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Part of the reason for the automated menu systems is all the AI automated spam calls. We would get between 30 and 50 calls per day that we had to answer, it was time consuming and would make you not want to answer the phone with a smile. We had menu system installed, not one spammer has gotten through. What a relief.
So, blame spammers for small business automated answering systems.
Moving to a phone auto-attendant was one of the best things we ever did. We used to get a spam call every 15 minutes, but after installing that, we rarely get a spam call. And that was 10 years ago. I bet it's way worse now with AI call bots.
I try to keep the message quick and to the point as I know it's annoying to listen to, but it's a necessary evil.
Good example of how people get fooled into being distracted by culture wars stories, rather than seeing what the real issue is.
The decline in customer service is a direct result of companies trying to extract as much money as possible while doing less and less. There are challenges for all businesses out there, I own a business myself and I’m sure Luxon could chime in and talk about how difficult it is to run a successful business, but there’s a big difference in running your business efficiently and mistreating your customers/providing bad service just so you can make more money.
The Shop
DeCal Works Huge Plastic Inventory of UFO and Polisport kits.
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I may also add, I own a small pest control company in Iowa after spending a decade in power sports. My customer service is what gets me tons of customers as they aren’t used to getting good customer service. I guess I want treated the same as I treat my customers and that just doesn’t happen in this industry.
I think customer service plummeted when smartphones were invented. Correlated or causal I don't know. But everyone I see is staring at their phones at work. Nobody seems to want to do what they are doing.
Oh and I've been lucky enough to have had great customer service at all moto businesses; it's just other retail business seems to be off.
My $.02 is that the decline in customer service is twofold, but both sides come from “main character syndrome.” You have employees who think everything revolves around them, and customers who think the same.
You’ll have someone pay for and use a gym membership for six months, then demand a refund because they only used it 3x a week instead of the 4x they planned. On the other side, someone buys a brand-new vehicle, the engine fails at 3,000 miles, and the person handling the case couldn’t seem to care less about how much it affects them, or even seems bothered to do their job.
I see the same “main character” mentality on both sides and, honestly, pretty much everywhere. Just my $.02.
I think what is causing it everywhere is the lack of recourse. Meaning, a customer service representative can tell you to go eat corn the long way, and you can't do a damned thing about it.
What actual incentive does a multimillion dollar corporation have to make things right? Zero. What are you going to do? Leave a bad Yelp review?
The only voice anyone has is their wallet and once you open it, you go silent.
In general and not moto specifically around the mid 90’s in my experience.
These days I just expect from complete antipathy at best to downright rudeness at worst and am rarely disappointed.
a pro-customer post from 8ten. i don't believe my eyes 😇🤩
When it became an afterthought farmed out to India or Costa Rica
Cell phones at work. the stats on how much employees waste on their phones vs work is crazy.
I find it funny that I list things on Marketplace on the weekend and most of my hits and inquires will be Monday morning.
I remember reporting a business to the better business bureau a few years back after I took a good hrd fkn.... I check in with the bbb later just to find out my claim was dismissed as unwarranted...
Even the bbb is fked now days....
One more story...
I had been using a mc tire shop for a couple yrs for my street bike tires... I had them order in a pair of tires for my street bike and I pre paid for them as I thought we were on good terms.... they were in stock at distributor, so they said 3 days and they would call me... I had a trip planned for the next weekend on that bike so no problem....
I call a week later... not in... I take different bike on trip... an adv that wasn't nearly as good of a bike for an all interstate trip as my street bike still waiting for tires...
I call a week after that... still not in...
I call back 2 weeks after that... still not in, so I start going off... to which they start cursing ME... they say it wasn't their fault, I'm an asshole, then hang up on ME...
A 45 minute drive later, I'm packing and standing in their lobby.... my refund was in my hand in record time....
Now I change all my tires, even my street bikes.... lolll
Exactly! I have always said that no matter what you do there is always going to be 4% of your customers that you cannot please so don't waste too much time on them and concentrate on the 96% that do like you...that's how you grow your business...
