The first sign that a company is struggling with service issues is when you see a survey from them entitled “How’s our service?” At least that was my recent experience with a prominent Mississauga dealership.
I trade cars a lot and I’ve always been partial to sport cars and European styling. Now that my young family and mini-van days are behind me, I’ve spoiled myself over the last few years and currently own a BMW hardtop convertible. I tend to buy used and off season, so that I can experiment without taking too big a hit on depreciation.
Anyway, with this car you just need to change the oil once a year, although I’m not sure why. I put it in for that annual service recently and they said I was also due for their 100 point check. I asked the cost and at a $133, I said go ahead. Other than a service last year, I haven’t put a dime in the car since I bought it last February, so I expected they would find something. I was surprised when it got a clean bill of health.
I bought the car last year from a dealer in Hamilton. It was a big price advantage to buy a BMW at a Toyota dealer, as they don’t know the car and typically move them at a better price. As a matter of fact, when they showed me the car they didn’t know how to start it or operate the roof. The initial service was a precautionary measure and I was charged just under $150 at the Mississauga dealership in question.
Fast forward to present day. I went in to pick up my car and in addition to the $133 they quoted for the 100 point check, the same oil change was $200 this time. I politely asked why it was different. The service gal had no answer. I asked “if it wasn’t too much bother to bring up the bill from last time, I would like to see if my memory was correct”. It was but instead of acknowledging a possible error she proceeded to say that last time was less expensive because it was a low mileage oil service. When I asked the difference between a low mileage service and a high mileage service she nervously directed me to who she introduced as the service manager at a nearby desk.
I got a similar skating exercise with the person I was directed to and decided to leave it be. When I got back to the office I had an e-mail asking me to complete a customer satisfaction survey from the same dealership. I couldn’t resist. After a couple of emails with more awkward stick handling on their end, the chap stated, “I’m a service advisor not a service manager, I have no power to address your complaint and I just want you to respond to how I performed as a service advisor.”
I sent back a quick note saying that he was certainly very nice and asked him for the service manager’s name and a breakout of how the 100 point check was uniquely different than the oil service check and why the charge was significantly higher than last time. I haven’t heard from the dealer since, except for another request to fill out their survey.
My long winded story has a point. We started developing marketing for a growing transportation provider recently. As a part of their growing pains, they have discovered some cracks in their customer service such that they were immediately losing several new customers that sales had brought on.
As long as I have been serving the transportation industry, this has been the main sore point between operations and sales. It continues today, to the point that the some senior sales people I know tend to babysit their new accounts through the initial start up phase to keep a screw up from happening. From an operations standpoint, the feeling may be that the sales person has over promised what can be done as part of their standard process, from a sales perspective, the sales person promises what they need to, to win the day…so the historic feud continues.
We all know that how you handle a complaint is critical to maintaining a customer relationship. I’ve certainly made my share of mistakes over the years that have cost me business. It took me a while to learn that it’s never about being right or wrong. It’s all about communicating that you care what your customer thinks and showing that concern in person where possible. E-mail is great for documenting but may be the worst way to resolve a service complaint.
At the end of the day, the BMW service advisor was more concerned about how he looked in the survey than resolving my concerns or protecting the reputation of the dealership. They have a service process in place but have missed some critical steps along the way.
The transportation company I mentioned thinks better communication and training is the answer to improved customer service. It’s certainly a big part of it. Getting across the point that real success is a team effort, not how successfully you divert blows as an individual or point fingers as a manager… now that’s the ticket!
Lee’s quote for the day
“I have a tendency towards getting defensive and taking things personal when I feel the quality of my work or ethics are being questioned. It’s a hard habit to break but I know it’s the wrong approach and something I need to keep working on. I might install a reset switch when brain surgery becomes more affordable.”
I have always been a creative person. The thrill to create a concept, present an idea or offer a solution is what I have done for most of my career. Sales and Marketing has always been my forte, perhaps for my love of meeting new people, good listening skills and positive energy has brought me much success.
It has now been over 15 years that I have worked in the corporate world and have been exposed to so many different business verticals. As a consultant with the Hotel industry, I did extensive internet market research, print ads and successfully converted them to an online printing service. While working with a 3D software company, I was exposed to the power of technology and how huge media effects business everyday. My recent introduction to the entertainment industry has brought me production and story building experience and has got my mind racing. Lastly, I was the owner and creator of in a box gift company and serviced corporate clients with awards and employee recognition programs.
I love my job, our clients and being part of a fun and creative team!
I’ve always been interested in the environment; weather, animals, the science behind things, pretty much everything that makes up our planet. I always thought storm chasers had the best job! I’ve also been fortunate to have travelled to over 20 different countries, with many unique experiences.
Acadia University had a solid Environmental Science program, so I went there for my B.Sc. Afterwards, I got involved in helping long haul trucking companies reduce their fuel consumption and costs, continued with insurance in the transportation industry and now onto marketing.
I joined Palmer Marketing at the beginning of 2019, excited to help the company continue to grow. With a rich background in the transportation industry and several years of experience developing strong relationships with customers, it was a slam dunk decision.
I look forward to continuing my career here at PM!
I started Palmer Marketing at age 34 in January of 1988. I had 2 kids in diapers and a crazy idea about running my own company. I came from an entrepreneurial family and had no good reason to believe it wasn’t possible and as it happens, it was.
As I approach retirement age, I have a pretty good grasp of marketing especially within the transportation industry. Over the last few years I have released 4 music albums of original material. The success I had in business helped me fulfill this childhood dream.
