Driving down the Interstate, I take a small rock to the windshield. Not enough to do damage to my car, but enough to make a nice crack. So, I visit a local branch of Satellite Auto Glass in Indianapolis to see about getting my windshield fixed. At my appointment (which I was able to make online on a very nice website), I waited only to be told that they would have to order my windshield from the manufacturer, which would take a few days — and I would need another appointment.
(Why couldn’t they have told me that when I made the initial appointment and informed them of the make and model of my car — and before I had to take the time and go in for the appointment? Don’t they track inventory?)
Could it be that it’s because they have a centralized telephone operation that then has to call the local branch and pass along the information? I don’t know…but I wonder. They answer the phone, put the customer on hold, call the local branch, make the customer wait, come back on line and try to translate for the customer what the local branch has told them.
Today, I was supposed to receive a call that would tell me how much the windshield replacement would be. Didn’t get the call. I call them late this afternoon…am placed on hold for EIGHT MINUTES while the central operator calls the local office to get the info and then returns to me to tell me simply the price. She didn’t ask if I would like an appointment time…didn’t ask if there was anything else they could do…just price and “thanks for calling.”
I’m sure that a central calling operation is easier to supervise…cuts costs…makes things more “measurable” for management…and makes customers less than excited about the relationship. Which, of course, over a period of time loses business, reduces revenues and makes things much simpler for management. It’s pretty easy to turn out the lights and lock the doors. I’m gonna get my glass fixed somewhere else…
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