It has now been over 10 years since that bad experience with Firestone. Now you might say you can't please every customer and that is true. But I was not an unreasonable customer with an unreasonable request. I was someone that had a legitimate concern or problem. I was not treated in a kind, respectful way. The problem was not addressed in a timely, quality manner.
So what was the outcome? I did approximately $2000 in additional car repairs that year. Did I take it back to Firestone? No. I am a disgruntled unhappy customer. If Firestone had invested $200 in cheerfully repairing my stereo cassette unit, I guarantee you I would have given them $2000 in additional business that year. Think about that. Is a $200 investment for a $2000 return a pretty good deal? Absolutely!
But it gets worse. I was so angry I told at least 10 people and my neighborhood about my bad experience. Think about that. I'm mowing my lawn and my neighbor Jim says, “Hey Bill, have you tried that new Firestone dealership down the road.”
“DON’T GO THERE, I said, they ripped me off!”
Are you going to do business with a company if your neighbor tells you that they had a bad experience? Remember word-of-mouth is the number one most powerful marketing.
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