Customer Service Rant

Seth Godin has inspired me write this post.

If you click the link in the previous paragraph you’ll find Seth talks about a company with the money/budget to get their customer service right, but have implemented a support system that fails spectacularly.

In my case, having spent four hours when one should have sufficed, it was a case of three companies that couldn’t be bothered with going the extra mile for a customer. In fact, it’s debatable whether what I wanted them to do constituted going an extra inch.

Let me explain (I have to get this off my chest) I needed a new set of number plates for the car. I drove the car to the first, second and third outlet to ask them to provide the number plates, with holes drilled so that I could fit them to the car and drive away. It would have been brilliant if they would have fitted them too, but more about that later.

The first outlet said they would not drill holes in case they cracked the number plate. So are they assuming I can do any better; have the right drill bit; have the right drill i.e. hand drill, electric drill on slow speed or high speed?

Are they saying they are not competent to do the job. Quite frankly, I won’t be going back to Portland Towing of Lincoln. To my mind they aren’t prepared to learn how to drill number plates properly.

On to the next. Motosave on Newark Road, Lincoln. They said they were too busy to drill the holes (no, I’m not kidding!) but could make the number plates for me. Goodbye.

I had to go to Newark so I stopped at Allwoods Automotive on the way into the town centre. Again, no they’re not prepared to drill the holes in case they crack the plates.

On to Selectatyre. John didn’t do number plates but had a friend that did and asked me if I’d like him to ring and check. Would I? I think you know the answer! John phoned Dave at Tallis, Lakeside Centre, London Road, Balderton, Newark (01636 610243) who said he would do the job.

I shot round to Tallis, took the old number plates off the car so Dave could use them to locate where the holes needed to be. He made them up, drilled them and I was on my way in about 10 minutes.

Oh, and for just over a quid cheaper than anywhere else. I would gladly have paid more to have the holes drilled anyway.

So, if you’re in the Newark/Lincoln area use Tallis, Dave’s auto and bike spares shop, he actually deserves your custom. And if you need tyres, John at Selectatyre is very helpful too.

And do you think I’m unreasonable expecting holes to be drilled in the number plates so I can attach them to my car? What do you think? Am I a grumpy old git or just have reasonable expectations? Let me know.

And thanks, Seth, for inspiring me to get this off my chest!