Courtesy - In Defense

[BodyArt27@aol.com]

I was at Courtesy today and they are very conscious about service. I talked
to Steve Richardson, the parts manager, and he is absolutely aware of this
thread - the emails were on his desk. He respectfully declined to respond. I
thought his silence was the more professional stance to take. My heart goes
out to him and his team, and I could tell he took it personally.

I guess you just have to know their organization. They all bust their tails,
do a huge business, but make you feel like you are their best customer when
you walk in the door (and that attitude extends from parts, to the service
writers, to the girls at the cashier window!). I might come from a different
perspective having worked "nuts" retail for the past decade. You can have the
best intentions in the world, but in a fast paced high volume environment -
you are going to have a miscommunication, and a mistake now and then. All you
can do is tweak and tweak your operation to make less errors, but when people
touch paper, it's inevitable.

Do you crucify them for it? It's your right to express what happened -
sometimes it's necessary. I just don't want people (the larger group) to have
the impression that is the way they run their business. I don't want people
to forget the support, the deals (we've all saved money), the sponsorship,
and their expertise. We've had other dealers cater to our group - and that is
great. I met some of them in Phoenix and they are super folks. We are a very
lucky car club to have choices. I'm not saying one is better than the other,
but let's not immediately get Alzheimer's and forget YEARS of support and
discounts for our group.

I'm glad George and Vince (heck he works for the competition!) spoke up in
support. Before Larry gets irked and puts a filter on the word "Courtesy" and
shuts down this thread, I wanted to say they absolutely still care (the name
of the dealership really is appropriate), take it all in context, and don't
have short term memory and forget all they have done.

shell
Courtesy customer since 1996?
91 SE-R
01 CLK55