I’ve had 2 pretty terrible experiences lately with 2 bigger companies, in both cases I’ve been very understanding and polite throughout the whole ordeal…
First one, I sent a shock for a rebuild because they couldn’t sell me a rebuild kit, they needed to tear it down to match seals as they no longer sold this shock. After a month of not hearing from them, I called and they had no record of my shock. Turns out, the service manager texted the wrong number, that person decided to be “funny” and said “take a hammer to it”, so they threw away my shock. This was on a Friday, I was supposed to get a call from the manager Monday to let me know what was going to happen. Didn’t get a call all week, finally called Friday and was told they were building me a new shock. Next call I got was basically “you owe us $300 shipped”, ok whatever I pay it. Even though I was never told what a rebuild or any of this was going to cost prior to this. Couple days later my card is charged $340. I called asking why I was charged an extra $40 and they said it was for shipping. I explained I was told it was $300 shipped over the phone, again they said the manager would call me. She never did.
2nd one, I ordered 2 sets of cartridge kits. Said they were in stock. Couple weeks go by and they haven’t shipped so I called to check. They said I didn’t fill out my weight, but I never got anything asking for it. They said it’ll take an extra couple weeks because it’s custom specs they didn’t have. No biggie. 4 months later still didn’t have them, I called 3 times checking in that time frame, and was told “should have them next week” each time. Last time I tried calling on a Friday afternoon it just rang and rang, tried again twice Monday and same thing. I called from a different number 20 minutes later and they picked up first ring. They ended up sending one set the next day, was supposed to have the other set the following week. Haven’t received it yet… This was 3 weeks ago.
Perfect example, "why did you deny warranty on a part that you had nothing to do with and broke after being installed wrong!?"
Pit Row
rmgsxr has helped out many of my friends with amazing deals on bikes & shipped them all over the country. Even during 2020 thru 2022 when many dealers were gouging the living shit outta people…rmgsxr was cutting some awesome deals for my racing friends.
I personally have a Honda 450 that he sold me for a RIDICULOUSLY CHEAP PRICE…
Know this, he’s one of the good guys.
Period
Not what I said bro. I said handle the claim meaning if it was warrantable. If the dude broke it, no reason to send him to another dealer either. Just tell him it's not covered.
Yeah the BBB are nothing but extortion artists. Pay them enough money and all bad reviews disappear.
Customer service for mobius braces and freedom coast MTB are next level good!
Amazon isn’t the great overnight that they used to be
Going through this now with the Cooper tires on my truck. They have a 60k mile warranty and I have exactly 30k on the tires. Installed Nov. 2024, less than 2 years on the truck and the tread is getting chewed up on all 4 tires. CS says is @riad hazard/general wear and tear” and want to partial refund me. Say I can buy new tires at $211ea. By the time I get those mounted and balanced I’ll be probably at about $1k. So I’ll have spent $2,600 in 2 years for 4 tires! TFOH. I’ll call tomorrow again and see if they won’t warranty all four for nothing but I won’t hold my breath. F Cooper tires! They don’t make enough money to stand by a 60k bs, fine print warranty?
Not when the bonehead pilot’s land on a short ass runway going 130mph+ and barrel into a van full of workers! F Amazon! Everyone should quit giving Bezos money!
This
Excellent customer service is what often lands us a lot of the jobs we have. Always call back, always answer questions, treat customers the way you want to be treated….even when they don’t do the same for you… Customer service is the back bone of your company if you like it or not
I concur… one of the very good ones.
please blow both these shops out. there's no reason not to. who are they?
Not only Moto, absolutely not, but I think it's the general belief in the future. 'Back in the days' many thought that 'If I work hard, do my best, good things will come...', unfortunately we have entered an era where doing your best and working hard doesn't take you far, it can, but it's not a given in any way. When I started my career in the 90s there was plenty of work and the sky was the limit.. today less work AND the salary has fallen so far off the inflation curve... then there is selfishness, I do think that many young people care any longer since it's so much more obvious nowadays that no one cares for you, 'they' just want to enrich themselves.
I wish I had the body I had when I was 25, but I'm happy that got the finances now due to the fact I got to start my career a long time ago.
Bad customer service is in many ways a result of 'why even try... will not make it anyway'.
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