We have an eclectic young crew, all with talent well developed beyond what I started with. Still, if you have desire and stick with it, cool things can happen. I very much enjoy the strategy and set-up of a marketing initiative. Seeing ideas in their infancy blossom to well thought out and executed completion is still as rewarding as ever. Who knows, maybe I’ll hang in here a little longer!
I’m definitely a country girl. I didn’t grow up in an actual town, village or hamlet. It was more like the middle of somewhere along Highway 28, surrounded by trees. Many thanks goes to my high school art teacher, Mr. Edwards, for inspiring me to choose this career path. With the realization that I actually could create art for a living, college lured me away from country life to the big city. Kitchener, to be exact, to study Graphic Design & Advertising at Conestoga College. Talk about beginning an adventure and a culture shock! Not staring at people with purple, green or some other wildly coloured hair was a bit of a challenge. City buses (lol thinking back), who knew they only stopped on the same side of the street as the bus stop sign!? Lesson learnt.
You never know unless you try, in my opinion, is a theory to live by. I love learning new things. I love finding solutions. I don’t like to say I can’t do something. I’d rather spend time figuring it out than giving up.
When asked what I do for a living some people just don’t understand when I say I’m a graphic designer. I think I may start telling them I take an idea, combine some letters, some pictures, undos, redos, move it left, right, up down, make it bigger, smaller, a different colour, centre it, no right justify it, make a few more tweaks and adjust it until it’s perfect! The pride and reward of seeing your idea come to life in this career are fascinating. Working in various industries has put my design skills to the test. Barbecue manufactures, storage solutions, beverages and snack foods all have their unique challenges. I even had my own little sign business for a while.
How did I end up here? Well, one day I happened to be searching the internet for my next graphic design adventure destination and up popped Palmer Marketing. Strangely enough the small town that was close by where I grew up was called Palmer Rapids. Hmm, coincidence or fate? I clicked the link and discovered a fun looking, talented, friendly bunch of people. The best part, these people do what I love to do in yet another industry providing a new set of unique challenges. I think it might have been fate or maybe it was applying my, you never know unless you try theory. I contacted PM and here I am taking an idea, moving it left, right, up down, making it, bigger, smaller, different colours, combining it with letters and pictures until it’s perfect and loving every minute.
Life’s adventures are all around us, you just have to grab onto them. While my city life certainly has it’s advantages, adventures and opportunities I’ll always be a country girl. There’s nothing quite like getting out on the four wheeler to travel some back country trails only to find yourself ripping through a glorious mud bog. Who can resist the quiet calm of a summer night by the bon fire that’s only interrupted periodically by the addition of More Gas causing massive flames! Or the delightful bragging rights when I catch a bigger bass than my husband. Oh don’t laugh too hard, he’s one up on me now with a bigger deer. Maybe next year I’ll settle the score or raise the bar a little higher. When snowmobile season is just around the corner, you can bet I keep an eye to the sky for those heavenly flakes of snow to come pelting down.
I love my work like I love summer. Why not? Summer is when I get to play my favorite sport—golf! Playing artist is a lot like playing golf. You need to be calm and cool under pressure if you ever hope to keep the ball in play; that’s rare for an artist. My best shots happen when I talk less and concentrate more; that’s not so rare for an artist.
I’m not worried about under-clubbing or over-clubbing. Not clubbing at all is what I fear most. Life or work, I’m the kind of person who throws everything I have at it, I was raised to dedicate myself to whatever I’m doing. You can have no complaints in life, so long as you take a swing. Sure, I may never be a great public speaker but, like mom said, it’s my creativity, originality, and resourcefulness that are my “gears”. LOL.
Golf has its bad days but not work. I know which clubs to bring to work. I always have my three favourites—flexibility, honesty, and sensibility. With these clubs, I’ll play a hard game with coworkers. I can even get a bit naughty. Cutting-edge design needs naughty. Proper people don’t break rules.
I design like there’s nothing but fairway. No roughs. No hazards… it’s all wide-open. When I nail that perfect shot, 300 yards of pure customer satisfaction, it’s like everyday is Friday. My feet and hands get itchy; I can’t wait to tee off. Best of all, there’s no winter on this course. Here at Palmer, it’s always summer.
I’ll always remember what my dad said to me —“If you want something you’ve never had before, try to do something you’ve never done before”.
I am the 8th of 9 children raised in Essex County outside of Windsor, Ontario. We lived on a gravel road, no sidewalks and our greatest adventures were in our own backyard. I still have friends I made in grade 1 and continue to stay in touch today. After graduating from the University of Windsor with a Bachelor of Commerce degree, I moved to the big city of Toronto and have worked most of my career in the printing industry. I got to know the folks at Palmer Marketing as a key supplier to them for over a decade.
I joined the PM team in early 2012 and I’ve learned a lot about the creative process and what makes it work. My administrative and management history helps keep things flowing and my extensive print background has proved very useful here…
To say the apple doesn’t fall far from the tree would be an understatement in my family; at least when it comes to picking a career path. There isn’t a person in my immediate family that hasn’t at some point or another worked in the IT field. I guess there’s something in our DNA that pulls us towards computers.
When I’m not battling my way through heaps of code I spend the majority of my down time exploring other creative endeavours. Playing and learning music has hobby of mine since high school, and I always jump at the chance to get some jam time in with friends and family.
//work motto
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