Boating repair service

[Brian Mervau]

Several times lately I have been reminded that service business's are not manned by <br />people that have service in mind. It seems that some have their own agendas and schedules<br />and if that doesn't fit with customers then they are no longer "customers". I grew up in my dad's <br />small town grocery store in a little town in Michigan. I was thought that you must do what ever it <br />took to give people what they wanted, no mater what. We would put up and deliver special orders, <br />fill jugs of vinegar in the back room, replace busted windows, special order "stuff" that would <br />be delivered by GreyHound buss then store it for them until they could pick it up. <br />Make a long story short my dad taught me what the work ethic means and how to make people <br />want to come back and get more of what ever it is I was selling, or offering in life. To bad other dads <br />didn't do as good a job. Last winter my wife bought me an electric anchor for my fishing boat. <br />I was a gift I wanted and appreciated but I think she was tired of pulling the rope whenever she <br />went along. Anyway it was a great gift and it made me happy. I went into R & S Boats in Rome City, Indiana <br />to make an appointment for the "simple installation" or so the box said. I was told that it would be <br />a month before they could get to it which didn’t seem unreasonable as it was spring, so I made the <br />schedule and wrote it on my calendar. On the appointed day, a Friday, I left work early so I would <br />be sure to get my boat to R & S on time and I could park it where they wanted it. I didn't realize it<br /> but I had a flat tire on my trailer and had to deal with that first. <br /> When I got to R & S I was met by an overly busy "service" person and when I told him my name he <br />started into a tirade about how he didn’t want to install an electric device in an old boat and he just<br />knew it would take to long and he couldn't tie up his people like that. I said that I sure wished that<br />I was told that when I make that appointment or that I would have been given a call. He mumbled <br />something under his breath and I left with my ego bruised and my feelings hurt. <br />He blamed the "girl" that made that date and said she should have known he didn't do that.<br />If you go into that store you will see that they sell the same unit on their shelf. I might add that last <br />summer I had work done on my "old" boat and they were more than happy to take my money then. <br /> My whole point is why can't we treat each other the way my dad did. To bad not enough of us <br />listened. And to bad insensitive people have jobs that deal with our lives and passions. And to some <br />of us to sit in a boat on a beautiful morning listening to the loons and maybe catch a fish or two is <br />truly a passion. To bad my wife has to still work the rope! <br /><br />Brian Mervau<br />0060e 405s<br />LaGrange, In 46761<br />219-463-7987<br />emervau@kuntrynet.com

 

[JB]

Re: Boating repair service

Well, Brian, I don't blame you for being inflamed by the treatment you got. I'd bet R&S isn't a small town operation, and that they wont be in business much longer if they scold customers for asking for something they don't want to do, or that doesn't seem profitable enough.<br /><br />There are many marine wrenches out there that share your father's ethic, that will go an extra mile to have a satisfied (and repeat) customer. A lot of them post regularly on this BB, giving out priceless advice and help to fellow boaters with no thought to profit. Too bad you didn't take your boat to one of them. Keep looking, and good luck.<br /><br />JB

 

[Brian Mervau]

Re: Boating repair service

Thanks for all the support. This is the same thread as several I have gotten. I just wish that there was some way to wake up com****** like the one I am hurting over and get them to understand that they just can't treat customers that way and not suffer some kind of reward! I am thinking of printing flyers and putting on the windshield of all the trucks parked at the public boat landing. 100 or so every day should do the trick.

 

[rogerwa]

Re: Boating repair service

As with boats and Chinese food, you have the good and the bad..<br /><br />I have a pretty high service ethic in what I do for a living and expect the places I spend my money to have a minimal level of service to earn my sale.<br /><br />Although, I am more often than not disappointed. You go into a fast food joint and the person behind the counter just looks at you. No "hi, may I help you?", I usually just wait and look at them. sometimes they get annoyed and say "what do you want?" Torks me off every time.<br /><br />When I do find a place that gives good service I give them repeat business and tell all my friends.<br /><br />You should not leave with your ego bruised. You pick up the phone and call the owner of the shop, or the GM, and ask him what kind of operation he is running. You wasted a month in getting this work done, only to be treated like crap by one of his employees. Unacceptable, Period. Then ask what he plans to do about it. Suggest that he should do it for free for all the inconvenince he has put you through.<br /><br />If he rebukes you, then you know where the problem lies and you can tell him that you will take any future business down the road to his competitor.<br /><br />Give 'em hell.

 

[rogerwa]

Re: Boating repair service

Another thing to remember, your business is not insignificant. If they don't want your money, there is always somebody that will.

 

[Admin5]

Re: Boating repair service

Brian,<br /><br />You have made some very good points, however, I would like to caution you on the handing out flyers idea. Wouldn't this actually show that you are much closer to being like the individual that treated you so poorly? What would it really accomplish? By going and handing out flyers you only show that you are a spiteful customer. You appear to be a good person who was treated badly and wants to help others see that we all need to continue to focus on how we treat others in both our business and personal life. <br /><br />Let dealers with poor customer service dig their own grave by continuing to treat customers like how you were treated. No need to help this dealer kill themselves, it sounds like if they treat others the way you said you were treated they will do it themselves. The golden rule applies to even those that have mistreated you in the past. Now, lets get back to enjoying boating!

<br /><br />Admin5<br />iboats.com team member