********************************AZ is awesome!

[blinkwatt]

I recently placed an order for new spark plugs and a cabin filter from ********************************AZ. It showed up in 3 business days,UPS Ground(AZ to Sacramento,CA). I have had about 5 orders from them in the past with no problem,this time was a little different. I opened the box with the parts and the cabin filter was crammed sideways in the box. It was so bent out of shape and beaten up I wasnt going to put it in the car. Well I called ********************************AZ and they immediately shipped me a new one for free,no questions, they dont even want the old one back! Awesome customer service!

[MNBoxster]

Hi,

I am glad you're happy with this Vendor.

But, isn't it interesting that we lavish praise on a Vendor for replacing a part which they damaged in shipping? Isn't that to be expected?

I think we as consumers are too ready to accept whatever a Vendor does and not hold them to the proper standard, after all, it's they who want copius amounts of our money. We shout their praises from the rooftops (or Forums) if they actually do what should rightfully be expected of them in the first place.

We need to hold these Vendors accountable (including Mechanics and Dealers) and reserve our praise for one who actually does something praiseworthy as opposed to merely performaing as they should. Just my $0.02...

Happy Motoring!... Jim'99

[Jeph]

Originally Posted by MNBoxster

But, isn't it interesting that we lavish praise on a Vendor for replacing a part which they damaged in shipping? Isn't that to be expected?

_____________________________________________

Hmm, yes, it is to be expected for the part to be replaced. The lack of hassle and how fast they did it is what impressed blinkwatt (I assume). I think most companies would have had him send it back -even damaged, then have him wait for a while... then send the new part after the problem has been confirmed... (with no tracking numbers).

It's all quite relative though.

With many sub par experiences from vendors, expectations decline. Regardless, to get "praise," a vendor doesn't have to be great -or even good. It just has to exceed one's expectations. (same goes for products, services, etc.)

This isn't such a bad thing. Every time I go to Taco Bell, I expect them to get my order wrong. When they get it right, it's a bonus, a celebration! "Kudos to Mr. Bell, I'm having a great Border Experience" I exclaim!

Have you ever seen some one at a fast food joint put up an audible stink because their order was wrong? Talk about expectations too high... Everytime I see that, I want to yell,
"Relax, it's just a taco!"

[Brucelee]

"Have you ever seen some one at a fast food joint put up an audible stink because their order was wrong? Talk about expectations too high... Everytime I see that, I want to yell,
"Relax, it's just a taco"


Well, I guess I would respectfully disagree with this sentiment. Perhaps we should all start to hold ANY vendor to higher standards. I am NOT suggesting that we expect a four star meal at Taco Bell, of course that is not what they are promising nor what you are paying for.

What you ARE paying for is the item you ordered, not something else. Since the folks at these FF joints seem to live in some other world of consciousness, sometimes it seems that the customer is the last thing on their mind.

So, maybe, just maybe, a jolt back to reality, in the form of, "hey, dude, can you get OFF the phone and fill my order correctly?" might not be a bad thing.

It is one thing to make a mistake, it is another to be inattentive to the point of being rude.

Just my two cents.

[Jeph]

Originally Posted by Brucelee

It is one thing to make a mistake, it is another to be inattentive to the point of being rude.

I am referring to the former of these 2. However, if I discover a place to be more of what you have described, it's just easier to no longer patronize that establishment.

Oh, and Randall, I must say for the record that the Taco Bell I frequent most is bizarrely accurate and speedy upon my numerous visits.

http://www.youtube.com/watch?v=IVx2JKuZp04&search=taco%20town%20snl

[MNBoxster]

Hi,

Hey, I'm not slammin' Blink and am happy that he had a positive experience.

What I am saying is that this should be the norm, not the exception. But, if we issue unwarranted praise for a Vendor simply doing what should be normal, then where is the incentive to reach for greater heights? By settling for normal or sub-par performance, we take away the incentive for those who hope to increase their business by providing better service - if we patronize those who don't, then we're sending the message to these Vendors that it doesn't matter what you do, that improving the Customer Experience (with all it's increased cost, attention, and effort) doesn't pay off.

One of the first Hotel Chains in the world was started by a guy named Conrad Statler (several of his hotels have since changed hands, but still retain the Statler name). Anyway, in each of his hotel lobbies, Statler had a small plaque which read: "Life is Service, those who succeed, give their fellow man a little better service..."

I think if we believe this, it is up to us to expect this of a Vendor and not to succumb to expediency or indifference. But, as I said, - just my humble $0.02...

Happy Motoring!... Jim'99

[RandallNeighbour]

MN, you're right. We should praise a company not when they send us our stuff fast, not when they respond to complaints fast, not when we get the stuff on time, or even when we get the replacement stuff fast.

Praise should be offered to companies that go above and beyond the norm stated above.

However, I gotta say that it's nice to hear from Blink that this company understands basic customer service. Sadly, it's uncommon these days!

Jeph, your example of repeat trips to Taco Bell is very telling, my friend. Yes, very telling. Now I understand far more about you than ever before.