Complaining

[uwillbe]

Its just my 2 cents worth but...

There seems to be a lot of people on these forums complaining about one shop or another, some justified and some probably not. I have worked in motorcycle shops for a long time, and in my experience people are quick to complain and slow to compliment. Everyone should keep in mind that most of the pepole you deal with at these bike shops are riders just like you, and are working there because they want to be around bikes and motorcyclists. There is a misconception that people in the bike industry are making lots of money. Believe me that is not the case, neither the staff or the owners are getitng rich. Most are doing it because they are enthusiasts! No shop will keep 100% of their customers happy 100% of the time. As such there is no point complaining that a harley dealer doesnt have what you consider "real" motorcycle stuff or that your local suzuki shop cant service your guzzi. These shops are able to provide a much better service focusing on doing one thing well than trying to be all things to all people.

Sometimes complaints are nessecery, but next time you are about to make one try and remember the last time you thanked them for all the things they had done right!

Some things to remember:

1: If you are told "we cant fix you bike for 3 weeks", its because a lot of other people were more organised than you. If they do your bike straight away it means 3 weeks worth of customers will be delayed.

2: You may be able to mail order a part from an overseas dealer quicker than your local dealer can get it. Your local dealers HAVE to order parts through the NZ importer. They are not trying to be difficult, support them or you will eventually have to mail order all your parts!

3: Ive never typed this much in my life. The end.:Playnice:

[crazybigal]

well said, i think its human nature for us to remember the bad and not the good. its like that in any industry.
But regarding the parts isue i dont give a toss about you having to order from the overpriced importer, the retailers should lean on their supplier more to get better prices. HD would have to be one of the worst, with having to order with the Australian orders.
If the honda dealers go out of business because eveyone is importing their own stuff then the likes of Bluewing will find it hard to stay in business! shooting ones self in the foot??? bite the hand that feeds?? and all that.
Someone in the parts game is making too much money!! and its not the dealers!!


2: You may be able to mail order a part from an overseas dealer quicker than your local dealer can get it. Your local dealers HAVE to order parts through the NZ importer. They are not trying to be difficult, support them or you will eventually have to mail order all your parts!

:

[MIXONE]

I'm a firm believer in both bouquets and brickbats.My bike was last serviced by TSS and they did a great job.On time and on budget.I thanked them for the good work as well as paying promptly.

[uwillbe]

Agreed. although in my experience hd service parts tend to be cheaper than anything european and even some jap stuff. Anything shiny will be expensive but motor parts were usually pretty good!

[crazybigal]

sounds like buell have the best parts prices! i was amazed how cheap a set of smoke coloured indicators were, 1/3 the price of junk suzi ones.


Agreed. although in my experience hd service parts tend to be cheaper than anything european and even some jap stuff. Anything shiny will be expensive but motor parts were usually pretty good!

[avgas]

i completely agree with ya mate. but dont worry its one of those things where ya cant see it from the outside.
Until people have to do the work themselves it all seems a piece of piss in their mind.
No one is out to rip anyone off these days when it comes to bikes. Yet the customer consistently screws the industry. If your worrying about $100 extra when you buy the bike then how can you be expected to pay the $300+ for a full service????
Stop whining, bite ya bloody lip, and keep cash circulating in the industry.

[crazybigal]

i dont think people are moaning about the cost of service, after all those of us in other trades charge our services at what we think are good prices to.
So i dont think thats the point.
what i hate is the price of parts over the counter.


i completely agree with ya mate. but dont worry its one of those things where ya cant see it from the outside.
Until people have to do the work themselves it all seems a piece of piss in their mind.
No one is out to rip anyone off these days when it comes to bikes. Yet the customer consistently screws the industry. If your worrying about $100 extra when you buy the bike then how can you be expected to pay the $300+ for a full service????
Stop whining, bite ya bloody lip, and keep cash circulating in the industry.

[Headbanger]

compliment?

The ultimate compliment a shop, any shop can have from me, is my money, and to have me return to give them more money.

If this fails to happen, then its their fault, They failed to do their job to a standard that is worthy of my time and money. Its not like I'm looking for reasons to get pissed off, I want the shop to have my money, that's why I'm there in the first place.

[Matt Bleck]

I always make I point of complimenting when they do a good job.

[BIHB@0610]

My 2c worth:

1) Most people who are dissatisfied will not complain - they will just walk. You won't know about them until you look at the quarterly report.

