Way back, like a month or two ago, I received this assignment from an insurance company. I will receive an assignment when a customer files a claim with their insurance company, then either the customer or the insurance company picks a repair shop and then the insurance company sends that shop all the important information regarding the claim. For example, it will come with the name of the insurance company, the claim number and the name and number of the adjuster who is handling the claim, along with all the customers info and how to contact the customer. It will also have the vehicle information along with the details of the claim. So then I call the customer when I receive the assignment and get them scheduled in for an estimate.
So I call this customer, I won’t say anything about her except that she is a women. Just to start, we have issues with men as well. This first story just happens to be about a women. So I call her and we decide on a good day and time for her to come in for an estimate. She comes and is one of the more pleasant customers that we get. We actually don’t get many rude customers because we try to do what ever we can to make this experience as easier as possible for them. So she comes in and is very nice, the estimator writes up her estimate while she’s waiting and her and I are just talking about silly things. The estimator gets done and starts to tell her about the damage to her vehicle. He tells her that the worst case scenario for days to repair will be a full two working weeks, so pretty much ten days but we will try to get it done before that. She says she needs to think on what she is going to do because she does not have rental coverage on her policy and needs to figure out what she can do about getting a car. She says that she will call us once she figures that out.
A couple days go by and she calls and asks me to giver her the numbers to the local car rental places that are near here so she can figure out who will give her the cheapest price. She then asks me again on how long the repairs will take, I tell her again that more than likely it will be about two weeks but we will try our hardest to be done sooner. She says OK and will call us back. A couple days later she calls back to say that she has figured out the rental but is stressing also about her deductible amount, which is $1000. She asks us if we can help her out with that. I tell her we cannot waive her deductible for her. That’s up to the insurance, if she is responsible for it, she needs to pay us the full amount. Since the accident was her fault her insurance will not be waiving her deductible. She says she will call us back to let us know when she can drop off.
A whole week goes by and on a Thursday she calls to set up her drop off appointment for the following Monday. That way the vehicle won’t sit here over the weekend not being worked on since we don’t work Saturday or Sunday. Monday comes and she drops off her vehicle. I do need to say that during this whole process she is still being extremely nice and we are as well. She has made no indication that she is upset with us in the least. So she drops off and we drive her down to the rental car place so she can pick up her car. The next day, our manager decides to bump up her vehicle in the line of progress. He wants to have it completed this week so she doesn’t have to pay for a rental for a second week. So we put her vehicle ahead of other vehicles and get hers done by Friday. 5 days total. We have given her updates throughout the week letting her know that her vehicles progress is coming faster than we thought. I call her on Friday to tell her that her vehicle is complete and she can come at anytime before we close to pick it up. She is so happy.
She gets to the shop around 4pm after having dropped her rental off at the rental shop. My manager explains to her that we bumped her car ahead in the line to get it fixed for by today so she wouldn’t have to pay for the rental any longer. She expresses her gratitude over and over. I then tell her that she will be receiving a survey and hopes she lets us know how happy she was. She says she’ll take the survey. After she pays her deductible and signs the paperwork we had her the keys and she leaves. Yea, another satisfied customer…until we receive her survey.
Our survey is ten questions long, most questions are on a scale of 1-10, 10 being the most happy, a couple are yes and no questions. For example, we ask “on a scale of 1-10, how would you rate the quality of repair?” ” was it necessary to bring your vehicle back for repairs?” and so on. She answered mostly 9s or 10s and said yes in the positive. However, she gave us two terrible remarks on two questions that brought our score down tremendously. She gave us a 6 on the quality of repair and 6 on if she would recommend us to friends and family. We were shocked. My manager called her to ask her what she thought was bad about the repair job and if she wanted to bring it back to us to fix. She told that the repairs were great and everything that we did was awesome. My manager asked her then why she gave us such a low number on the repairs and why she wouldn’t recommend us in the future. She said flat out, and I’m not joking here because I was listening to the conversation, she said that she gave us that low number because of the emotional distress she had to go through with this accident. What?!?
My manager said that he was sorry for all that and then they hung up. We can’t fix that. How do you fix that? How crazy are people sometimes to actually do that and admit it? Oh boy. Let’s just hope that she decides to go to another shop next time because you can’t fix crazy.
OK, gotta go now, hope you enjoyed that antidote, another crazy customer coming soon
Side note: I was looking for a photo booth rental in Ann Arbor last week and I found one that had a kick butt green screen effect that made it look like I was in Jay Leno’s garage. I had a dozen awesome cars behind me, very cool. I will have to download the photo so I can share it with you guys on my next post.