I Fired A Customer!

Posted by Gem on 10th April 2024

In the intricate dance of automotive care, where expertise meets expectation, we at Car Friend recently navigated through waters that tested our very ethos.

I’m here to share a tale not of everyday business but of conviction, integrity, and the essence of ethical service.

It’s a story that, while unique, reveals much about the core of who we are and the lengths we’ll go to stand by our values.

It’s the day we made a tough but necessary decision: we fired a customer.

The Challenge Emerges

Our story begins with Customer X, whose journey with us took an unexpected detour, courtesy of their Advocate. Armed with online prices and a stark misunderstanding of our value, the Advocate challenged the cost of a part—a part that our skilled technicians and experienced office team had carefully Diagnosed advised, selected and competitively priced.

The dispute? A simple component, found cheaper online by the Advocate, sparked a debate over pricing and value.

The Heat of the Moment

The Advocate’s accusations of overcharging were steeped in a lack of understanding—a misconception about what Car Friend truly represents. Beyond the numbers lies our commitment: a skilled workforce, unparalleled service, and a wealth of knowledge. Yet, despite our best efforts to explain, to demonstrate our transparency, the Advocate remained unmoved, determined to paint us as the antagonist in this unfolding drama.

As the situation escalated, doubts were cast not just on the transaction but on our integrity. The Advocate demanded a review of the service advisor’s work, suggesting disciplinary action—a suggestion that struck at the heart of our team spirit and ethos.

Our Stance

Driven by a need to uncover the truth, I delved into the details. To my relief, and as I had trusted, our team had acted impeccably, with Customer X’s approval obtained online before we proceeded with the work. Our team’s dedication shone through; they had even worked out of hours, a testament to our commitment to going above and beyond for our customers.

The realisation was profound: the Advocate’s disregard for our values was clear. It was not just a misunderstanding but a challenge to the very principles we stand by. And so, with a heavy heart but unwavering conviction, I made the decision to part ways with the customer and their Advocate.

The Resolution

Our decision to sever ties was made with respect—for our standards, for the trust our existing customers place in us, and for the quality of service we vow to provide. It was a decision rooted not in bitterness but in a firm belief in our ethos. We assured Customer X of our continued support for the work we had done, honouring all warranties and commitments, yet closing the door to future transactions.

Addressing Your Potential Questions

This story, while rare, might raise questions about how we manage disputes, our approach to pricing, and our commitment to your satisfaction:

• Our Commitment: Disputes like this are incredibly rare. Our ethos of open, honest communication and treating every customer with respect is reflected in our positive reviews and testimonials.
• Pricing and Transparency: We pride ourselves on our transparency and fairness. All services are quoted in advance with online approval to ensure clarity and understanding.
• The Ethos of Car Friend: Our guiding principles of honesty, integrity, and excellence remain steadfast, shaping every interaction and service we provide.
• Your Feedback: Your thoughts and feedback are invaluable. Please feel free to share your experiences with us directly at [email protected]. I promise to review and respond to your insights personally.
• Our Guarantees: Rest assured, our work comes with comprehensive warranties and guarantees, underscored by our adherence to the Motor Ombudsman’s strict code of conduct.

Reflecting on Our Journey Together

This episode, while challenging, underscores our unwavering commitment to integrity, the trust you place in us, and the dedication to providing a service where expertise, respect, and friendship are paramount.

Thank you to our existing customers for being part of our journey, for your understanding, and for the continued trust you place in Car Friend.

Here’s to the many more miles of shared roads, stories, and successes we look forward to experiencing together.

Warmest regards,

Gem x