BigBendFishing.Net

Good morning BB.

It sounds like most if not all of the advice/comments you've received are pretty much in the same theme. I'm sorry for the fact that you had to have the experience at all. It sounds like there is a friendship involved at least from your prespective. It also sounds like there may have been a bad day or some hidden issues involved with the shop owner but I obviously can't say for sure. With all of the discussion and conversation that has already taken place I don't think things could ever be the same between the two of you. Do the best you can to exit the owner/customer relationship with some integrity left for both of you. I know how valuable it is to have some trust and confidence in folks who service your needs, good luck finding a new service provider.

wevans wrote:
Tell him to gather your stuff, pay him and forget him! No matter what he may say now, he has already said what he really feels and obviously has no respect for your property nor you!!

I agree! 100%

bman wrote:I'd love to hear the same story from the shop owners perspective... It could change my reply.
But here you go: Based on what you just wrote- find somewhere else.

You probably are picky- you own a business that puts you face to face with a lot of picky people.
How many times does your company eat a problem that you are not sure you created?
You do that because people talk and you want to have a good reputation.

We are all in service industries(except you government guys ) We get customers because we are good at what we do, or We are fast, or We are cheep.
This guy is expensive, slow and it sounds like you are having a problem trusting he is going to do a good job.

There are too many shops out there that will appreciate your business.
Heck, that need your business... Find someone who is excited you called them.

Thanks guys. I layed awake in the bed last night and thought about this some more. Still not real sure what Im gonna do, depends on his mannerisms when i see him today. You guys are 100% correct in saying that if one of my employees did anything even close to the way I was talked to yesterday, they would be canned. Most of my customers have my cell number. Part of doing business. Ask anyone who has ever done business with us and if they can seriously say that they recieved anything less than 110% service, I ve got a $100. bill for you. Your not gonna find that perosn. I can say this confidently because my customers know our rule. "If theres a problem, Dont holla about me, holla to me!! I cant fix it if I dont know about it. Every customer in every store hears this before they leave. Enough about us.
Also, Bman, I agree especially in business, that there are two sides to every story. That is why I tried to remember every thinng that was said in the correct context that it was said. I tried to portray the occurences as they actually happened with as nonbiased of an opinion as I could relay it to you guys.
I would have the ultimate hope that this will turn out as Dubble has portrayed because these guys are local, they normally do good work and I ll be the first to admit that I am funny about my things. I want them to be right the way i want them and I still dont see how or why that should be a problem. I assure you if you buy something from my store it will be 100% right or you will be offered a discount or an exchange. All of my delivery personel are put through a course that I designed, in proper steps to a perfect delivery and what actions to take if the cusotmer is not completely satisfied. All of my delivery employees have the on sight ability to give up to a 30% discount for any damages recieved during delivery or shipment. They also have cell phones to contact me immediately if one of my customers feel they need to contact me immediately. They also have an employee quality questionaire that is to be returned with the guys or mailed if the customer has any reason to do so.
Im not trying to Harp on my service and beat my chest about how good we are. Im simply trying to relate that We offer the best service I know how to give, and I expect the same in return.

Oh and Chalk, Ive got a Biology degree, not a English degree. I cant half talk the language when Im mad much less write it!!! So have a rub!!

Reel Fun wrote:First of all..... I own a small auto repair shop in Tallahassee, here's my take. I have a few simple rules.........1- always "listen" to the customer, try to see things from there view. I can't freaking believe he said you were "too picky".....I just can't believe an owner of a business would say that to "any customer", especially a loyal/consistent customer. 2- we're all human, mistakes can and do happen. Always take the high road....... I've had to pay for damage to customer's cars that we may/may not have done. My thinking is the customer knows their car better that me......so they're probably right when they say.."this damage wasn't here when I droped the car off". I know for a FACT......I have retained several customers who have returned for service and they have told others about our honesty.....by taking this appproach. I have some rules but I won't go any further.......... If I were you............ I would pay up and move on, with out a doubt !!! I'm sure you can find someone that will appreciate you and your business. I've got several customers like you that say......"here's the key....fix it.....call me when it's ready", these folks get TOP PRIORITY status. That what you should be getting..............TOP PRIORITY.........

