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I walked into a Sub-Sandwich place last week. No line; not busy. The counterperson was conversing on her cell phone (on company time) and I'm sure she noticed me, but didn't acknowledge me with a "wait a minute". I would have waited. After watching her for another 20 seconds, I walked out and gave my money to the business next door. Probably didn't faze her. She might have thought $5 an hour wasn't worth it.
I attribute that experience to poor training on the part of management and/or poor work attitude on the part of the counterperson. I haven't been back and I don't think I'm the only one. If the franchise were on the ball, the owner/manager would perform spot checks. My daughter had a part-time job at a local Coffee Bean & Tea shop. She was told the company performs spot checks to make sure employees handle situations according to company policy. She theorizes the jerk customers who made her work day seem longer were probably the company shills.
The customer service mantra is that if one receives good service, the average person tells 2 people of their positive experience. If one receives bad service, the average person tells 9 people. Wonder why successful companies value customer service? It works. Since this is a car forum, I'm sure there are many cases where customers were dissatisfied, not because of the quality of the work, but because of the attitude of the owner/employees.
Sometimes finding a qualified tech means trading a decent repair with a negative personality. Unfortunately, it's often a poor repair with a commensurate attitude.
If anyone needs a training consultant, pm me.
Sherwood
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