in the rear seat. When I drop of my car, they drive it away, I go into the garage, say "Hola, and tell the "uber-tech" to check the back seat. I know that when my car goes in, he'll be working on it. If I'm around and waiting, he'll come in and give me the lowdown, and even let me go in to the shop and watch what they're doing.

I found that the techs are the shortest distance between a problem in my car, and having it fixed under warranty. I had some of the trim from inside the wheel wells come off, and AOA Cust.Service said it fell under "normal wear and tear". When I mentioned it to the tech, the parts were ordered, and it was fixed with no questions, under warranty, as it should have from day 1. Trim pieces coming off after 100K, yeah, but only after 28K?

As April has mentioned so many times. In today's age we expect good customer service as if it were a right- but that rarely happens. Having worked in building CRM applications and working with customer contact centers, it is rare to find a place that provides first rate service, American Airlines Platinum Desk is one of the few that comes to mind. So when one is lucky enough to have good to great service, I don't mind going out of my way to acknowledge or compensate for it. Heck it takes 3x the effort, and 10x the frustration to deal with bad service, or trying to make things right after bad service. And for those who are good at their job, and good with customers, I feel that my "thank you" is a small fraction of a way to make up for all the "jerks" they have to deal with.

Cheers-
ERT

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"Life itself is a race, marked by a start, and a finish.

It is what we learn during the race, and how we apply
it, that determines whether our participation has had
particular value.

If we learn from each success, and each failure, and
improve ourselves through this process, then at the
end, we have fulfilled our potential and performed well."

Dr. Ferdinand Porsche- 1952

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