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Commuication, I being the managing partner of a Ford store always have my door and phone for customer complaints. I try to tell the employees that everyone make mistakes and thats ok its how we learn, but! the end result of a mistake can make a happy customer or a not so happy. Our customer satisfaction rate is a 98% happy customer base to date. A happy customer tells 3 or 4 people and a pi%@ed off one tells 10 or 15, i know where I want to be.
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These aftermarket "Guy's" have us trained very well as we (Car Guy's) accept Mediocrity(sp) as the norm......If I ran my Business like that.....I would been out of business a long time ago......we give the Customer what they pay for.......What a Concept.......
Ken
(Old Fashioned Guy)