2) Therefore, embrace complaints as an opportunity to examine your service - if it's fine, you've got nothing to worry about. If it's not, they've done you a service by pointing out something that might be costing you other customers.

3) If they do complain and it's unjustified do you really want them as customers anyway?

4) To anyone who is involved in customer service, hats off to you. I generally get great service wherever I go and am always quick to say thanks :2thumbsup

[pritch]

We do get the odd disgruntled type.

If you ever read all the posts though you'll see that from time to time the dealers have been well represented hereabout...

[jimbo600]

I've found that all shops in Wellywood give great service. Special note should go to Wellington M/Cs who have had to put up with my unreasonable bleating about warranty etc. A good bunch of lads there, make good coffee too. Motomart also a top shop, as is TSS. I just wish I had enough money to buy a bike from each.

[Swoop]

This is coming from someone who praises work when finished and votes with their feet/wallet when not up to scratch.
I have been known to take a box of scorched almonds to the workshop staff to share around at smoko, as gratitude.
I pay my bill and do not have to be chased for payment.


1: If you are told "we cant fix you bike for 3 weeks", its because a lot of other people were more organised than you.
So those "other" bikers "planned" their breakdown? How very efficient of them.

The ultimate compliment a shop, any shop can have from me, is my money, and to have me return to give them more money.

If this fails to happen, then its their fault, They failed to do their job to a standard that is worthy of my time and money. Its not like I'm looking for reasons to get pissed off, I want the shop to have my money, that's why I'm there in the first place.
Well said. Bling to you!

[PrincessBandit]

There are different ways of "complaining", depending on your attitude. I used to hate dealing with irate aggressive customers when I worked in retail, light years ago. People who had a "complaint" but who approached in a reasonable manner were always much easier to be pleasant and helpful to.
Having said that I agree also with Planna and Headbanger - complaints can be a useful monitoring tool, and when happy with the service of a particular place I make a point of going back again, even sometimes at the expense of perhaps getting stuff slightly cheaper elsewhere. Customer service really does count!

[uwillbe]

My 2c worth:

1) Most people who are dissatisfied will not complain - they will just walk. You won't know about them until you look at the quarterly report.

2) Therefore, embrace complaints as an opportunity to examine your service - if it's fine, you've got nothing to worry about. If it's not, they've done you a service by pointing out something that might be costing you other customers.

:2thumbsup

Sorry i wasnt very clear. I have no problem with people complaing to me directly. It was more an issue with people complaining about bike shops on these forums.(like i am about this!:rolleyes:) Im sure a lot of it is justified but its hard to know.

[uwillbe]

So those "other" bikers "planned" their breakdown? How very efficient of them.

Depending on the shop (brands, location), most work is booked servicing, repairs, insurance work, etc with some time (the tricky bit) set aside for urgent repairs. On the upside if a shop is booked out for several weeks ahead it is probably safe to assume they have a really good service dept.

[Tank]

Im one of those who is happy to complain. however - when I get good service I often put a lot of effort to get name, and call the manager / owner the day after to compliment the staff member concerned. If I go back for good customer service (anywhere not just a bike shop) - I want the owners to be aware of who the guy is that one my business and that it is acknowledged for him / her.


But the other point is a separate issue (One I have raised myself before) -
2: You may be able to mail order a part from an overseas dealer quicker than your local dealer can get it. Your local dealers HAVE to order parts through the NZ importer. They are not trying to be difficult, support them or you will eventually have to mail order all your parts!


Now when Im looking for aftermarket parts - I dont even call my local dealers - I shop overseas.

Better range, far better prices delivered to my door, and often better service (esp. from the US).


Thats not a complaint, its simple economics. Regardless of how nice the sales guy is - if Im paying a 100% premium to buy local - then the overall experience is not good customer service.

I raised this with Suzuki head office and they just blew me off (rudely I thought) and Im hoping to mention it to some of them this weekend at the Boulevard Rally meeting at Suzuki HQ Saturday. Who knows - if people complain (in a nice manner) then they will see they are doing something wrong and loosing customers - they may do something to fix the problem.

[nonferrous]

[QUOTE=uwillbe;1532330]Its just my 2 cents worth but...

There seems to be a lot of people on these forums complaining
.. blah blah

this forum enables us to Name & Shame those operators (bike shops) engaged in serious / almost criminal behavior ripping ppl off - the problem is they don't even realise know that they are doing it

[AllanB]

I took a dozen of Tui's finest to Casbolts after they were down a man in the workshop and busy but fitted in my Hornets first service (and I didn't buy it from them!).

