number 1 was the incorrect wood stain on ALL cabinets, kitchen and bath. Plumbing had to be removed and new correctly stained cabinets installed.
Perched upon my kitchen table, I pondered whether I should feel guilt or sympathy for the young man who was scraping out the existing grout with hand tools.
NOPE! No guilt happened in the 6 hours he worked that day.
It was not my fault the shop owner suggested SAND shaded grout to me and I took his recommendation.
It is not my fault that the contractors put in HOT CHOCOLATE shaded grout.
It was not my fault on two separate repair jobs that the workers continued to use the HOT CHOCOLATE grout.
It was not my fault to insist of receiving what I ordered.

In all I do love the house. Still have a lot of unpacking to do, a few more contractors to deal with. Maybe the next group will actually use belts with their low-riding pants and I won't have to spend my days crack-sitting while they work.

customer no service

Working in service for several years has its advantages and its disadvantages. From cashier, cook, and shift supervisor at Krystal’s, to staff/tutor at college computer labs, and to application development consulting for 16 years, I have had my fair share of providing service to customers and clients. With this experience I can provide support in a manner that is profitable for business. This is an advantage, giving treatment like I want to be treated.
The disadvantage is I EXPECT the same treatment in return when I am the consumer. The level of service is so important that I would pay a higher expense knowing better service would be given.
An incident occurred a few weeks ago and it probably would not have bothered me so, but my mother was involved and my “lioness-cub” protective instinct kicked in.
Having a flat tire, my mother took her vehicle to our area S**rs Automotive Center before 3 PM one afternoon. Her paperwork promised the repairs to be done within an hour. She called me and I arrived at the location a little after 4 PM. Her car was in one of the stalls with the trunk open. Since it seemed repairs were started, we left to run some errands. Returning approximately 45 minutes later, her car was still in the same position with the trunk open. Leaving her in my car with AC running of course, I went into the counter service area to inquire the status of the work.
After standing in line for several minutes too long, the staff told me that they could not repair the tire and it had to be replaced. They had her home number as the contact so they could not call her. I returned to my mom and relayed the message, but then it occurred to me. My mom had been waiting over an hour in their waiting room, exceeding the promised completion time before we even left. This is where the “lioness-cub” attitude developed.

In an attempt to shorten this fiasco, I will try to simplify.
1. Knowing my mom purchased some tires from them about a year ago. I inquired if the damaged tire was under warranty. This guy claimed (almost argued) that they did not sell the two brands of tires she had on her car. I had to basically hand hold this guy through their own system to prove my mom had purchased 3 tires from them about a year ago, they just did not sell them now. (Unfortunately the non-replaced tire is the one that had the damage.)
2. I had gotten him to admit that even though the paperwork said that my mom was a WAITING customer, there was no attempt to inform her that they could not repair the tire. He knew long before I came to pick her up. He claimed that he was busy at the time and never checked to see if she was a waiting customer.
3. We decided to purchase a new tire. He completed the sales order. I then politely informed him that she deserved compensation for her inconvenience. This guy looked at me like I was from another planet. He claimed that he needed the manager’s approval for that action and the manager was not there. Since he made no action to call the manager, I requested the phone number and I called him myself. After informed the manager of the situation, he tried to weasel out claiming that the store was just busy and there were several customers before her. I bluntly explained that her car was already in a bay when we left.

So after three-hour episode, my mother was given a 10% discount and put on top priority status and given a 30-minute completion time. We left for dinner; they were working on her car before we drove away.

Now, why was that necessary? Why did I have to increase my blood pressure, get another patch of gray hair, and waste an entire afternoon over a tire.