On Saturday afternoon as I travelled towards Haywards Heath I very annoyingly hit a pot hole which ended up with being stranded on Sussex Road with a flat tyre. I was on my own, and was relieved to have broken down so close to Lavender Motors. Having heard such wonderful reviews, I knew I would be in safe hands and on the road in no time.
I walked to the front reception desk and suddenly my relieved feeling was replaced with utter disbelief. After explaining my unfortunate situation, it was returned with "we've been open 3 minutes late already, our tyre guy will want to go home' Yep, 3 minutes.
I was shocked by the lack of compassion! I'm 25 and was on my own. Human nature would want to help someone who was stuck if it's within your means. And being a business one would want to make an few extra quid at the end of the week. I was merely holding up your staff's Saturday afternoon. Not to mention not even standing up to ask your mechanic if he was willing to help me.. So whilst your staff were home 3 minutes later than usual, I was still waiting for a mobile mechanic to come out.
As a company you need to invest in some decent customer service training. Just a smile wouldn't have gone a miss... read more