People

Customer Satisfaction Must Always Be a Priority

LCT staff
Posted on October 1, 1995

Recently, a limousine broker sold a limousine to Roy Jay, president of Celebrity Limousine of Portland and president and ex­ecutive director of Limousine Owners and Operators of Oregon.

Jay purchased an 85 inch stretch Lincoln from the broker. The vehicle had problems, but the broker promised each problem would be addressed.

However, shortly after the trans­action was finalized the broker began to back off his promises to fix the vehicle. "The limousine had a flat tire, a defective CD changer, a leaky sunroof, a missing sunroof shade, a $40 AM/FM cassette play­er, and an air conditioning unit that immediately malfunctioned.”

Jay called the broker three times to rectify the situation. The broker would not live up to his end of the deal. What Jay did not disclose to the broker was the fact that he found $2,500 tucked inside the headliner of the limousine. Jay decided to tell the broker about the money he found in the vehicle. He simply wanted the limousine repaired and would gladly return the money to him.

The broker suggested to Jay in no uncertain terms to "keep it to fix the repairs and anything else that needs to be done and we'll call it even."

"He was a real high energy per­son," says Jay.

The next day Jay decided to take the flat spare tire to a local shop to have it repaired only to discover that the spare was stuffed with $8,000.

In this particular case, the broker obviously did not bother to carefully check his inventory and forfeited over $10,000 because customer sat­isfaction was not a priority.

Related Topics: customer service, vehicle maintenance

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