Comments on: Customer Satisfaction Solutions: Car Repair & Tux Rental

By: Oscar Trelles

Oscar Trelles — Wed, 19 May 2004 16:25:43 +0000

I would certainly appreciate if everyone of my service providers could take advantage of email and web at some level, or at the very least use the phone accordingly. At least my doctor’s office calls to remind me of appointments, and the delivery guy from our favorite chinese take-out calls from the corner, though it is so he doesn’t have to wait at the door for too long :)

Anyway, what I do hate is when, for example, I use the telephone to register some software, and after being asked to introduce my 20 digit serial number and other information from the phone keyboard by the computerized central, a representative asks me again for all the same information again to ‘complete the process’!

By: John

John — Tue, 18 May 2004 03:19:23 +0000

I don’t know about tux-rental shops, but I think it’s a written rule that auto repair shops are not supposed to call you for any of the given reasons, especially the 3rd option, questions and problems. If there’s a problem, they’re guraunteed to fix other things until you call and ask how it’s going. They then tell you’ve done X so far (costing $XX), and then proceed to tell you that your car is basically un-drivable, and that it needs X amount more work. Usually this happens around inspection time, or when you want something simple like tire rotation, and end up driving ol’ girl home about a week later with new brakes, exhaust and working wipers.

By: darron

darron — Fri, 14 May 2004 01:46:08 +0000

Yeah man, fight the power. :-)

By: Jim Cheng

Jim Cheng — Fri, 14 May 2004 01:18:57 +0000

Word. You tell ’em.

Network-centric business operations that customers can connect to remotely and check on the status of their orders rock.

Several clients at my day job have implemented things like this for *their* clients (mainly via their websites). It’s good business all around.

Last week, my wife ordered pizza online and they had real-time pie-tracking via their website. Granted, it was a periodic refresh of a page done via Javascript, and a Flash-based XMLSocket solution would probably be sweeter but we certainly didn’t mind. I’m wondering why more companies aren’t doing the same.