Volume XXII, Number 37 (Issue 1093) | September 9, 2024
Bigger Does Not Equal Better
In fact, it can often be the opposite. Case in point. Sandy and I recently returned from an extended car trip that took us from our home in San Antonio through Arkansas, Missouri, Kentucky, Indiana, Ohio, New York, Ontario, Quebec, Vermont, New Hampshire, Maine, Massachusetts, Connecticut, Pennsylvania, Maryland, Virginia, Tennessee, Georgia, Alabama, Mississippi, and Louisiana. It was an awesome getaway apart from a couple of bumps in the road. But with such an extensive itinerary what can one expect?
Before telling you about those bumps, I would share that there were three stops along the way that we so thoroughly enjoyed we are planning on return visits. Specifically, we want to return to Niagara Falls, Niagara-on-the-Lake, and Portland, ME since we did not see or experience nearly enough of those three locales. Still, the icing on the cake for Sandy and me was the company of one of our teenage grandchildren for the final third of the journey. Hopefully, it was as grand a memory maker for Ash as it was for us.
As for the hiccups, the first occurred early in the trip when we were obliged to visit an ER in Cape Girardeau, MO. We stopped there out of concern Sandy might be in the throes of an appendicitis attack. Fortunately, it turned out to be a severely strained abdominal muscle rather than something major requiring surgery and hospitalization. One consolation prize for Sandy was she was barred from lifting anything heavy for the balance of the trip. Thus, schlepping 100% of our luggage fell to me at practically every overnight stop. As for the second bump, it proved more problematic. That is because while passing through Mechanicsburg, PA the engine in her 2021 GMC Yukon Denali failed.
That morning started out well. But shortly after passing the Pennsylvania State Capitol complex in Harrisburg, we began hearing a clunking noise that sounded as if there was a problem with the right front suspension. Out of an
abundance of caution I pulled into a vacant parking lot and looked under the vehicle to see if we had picked up some road debris or if something was loose. Finding nothing, we got back on to the road only to have the clunking noise resume only now with greater frequency. Soon it was joined by the unmistakable sound of a lifter going bad. In no time Sandy located a nearby garage, and we headed there.
For the record, Clay’s Service Center is a mom-and-pop shop in Mechanicsburg. The team there could not have been more accommodating. Though they were completely covered in work, they cleared a bay to check out our car plus they took it on two test drives. Their diagnosis: a major engine problem. Lacking the bandwidth to quickly tackle the job, they directed us to the nearby GMC dealer. The owner/manager at Clay’s refused to charge us for their time and effort even though they spent an hour helping us. Beyond that they moved us to the head of the line since we were merely passing through. We insisted they take something for their effort, and after a bit of negotiation we eventually agreed on an amount. But their service did not end there. To our amazement, they reached out to us two days later to make sure we were okay and safely back on the road. That strikes me as exceptional service not to mention genuinely caring for strangers in their midst.
We experienced much of the same great treatment at Freysinger GMC in Mechanicsburg where the service manager, Michelle Jones, and her team treated us like VIPs. Even though it was their lunch hour, they wasted little time in confirming the problem. Stating that obtaining the parts and completing the repairs would take weeks, not hours or days, they connected us with the local Enterprise Rent-a-Car office. Through Enterprise we were able to arrange for a vehicle large enough for three adults and multiple weeks’ worth of luggage, thereby enabling us to complete the final days of our journey. From the driver who picked me up at Freysinger’s to the agent at the desk to the Assistant Manager at that Enterprise store, all were friendly, courteous, sympathetic, and above all helpful. And, like Jim at Clay’s and Michelle at Freysinger’s, they too followed up with us after the fact. That is why I hold all three organizations up as shining examples of the thousands of small businesses that provided great care, even for strangers who they are unlikely to see again, let alone turn into repeat customers.
Our latest experience with GM Corporate, on the other hand, has been less than satisfying even though we have been loyal GM customers for most of our married life – having spent well in excess of one million dollars on vehicle purchases and leases with GM dealers in that time. Granted, our business is but an eyelash to an elephant. But loyalty should account for something.
Thanks to a warranty, GM is replacing the engine at their expense. They have also committed to covering the full cost of returning the vehicle to us once the repairs are complete under their GM Reunite program. And, we have been led to believe they will reimburse us for the cost of the one-way rental required to get us home. However, in the case of both the rental car reimbursement and the reunite service, we had to request it. Moreover, the very existence of the reunite program was not volunteered. Rather, we learned of it through a long-time GM employee who is a friend and former colleague of our son. The hassle and inconvenience do not end there since we now find ourselves wrangling with GM over their rental car reimbursement policy for the period we are going to be without our vehicle.
Based upon a series of conversations with the service agent assigned to our claim it appears likely we will need to escalate our issues further up the chain if GM is to make us whole. But, as our customer care agent has repeatedly stressed, there are no guarantees that reimbursement outside of their strict (and I will add modest) policy limits will happen.
In summary, in the case of GM it seems “customer care” goes only so far. That is particularly irritating when contrasted with the first three businesses I described. How ironic then is it that GM chooses to use customer care terminology while not trusting or empowering their people to make good, customer-centric decisions? To my readers here is hoping the words “customer care” and terms like it mean what is implied much as they do in the case of the good people at Clay’s, Freysinger’s, and Enterprise in Mechanicsburg, PA. If there is any question in your mind, perhaps you should reevaluate your practices if not the terminology you use. As last week’s Musing posited, are your goals (and by extension, terminology) and actions in harmony?
Soli Deo Gloria
“You shall not wrong a sojourner or oppress him, for you were sojourners in the land of Egypt.” Exodus 22:21
J. Keith Hughey
Mobile: (210)260-0955
E-mail: keith@jkeithhughey.com
Website: www.jkeithhughey.com
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Copyright 2024 by J. Keith Hughey. All rights reserved. Permission is hereby granted for reproduction and redistribution of this essay as provided under the copyright laws of the United States of America. Recent issues of Musings may be found at www.jkeithhughey.com. Your comments are always welcome.