Thanks bud. I get made fun by my friends because I do that. I 99% of the time dont ask for a price, just drop it off and say holler at me when You get it done and Ill come get it ad settle up with you. My buddies say Im gonna get took one day with this approach. I may. But if I do, I just wont go back. i dont haggle about a price of the work someone else did. If its their opinion that I owe them more than i think I should, Ill pay it and not say a word. They did the work, how can I tell them what to charge?? Thats just the way I see it. And like I said, If they charge too much, I ll go elsewhere next time.

You are way more patient than me. There is no way I would be going there after all of those issues, regardless of who was right or wrong. Obviously, the business was wrong in this instance because the "customer is always right."

If someone called me "picky," I would have to tell them where they could shove it. "You're damn right I'm picky." "We're talking about 50K or so in boats plus, [insert amount you spent there] over the last few years!" "After all of these years, you want to treat me, a reliable customer, like this?" "To hell with you, and I thought we were friends." "That's no way to run a business, buddy!"

There was a saying that went something like this: If a customer has a good experience, he or she may tell a handful of people but if a customer has a bad expereince, he or she will tell anyone who'll listen.

Bad word of mouth gets around a lot farther.

Just get the boat fixed and quit being so picky.

I carried the boat over this morning and he met me at the door when I came in. He said hey bud, how you this morning? Taken by surprise, I kind of just said fine and asked him to call me when he got myu boat put back together. I guess I should just let yesterday go. Maybe Im being to nice.??? Not sure, but it sure felt different in there this morning.

Not trying to be funny or ugly...is there any Bipolar in his family?

Sir reel wrote:Not trying to be funny or ugly...is there any Bipolar in his family?

Dont know. BUt the episode yesterday was totally out of character for him!

When David Garvin started the company I work for today the motto was "No Unhappy Customer... Not Even One!" I'm old school... The customer is always right even if the customer is wrong...... When I worked CS in the call center I would listen to the customer and give them pretty much what they wanted. I think that keeps them coming back. We all can be "picky" because we are paying for services or goods.... My vote would be to find another dealer in your area..... Just my .02..

Reel Fun wrote:First of all..... I own a small auto repair shop in Tallahassee, here's my take. I have a few simple rules.........1- always "listen" to the customer, try to see things from there view. I can't freaking believe he said you were "too picky".....I just can't believe an owner of a business would say that to "any customer", especially a loyal/consistent customer. 2- we're all human, mistakes can and do happen. Always take the high road....... I've had to pay for damage to customer's cars that we may/may not have done. My thinking is the customer knows their car better that me......so they're probably right when they say.."this damage wasn't here when I droped the car off". I know for a FACT......I have retained several customers who have returned for service and they have told others about our honesty.....by taking this appproach. I have some rules but I won't go any further.......... If I were you............ I would pay up and move on, with out a doubt !!! I'm sure you can find someone that will appreciate you and your business. I've got several customers like you that say......"here's the key....fix it.....call me when it's ready", these folks get TOP PRIORITY status. That what you should be getting..............TOP PRIORITY.........

I disagree a little with you. I have had a service business for the last 20 years. Yes, the customer is always right , to a point....

In those 20 years, I have shown 2 customers to my door, and asked they never return, and have had one recently I told I would no longer do service work for. WHY?

I was treated with a TOTAL lack of respect by those 3 customers. I will work for you, but you WILL respect my knowledge and work. If you are not happy with it, I will correct the problem, BUT I will have your respect while doing it....

Thats the way I do business, and will never change......


