Beancounter_74 wrote:

Given their email addresses are on here, I would (and have done ) dropped them a friendly email explaining what you needed and requesting a call back when convenient - you could even detail times that suited you
Has always worked for me.
Youre also making the assumption that David got the message


Comment re pushovers......

@ VA .........I did have to check it wasn't Mrs Bean

As the old saying goes "you can't please all the people, all of the time...." I have seen the odd negative comment for about every 20 posative ones with LPR but even those have been positively resolved with clear explanations.

I don't use LPR because a friend of mine owns an indie garage and I get 'mates' rates as well as excellent service even though it's a 120 mile round trip.

slick17 wrote:

Gerico wrote:

It is also interesting that LPR is NOT mentioned in the title. Is this to prolong them noticing it in the hope of damaging there reputation....

Not something I thought about...but since you mentioned it I guess that's how you operate!

No it isn't how I operate it's what I'm trained to look for and deal with. Insert a word here, delete a word there and things can be so different.

I think James might be on (another) holiday but be patient all will be revealed in the fullness of time....

Or you press redial

See, you forgot the "r" it happens to us all .....  MY16 AUTOBIOGRAPHY Indus silver with some toys

2012 3.0 SDV6 Luxury gone, but a great motor

Sorry Slick17, couldn't resist it MY16 AUTOBIOGRAPHY Indus silver with some toys

2012 3.0 SDV6 Luxury gone, but a great motor

rigsby wrote:

Sorry Slick17, couldn't resist it

crookedm wrote:

Nope not defending like I own them but when I see 99.9% posts positive regarding them I question one that slates.

Granted if you'd walked in, sat in vehicles, asked for assistance and been ignored I'd understand. However as you called its faceless and whilst it is bad you didn't receive a call back surely that's not enough to say its not that worthy of your business.

First impressions are important in garages and I sympathise with you on not feeling that special as I've had treatment worse in a LR garage however I went back and they where great. Maybe if you'd been there physically you'd have seen if they where busy and had a more informed view.

Who knows but for every bad service we tell 10 people!

As for a pushover,nope I'm just not a self appointed VIP.

I'm afraid you just don't get it!

It has nothing to do with being special/being made to feel special or " self appointed VIP".

I am a customer/potential customer. My business goes to those who deal with me quickly , efficiently, provide a good quality service at a reasonable price.
The service industry is built up around those and other basics.... It's the least EVERYONE should demand and expect...I guess not everyone does.
Each to his own!  S/C 06 Black

rigsby wrote:

Sorry Slick17, couldn't resist it

 MY16 AUTOBIOGRAPHY Indus silver with some toys

2012 3.0 SDV6 Luxury gone, but a great motor

crookedm wrote:

rigsby wrote:

Sorry Slick17, couldn't resist it

Time to retrain to retain!

I get it fine thanks I'm just not that naive to think the service industry (in this country especially) evolves around me.
It doesn't.

Everyone expects good service, whether a current or potential customer however you also have to realise your expectations won't always be met. You're one unhappy customer out of maybe several happy customers who actually visited LPR today.
Big deal. Man up, put your pride aside and contact them again, if on the second attempt they fail you walk away.

crookedm wrote:

I get it fine thanks I'm just not that naive to think the service industry (in this country especially) evolves around me.
It doesn't.

Everyone expects good service, whether a current or potential customer however you also have to realise your expectations won't always be met. You're one unhappy customer out of maybe several happy customers who actually visited LPR today.
Big deal. Man up, put your pride aside and contact them again, if on the second attempt they fail you walk away.

OK...Final comment.

1.Unfortunately, you are that naive. without complaints and customers pulling up businesses on their bad service the levels of service would not only not improve ( why would they?) they would go downhill.
2. Customer service does evolve round you me and every other customer...just cause you don't demand it doesn't mean it doesn't or shouldn't be there.
3.It has nothing to do with pride ( see you don't get it) It has to do with service. If they let me down on this, what else can/will they let me down on...why should I take a chance?

Thankyou & good night  S/C 06 Black

NPinks - Many thanks for the PM regarding this thread.

Slick17 - Firstly may I apologise on behalf of the dealership and specifically David for the fact that your call was not returned today. Regardless of the fact as to whether your number was taken incorrectly by our reception team, or the message passed to David went astray, or indeed whether David had difficulty on reaching you, or possibly forgot to add your call to his 'to do list', you are absolutely right that it is not an acceptable level of customer service. When David reads this thread then I am sure he will be keen to establish what went wrong. I would however suggest that in the interests of the forum and the fact that this thread will not be deleted on my instruction (re your comment), that David is able to investigate the cause of your call not being returned so that I can openly report back to the forum in detail.

I empathise with your disappointment as I too would expect a call to be returned under the same circumstances. That said, perhaps we should focus on repairing the loss of goodwill and attend to the reason for your initial contact? It is shortly after 10pm on Friday evening at the time of writing and am unsure as to whether David is scheduled to be on site at LPR tomorrow, therefore perhaps we could talk tomorrow morning and I will do my level best to assist. You may be aware that I am responsible for the Sales departments as opposed to Aftersales, therefore my technical knowledge is fairly limited, however if I could understand the nature of your initial enquiry then I will do my best to assist by liaising with the technical staff who will be on site tomorrow morning.

I myself will be in a meeting from 7:30am until approximately 9:15am, then hosting a babyrr.com visit from 10-11am then have a customer meeting at noon. With this in mind, could you either PM or email your contact details and I will call you as soon as I'm free. That said, there is a possibility that David will be on site, in which case I would of course ask him to call you. I would however be grateful of a PM/Email to confirm that we have recorded your contact number correctly.

Again, I apologise for the lack of attention and assure you that we will establish why you did not receive the call that you were expecting. In general it's not the way that LPR operate, however if we do occasionally let a potential customer down in such a way then it is important that we resolve the initial enquiry, learn from it, and ensure that measures are put in place to avoid it happening again.

I look forward to hearing from you shortly.

James

Slick just stop it ,stop making fus because manager didn't call you,unless you are SPeCIAL ONE ,stop behave like .... .OHNESTLY THIS POST IS SILLY,JUST I have been at Lookers yesterday -try they best and everyone was friendly and with good attitude ,with smile.  Big fun of RRS-my one WHITE-RED with wide body kit plus RS alloys all from KAHN

slick17 wrote:

crookedm wrote:

I get it fine thanks I'm just not that naive to think the service industry (in this country especially) evolves around me.
It doesn't.

Everyone expects good service, whether a current or potential customer however you also have to realise your expectations won't always be met. You're one unhappy customer out of maybe several happy customers who actually visited LPR today.
Big deal. Man up, put your pride aside and contact them again, if on the second attempt they fail you walk away.

OK...Final comment.

1.Unfortunately, you are that naive. without complaints and customers pulling up businesses on their bad service the levels of service would not only not improve ( why would they?) they would go downhill.
2. Customer service does evolve round you me and every other customer...just cause you don't demand it doesn't mean it doesn't or shouldn't be there.
3.It has nothing to do with pride ( see you don't get it) It has to do with service. If they let me down on this, what else can/will they let me down on...why should I take a chance?

Thank & good night