Connie sent a message to Michael J. Jackson – Chief Executive Officer of AutoNation Inc. – Email Address that said:
As a CEO I know you can appreciate I work for in independent owner . I have been in parts and service for 30 years. I over see millions of dollars of inventory. I am accountable every Monday morning to my my boss and independent owner for a annual parts sales budget of 20,000,000 or more. I reapply for my job every Monday morning meeting. I worry and fret and don't sleep on Sundays because I am the best and I am expected to have the answers . I was the first to break a record in sales in my company. I was the first to break my own record in sales in parts in my company. I am the only woman in a parts and service division of more than 25 parts and service mangers in my company.. My owner expects and we demonstrate and practice everyday Elite Customer Service. They expect it. I do it. I have over 50 employees underneath me and I expect it. Bottom line...take care of the customer. I write to you today because I experienced the worst customer service I have ever had from Autonation Jeep Chrysler Golden Co. . Short story I scheduled an appt last Sat for a recall ..safety . I was told it was a month out. When I persisted for an earlier appt...ie. safety I was told if I could drop it off and leave it .it would beb5 to 8 hours. I got appt For Wed. I dropped it off Tuesday night. They called me We'd said It was ready by noon. I was there to get it by 600pm. They gave me the key and said .thanks it's outside on the left. First strike. We bring our trucks to the customer. I go outside to look for it ..can't find it. I head for a service manager can't find one. Strike 2. I head up front looking for a Gm. Gone can't find one . Strike 3. They give me a sales manager . Think his name was Steve. Poor guy gets my wrath. I tell him this is the absolute worst customer service I have ever seen. I head to service. Still no Jeep. Now we have 4 people involved trying to find my Jeep. No one seems to care someone has my key.not sure who . The poor sales manager caught in the middle apologizes and says your just too big too handle what you have. Working for an independent ..he knows when we have outgrown our facilities and we build. That excuse is just that and poor. I don't give excuses as a manager. I apologize and say I am sorry and how can we fix it. We are allowed and encouraged to take care of customers . Happy customers make repeat business. We count on and encourage long term relationships and repeat business. I know and have a lot of long term customers and know their names when they come in. Your service ..all 5 on a sat can barely look up and make an acknowledgement that I am there standing in front of them . ..Your company as I see as a consumer is interested in a one time sale. .Repeat business is not your goal. I bought once . I will not be back again. I assume that's all you are concerned about ..as your sales manager says you are too big. I ask you if you drop your car to a service department and than go to pick it up and they say....thanks here's your key Its outside to the left. How would you feel? Appreciated? Does my business matter?.. Hmm can't find my car ..what do I do now? Go inside ... ask. Where is my jeep?... hmmm no one seems to care ? Hmmm it's my fault .. it should be outside to the left but I cannot find it?. Must be my fault? They told me where to look.? It took 3 people to find my Jeep. That was my fault. Your sales Manager said I am sorry a lot. Bottom line. A job worth doing ..is a job worth done ..take some pride. Worst customer service ever!! I would be ashamed . Before I went to heavy duty I spent 20 years on the car truck automotive side. I was freight clerk making 5.50 an hour . I worked my way ..went through ranks. Respect is earned. Not given. Working along side your people. Showing them this is how we do it. You may have a chief but your Indians they are lost., Your chief left a long time ago. My suggestion empower you people. Take care of your customer and for gods sake at least pull the car Around for them and don't send them out to find it...a Good luck ..happy hunting .. It is by far the worst customer service experience I have ever had. The sad part of that is...no one cares..hey we're too big.. there will be another customer .
