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We had an appointment for repair work on Jan 12, but when I called to confirm that on the 7th, I was told they did not have the parts yet and it would take 2 weeks to get them. So we rescheduled for drop off on Jan 23, with work beginning on Jan 26. I confirmed the second appointment with Zack on the phone 2 days beforehand.
When I arrived at the shop this morning, Steve said they didn't have the parts and didn't understand why I was there. He complained about the State Farm estimate calling for after market parts and not paying for new parts. He has had the insurance estimate for 2 months, and this was a known issue. No one ever called me for a discussion of what I was willing to pay for out of pocket or whether new vs used parts were a deal breaker for me. Classic Coachworks just let the problem fester and then Steve had a temper tantrum when I showed up for a scheduled and confirmed appointment. I warned him that he was about to lose a customer of many, many years, and he sent me away.
A little bit of communication goes a long way, and this is a lesson that Steve desperately needs!