I agree with the chap who said lean on the importers for parts and spares, its a global market now with the internet and people will shop around.

[Headbanger]

On the upside if a shop is booked out for several weeks ahead it is probably safe to assume they have a really good service dept.

I'd suggest they were under staffed and providing poor service.....:shit:

[EJT]

I am quick to praise service where given

http://www.kiwibiker.co.nz/forums/showthread.php?t=68999

But if I get crap service I do as most do and go somewhere else. Any shop that makes me feel welcome will get my business - simple as that. Even if I don't get the best deal.

[Mike748]

I will always vote with my money, good service I will reward with prompt payment and repeat business, simple as that.

Just got my bike back from Haldanes and they have done a great job. In particular the service and clutch work has turned it into a new bike again. Thanks guys, wish I'd given it to you sooner!:2thumbsup

[Rogue]

But the other point is a separate issue (One I have raised myself before) -

Now when Im looking for aftermarket parts - I dont even call my local dealers - I shop overseas.

Better range, far better prices delivered to my door, and often better service (esp. from the US).


Thats not a complaint, its simple economics. Regardless of how nice the sales guy is - if Im paying a 100% premium to buy local - then the overall experience is not good customer service.

I do the same

[Sparky Bills]

Its all been said before.
Thats not a complaint..... Its just a fact :whistle:

[cowboyz]

I go to work to do a job. I am good at my job and I get paid to do the job well. I dont expect anyone to come round praising me to do what I am being paid to do. However, if I do fuckup I expect to be brought to task on it - as I do.

And I dont get anywhere near the $70 per hour that bike shops are charging.

If I do the work myself and fuck it up and it ends up costs me more to fix it then that is fine. A pissoff but fine. If a mate is working on my bike for nothing and fuck it up then fine. Not really fair to take someone to task for doing you a favour.

However, if I are paying for a job to be done then I expect it to be done well. I dont see they need to be held up and praised for doing what they are being paid to do. And at the price they charge, they should damn well be good at it too.
Well at least learn how to put brake pads in the right way round...........


Oh, in saying that I was also going to remember an old saying I picked up years ago. No credit cause I dont remember where I got it from:

Good,fast,cheap........... pick any 2.

[Ixion]

Oddly, I have never had any complaint whatsoever about any bike shop for doing work on my bike.

[XP@]

When I get my bike back from a service I expect it to be in a safe condition so when:
* the rear tyre are 40+ psi instead of 29
* The oil filter is not on properly
* sharp metal shards sticking out of the brake pedal (from a little slide)
* Tyres as 18psi instead of 29psi
* problems they say they have been fixed are not, and have not been tested.

Oh, and taking 3+ months to get parts from honda, now how do i get a wof without a wing miror???

[homer]

compliment?

The ultimate compliment a shop, any shop can have from me, is my money, and to have me return to give them more money.

If this fails to happen, then its their fault, They failed to do their job to a standard that is worthy of my time and money. Its not like I'm looking for reasons to get pissed off, I want the shop to have my money, that's why I'm there in the first place.

totally agree with that ,
good if you get crdit there though

[LilSel]

:whocares:I've moaned about bike shops... I've also praised bike shops...
cuts both ways :)

[Hitcher]

People generally complain about sub-optimal service for good reason. Retailers can feel miffed and try to offer an alternative reality as a defence, but word of mouth is a powerful communications tool. A pissed off customer is like the proverbial woman scorned.

Motorcycle shops can generally be categorised as being owned and operated by people who love motorcycles. These folk often know little about managing customer expectations and doubly damn themselves by operating in a low margins industry where monkeys are rewarded with peanuts.

Fortunately there are some refreshing exceptions where the proprietors and their staff understand what's involved in providing good customer service. I wish them every success.

[ynot slow]

Both my bosses(one for 18yr and last for 4ys)have/had attitude we hire you to do the job and we pay you,if you want compliments don't expect them,if ya want a bollocking, fuck up expect it.After 20 yrs doing my job you get good at it.And there are shortcuts and ways to hide the odd holy shit moments.

It is great to get a note addressed to the boss saying that your employee was courteious,prompt and did a bloody great job,will reccomend your company.Overall it doesn't happen often,but then again complaints are the same,not often.