I have been a loyal customer for years. I think this is an ethical family run business. They have always done me right in regards to my jeep. That being said. The customer facing staff that 4 years ago would be a 15 on a scale of 10. Now is less that adequate. They need to focus on customer. Service!
I respect your anonymity greatly and appreciate you letting me know how you see things. I'd love to say your comments were not deserved yet that is not true. I would also love to blame it all on the customer facing staff member that was dismissed yesterday however that is not fair either. I take responsibility and commit to regain your trust. The good news is that we have recruited another terrific staff member who has a proven record of a servant's heart with accountability. He formerly worked with a friend's business in Texas and very recently moved back here to be with family as North Carolina is "home" for him. He starts this coming week. We are so thankful he's joining us. More such team members are coming.These people have the customer's interest "front and center". What you state as your experience is taken seriously and is an unacceptable performance on our part. Please accept my apologies for such an under performance. Please also understand my humble appreciation of your business and letting me know how we were headed. It would have been so easy for you to just say nothing and take your business elsewhere. Instead you chose to help me and hopefully some day I will be able to thank you in person. I want you to know also that we tried everything possible to first coach and develop the person that was removed from our team. We made every effort to get them corrected as we knew they had children and family members depending on them. We took too long simply trying to be human and care for this employee yet people like you were not given what you fairly deserve. Please know the lesson learned was valuable for me. Such performance will not be allowed. Now.....I get it one new person will not fix it all. It's never that easy. The things we are doing to better develop and change out those who "can't change" are very substantial. We know what an opportunity we have to restore and continue providing you with the highest level of professionalism..............the level which everyone deserves. You my friend are helping us get there and stay there. Again thank you. Further I want to share that the backbone of our business is still in place and has remained in place. The people "behind the scenes" never EVER intended for the public to accept or tolerate a less than stellar experience from our company. We have some terrific people on our team and we will get them much more out front. New staff members have been sought out with a HUGE emphasis on their leadership and customer service focus. Thank you, John Hill
- Jeep Guys