At work we talk about being open to 'the tough questions'. That is far easier said as a common goal than in a situation that needs the tough questions asked. We humans tend to like smooth and pretty. We tend to like things done our way on our timeline. I mean really, I am always right, right? (that's a joke) Tough questions are tough, because they are seeking to find an element of truth, a path through a difficult problem, a solution that will work for both participants. One must be direct, but kind. One must be patient, honest and prepared to hear answers we don't actually want.
Tough questions are actually essential for growth, whether that is in business or personally. This can obviously be frustrating to both parties; with an office partner, my husband or in this case Durango Motors. It is sometimes difficult not to engage in a power struggle. If the tough question is regarding customer service what is the best way to approach it? Can I be kind in my disappointment?
My saga began June 26th; the airbag light came on in our new/used Toyota Sienna. I brought it in and was told they could not touch it as it was illegal for them to do so for an aftermarket product. Truly, if I described each email and call or visit to Toyota you would understand my frustration. I was well aware that I may need to drive my car to Albuquerque to have it looked at. My sheer frustration has been with the complete lack of timely communication, communication I felt I was begging for. The only time it has been successful is when I displayed a frazzled demeanor and only then did I get a call or an email or service. It is the lack of returned calls and emails that put me over the edge this week.
Here is the email I sent a week ago today. I was trying to be polite, but direct. Did I succeed?
Linda Heaton <[email protected]>Thu, Sep 27, 8:05 AM (7 days ago)
to Steven, Bryan
Good morning,
I am again writing to express my disappointment in the customer service communication with the issue with our Toyota Sienna with a Braunability package. The saga began on June 26. I was basically told the air bag issue was my problem and contacted United Access in Albuquerque. There were a few back and forth communications all generated by my calls and emails.
The last connection was a 5 minute 'fix' by Durango Motors (after being told it was impossible and illegal for them to fix the problem). I was told at that time (my final communication with you) that you would be trying to get a new 'umbilical cord' and you would install it at no charge. I did understand it was not a given that the cord would be procured, but I did expect there would be some communication.
I have given up thinking that I matter as a customer. I do hope you have better communication with other customers as this has been a very unsatisfactory experience for me.
May your day include some radical customer service for someone who walks through your door.
Linda Heaton
Today I went to ask for the General Manager's email address so I could contact him. In the meantime Charlie, Bryan and Jonathan were very gracious with my tears of frustration and took the van right in to be diagnosed.
I am well aware that we all get on overload at times. I am well aware that folks have 'bad hair days (I am living through one today!), I am well aware that when one works on a team, some team members must cover for others and end up behind in their own work and I am well aware that in a larger company the flow can be disrupted when individuals are on vacation or sick. But always, even busy, a polite "I'm busy and will get back to you" message is appreciated.
I am very hopeful after today's encounter. I was hopeful last time as well. Durango Motors is a big company and I hope I am the odd person out. I have always had respectful experiences in the past. Perhaps it is just that my problem is so unusual they had not encountered it before. Dealing with Russ' Parkinson's and mobility issues has made me be proactive in finding answers. I just want a safe vehicle for Russ; his safety is paramount.
I left today knowing that Durango Motors has good DNA. Customer Service matters to them. (note the framed statement above that hangs on the wall in the service area). I have experienced #9 multiple times, just not with this particular issue. May the Gods of grace shine on Durango Motors and me, Linda Heaton, to come to a comfortable solution for Russ' safety.