Are service departments shady or shrewd?

he's cursing up and down and he's yelling at some guy Hector I was working at a dealership I was actually a service manager of the dealership and we were starting to have issues with some of the interior panels of the seats especially on the trucks so this one particular yukon denali comes in and the issue that used to have is you'd have people that would slide their way out of it so the outer edge of the seat would wear out part of your responsibility as a service manager you have to manage expenses for warranty expense the seat covers back then they were astronomical they were like eight hundred dollars for the seat cover but we actually found an interior repair shop locally that would actually section in a piece of leather and match it perfectly and that would cost us about a hundred hundred and twenty-five dollars so I'd be able to get the customs card fixed to his liking make it look brand new and save that much money on our total expense and one day this gentleman came in to get his seat repaired and he dropped it off and the owner of the company that used to do the interior work for us he would stop in he'd picked the cars up bring him back to his shop do the repairs and drop him back off to us so the following day he brings the car back in I inspected with him car looks absolutely beautiful looks perfect so I'm excited customers coming in kind of a tough cookie the customer so the owner of this interior shop his name is Tommy it was kind of a wise guy from Brooklyn you know I had real street mentality but did phenomenal work phenomenal business man he just had that that little bit of a Street edge to him and he drops the car off and he tells me it's all said so the customer comes down we set it up to the customers coming down to pick it up and as he goes out to his vehicle he looks out of these very excited by this all right greatness shook hands handing him his receipt and he drove off about five minutes later this guy comes storming back into my office and kicks the door open we all turn around look and I said hey everything okay he goes no not everything's okay I want you to come out to my truck and take a look at this so the Yukon Denalis back then used to had this little square box at the bottom of the dashboard and it was called a trip computer and it had all your latest trip information showed you instant fuel economy showed your average mileage and also showed your average speed well he got down the block and he decided to fiddle around with this trip computer and he saw that the last time that the car was driven it was driven at about a hundred miles an hour so this guy was flipping out he's yelling and screaming he wants to speak to the owner the dealership they don't know the dealership wasn't there that day so I'm just trying to calm this guy down myself I'm all by myself nobody to back me up no owners no GM's try to figure out what I'm gonna do so I figured I got to put on a quick show here so I pick up the phone and I call up Tommy and Tommy was actually stalling his way back to the shop he was in his car and I call him up on like y'all Tommy you got to do something about this they said when I got this customer here that Denali you guys just fixed I said I got this guy here yelling and screaming so how many drove his car at 100 miles an hour and Tommy again a little bit of a Street edge quick thinker he starts screaming into the phone and he's cursing up and down and he's yelling at some guy Hector and he's like how dare you drive one of my customers cause like that you're an absolute maniac you shouldn't have done that I can't believe you did that this is my business this is my reputation on the line I can't take it back you didn't get the idea and I'm sitting on a phone and he was yelling loud enough that the owner of the vehicle is standing right in front of me and all sudden the owners demeanor on his face just changed and he I said all right Tommy he goes I gotta go let me finish this up and he hangs up on me and the owner of the car looks at me he goes can you call him back and tell him it's really not that big of a deal I can't believe so I said I'll call him but he's in the middle of a bunch of things and the guy walked out like pooping like this like he really like he like he killed somebody couple of minutes goes by call Tommy up and I'm like Tommy I said yo dude what happened and he goes oh nothing I was still in the car driving back he goes but I figured that would satisfy your customer I don't know what the customer was really looking for you know sometimes when customers come in you just you have to try to make it a quick judgment on exactly what's going to satisfy that customer considering what happened somebody driving your personal car at 98 miles an hour it's it's gonna be hard you know I don't think a free all change is good is going to satisfy them a free tire rotation or some gas or something like that when I called Tommy I was doing it to try to defuse the situation a little bit to let him know that I feel for you I mean this is this wasn't just done to you my customer but this was done to me as the person who is responsible for your vehicle while it's here for repairs so I want to try to defuse it I call Tommy up and Tommy never really explained why he did it and Tommy is one of those guys who doesn't explain why those things so I think he felt the way to defuse it was he looked at it if somebody drove my car 99 miles an hour 98 miles an hour what would I want I'd want that guy fired and that's what he portrayed on the phone and he did it so perfectly with the yelling and shouting and the adding of some curse words it was scary at the moment for me because now I'm like holding the phone away from my ear and the owners listening to it and I'm thinking oh my god this guy just got fired and you know the look on the owner of the cars face the customer that's not what he wanted I still to this day don't know what he wanted but the customer was truly upset that he just got this guy fired and you could tell by his whole physical demeanor the way his shoulders just drooped over and he looked at me and you know he didn't really have much to say and as he turned and walked out I don't know if that customer was truly satisfied but I know that at least the customer walked out feeling dead for some make-believe person and not mad at me or Tommy so with all the training I've done through the years both as an automotive technician and with General Motors through handling customers and handling warranty claims there's nothing ever read or nothing was ever taught to me on how to handle a situation like this and I'm sure Tommy never had any training either but I think it was that Street edge of Tommy that really got the point across and really taught all of us a lesson don't drive the car too fast and don't look to get people fired when somebody missed your vehicle we'd like to thank Avalon King for their continued support of the VIN 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Channel: VINwiki

Views: 233,697

Rating: 4.8691874 out of 5

Keywords: Glassparency, GMC, Yukon Denali, Seat repair, VINwiki, Car Story, expense management, Chevrolet, service, maintenance, quick thinking, Tony Seara, Interior shop, Brooklyn, business, trip computer, speeding, upset customer, top speed, reckless, car dealer, dealership, certified service, Yukon, Tahoe, Suburban, Express service, customer, storytelling

Id: 9bbb8zVZnPk

Length: 6min 53sec (413 seconds)

Published: Tue Nov 05 2019