Dubble

Dubble Trubble wrote:

Reel Fun wrote:First of all..... I own a small auto repair shop in Tallahassee, here's my take. I have a few simple rules.........1- always "listen" to the customer, try to see things from there view. I can't freaking believe he said you were "too picky".....I just can't believe an owner of a business would say that to "any customer", especially a loyal/consistent customer. 2- we're all human, mistakes can and do happen. Always take the high road....... I've had to pay for damage to customer's cars that we may/may not have done. My thinking is the customer knows their car better that me......so they're probably right when they say.."this damage wasn't here when I droped the car off". I know for a FACT......I have retained several customers who have returned for service and they have told others about our honesty.....by taking this appproach. I have some rules but I won't go any further.......... If I were you............ I would pay up and move on, with out a doubt !!! I'm sure you can find someone that will appreciate you and your business. I've got several customers like you that say......"here's the key....fix it.....call me when it's ready", these folks get TOP PRIORITY status. That what you should be getting..............TOP PRIORITY.........

I disagree a little with you. I have had a service business for the last 20 years. Yes, the customer is always right , to a point....

In those 20 years, I have shown 2 customers to my door, and asked they never return, and have had one recently I told I would no longer do service work for. WHY?

I was treated with a TOTAL lack of respect by those 3 customers. I will work for you, but you WILL respect my knowledge and work. If you are not happy with it, I will correct the problem, BUT I will have your respect while doing it....

Thats the way I do business, and will never change......


Dubble

I agree with both of you. I assure you I went in that shop yesterday with my hat in my hand. He even said that I didnt ask him about the damage in an accusatory manner. Even as mad as I was, I didnt act disrespectful. I agree , I can t stand it when a customer is an azz hole in my store and I have to kiss azz to make them happy. However, I enjoy it when I can diffuse a situation rather than lose a customer!!!

The customer is always right with in reason...I ran a gunsmithing shop in Alamaba for a few years and have seen both sides if the situation.I have had people bring a $35 RG revolver to have the yoke replaced and the part would cost me 20 dollars and and Id have 2 hrs labor in it.Id give them the bill and they would hit the roof and say the gun only cost $35 new.But I would be polite about and say we always have options...I own a few peice of crap guns because of this. But I could usually work something that made both of us happy.

I have have been through the lost part \ scratched gunstock a few times. A a couple of times it was for sure my fault and sometimes I am positive it was not of my doing.I always worked something out even if it cost me some time in labor or the price of a new part .I never had the nerve to tell a paying customer they were being picky.I sure as hell might tell one of my buddies how picky they were on a dove field or something, but I'd never tell a paying customer.

As far as rigging the boat that that you did not buy there ..A boat shop should not care where you bought the boat.I say you get your mavrick back and pay him for what he did and ask one of your buddies to recomend a good boat shop...You are a paying customer and deserved to be treated like one ..It is not like you are asking the guy to do it for free..If you continue to go back to him you will get burnt again..

In my area of sales and Creech can back me up on this as we have worked for the exact same people, that after awhile some customers become good friends and that tends to lend itself to the thinking of "well he's a buddy of mine and he won't mind if I stick to him on just this one thing" or you get too comfortable in the relationship and start treating them too much like friends and tell them how you really feel as happened here. I have quite a few customers that are good friends of mine but I also know that from time to time you have to forget that your friend is being an a-hole and diffuse it before somebody gets their feelings hurt or a damaged business relationship happens. If a situation can be resolved amicably then that is the way to go but sometimes its a dollar short and a day late.

Reel Cowboy wrote:In my area of sales and Creech can back me up on this as we have worked for the exact same people, that after awhile some customers become good friends and that tends to lend itself to the thinking of "well he's a buddy of mine and he won't mind if I stick to him on just this one thing" or you get too comfortable in the relationship and start treating them too much like friends and tell them how you really feel as happened here. I have quite a few customers that are good friends of mine but I also know that from time to time you have to forget that your friend is being an a-hole and diffuse it before somebody gets their feelings hurt or a damaged business relationship happens. If a situation can be resolved amicably then that is the way to go but sometimes its a dollar short and a day late.

Is that how you keep that sweet wife of yours around????