Expectations
In a kind of Seth Godin-ish post today, I’ll use a one-word title, a photo and a semi-rant to try and help some poor soul learn from another poor soul’s mistakes.
I’m on a semi-vacation for the next 10-12 days, using up some time I’ve accrued in my offline career.
I thought I’d do some good deeds, along with some catching up yesterday and today, to ease my body and mind into semi-nothingness, as it’s accustomed to going all-out every day.
I took one of our vehicles in for an oil change and then for a tire rotation and balance yesterday. While I was there, I made a 10 AM appointment to get the AC checked, as it was nowhere near as cool as I expected it to be.
I arrived at 10 AM, dropped off the keys and caught a ride back to the command center. I told them to call me when they had the problem diagnosed.
After a quick lunch with two of my favorite girls, I drove one of out other vehicles over there at just after 12 noon, to see what was taking so long to diagnose the problem.
The vehicle had not been moved out of the spot where I had parked it.
I went inside and inquired about the situation and was told one of the mechanics had not shown up for work this morning and they were “way behind”.
Really ? Then why didn’t you tell me that at 10 AM when I dropped it off ? Then my expectations would have been lower, or I could have rescheduled, or I could have weighed my options.
But when you don’t communicate, my expectations remain high, like they were yesterday when you quickly did the work we contracted and I quickly paid you what you asked, no qualms, no quibbles, no whining.
But today, when you can’t perform, it’s not me whining, it’s you.
You could have alleviated some of the pain, by telling some of the customers about your problems and maybe they would have understood and came back later, since some of their problems were not things that had to be done right freakin’ then.
But you didn’t even attempt to communicate with me at 10 AM, well after the mechanic didn’t show up. And you left me wondering for over 2 hours after my appointment, even though you had my cellphone number, home number and work number.
Bad choices.
I’m making a good choice. I’m going somewhere else for my next $500 set of tires…or three…or five, since I have so many girls who depend on me to do their dirty work.
You just un-exceeded my expectations for the last time and the 3,4 or 5 vehicles I care for will never bother you or burden your staff again.
Bye.
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