Customer Service Done Right!

Whenever a dealer or shop messes up, they should not only correct their mistake but also give the customer an appropriate amount of value added the their loss of time. I appreciate BMW for going beyond my expectations when fixing their mistake! Find out what happened down below!

I understand that shops have lots of cars come in and out everyday and that it's inevitable for mistakes to happen. All I personally would like is for them to fix the issue and perhaps throw in something extra without the customer having to ask. Long story short, BMW forgot to put back my two tire caps on the front wheels. I called in and they said they would take care of me no problem. I was expecting them to fish out some random caps laying about the shop and slap them onto my car. I figured it was just a cap, so not a big deal. When I got in, the customer service was fantastic. They told me I would get a brand new set of tire caps from the store. They asked what style I would like. They normally had the ones with the M logo or the BMW logo on them, but on this particular day they ran out of the M labelled ones. I was more than happy to go home with a brand new set of BMW tire caps. Yes, I understand that I had to take extra time out of my day to go get it fixed but at least BMW tried their best to fix the problem and also to keep me happy.

I think that there's a part to be played on the customer's side and also on the dealer's side in situations like this. The customer has to understand that the shop most likely didn't intentionally try and make a mistake on his/her car. I think there has to be a certain amount of empathy and time for them to remedy the mistake. On the other hand, the shop should fix the problem without cost to the owner and also put in some extra value to show that they are trying their best as well.

There's plenty of other times where I had issues but that's a story for another time.