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OK, fine, I’m happy. Now stop asking!
Author: Bill Cusick
July 13, 2005
I took the MINI in for its first oil service and such at the dealer. As usual with all things MINI, the folks were perfectly pleasant, and they made the experience bearable - except that somebody insisted on tuning the waiting lounge television to a shrieking Judge Judy…or Judge Something.
So, after a short time, they had changed the MINI fluids, gave her a spit shine and had her ready - no charge. Beautiful. Well, that’s not accurate exactly. There’s no charge maybe, but there is a price to pay. It’s the dreaded customer satisfaction survey.
I hate the phone satisfaction survey for two reasons. First, as a customer, I just hate phone surveys. I don’t have time, but I also understand that they are a necessary evil. Second, I hate what the survey has done to auto dealerships. It has, in certain instances, transformed human, empathetic service into over-the-top patronizing handholding, with a touch of harrassment.
If you’ve been to a larger dealership in the last year or so for service, you know what I mean. And since I don’t have time to elaborate, this will just have to be continued…
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