CUSTOMER

Job #1 at this Ford dealership? Customer service

What can be worse than needing car repairs? Perhaps relying on a high overhead dealer repair shop to get it done. But Amy Pollick took a chance.

She recently drove her way-out-of-warranty 2009 Ford Focus to her local Ford dealer in Decatur, Ala., and it paid off in a big way. The AC compressor they’d put in — over two years ago — was gone.
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The high cost of great customer service

Nikkytok/Shutterstock
Nikkytok/Shutterstock
The basics of good customer service, like courtesy and attentiveness, may be free. But great service? That’s expensive.

Consider what happened to Virginia Bibliowicz’ father, who rented a car from Budget recently. Shortly after he picked up the vehicle in Knoxville, Tenn., he suffered a heart attack and died.

“When my sister and her husband returned the car later, Budget refused to let them pay the charges,” she says. “I think Budget and this rep should be commended, and they will certainly always have our business.”
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