Its commonly reconised now that the blogosphere can make or a break a company. Gone are the days of the only people that only know of your gripes being the regulars down your local. The most famed example was when Dell got a slaughtering on a few peoples blogs to such an extent they made serious changes to their Customer Service structure.
As HUOL grows in popularily our influence grows with it so don’t take what I say next lightly.
The British School of Motoring have demonstrated apauling levels of professionalism and customer service to me in the last 2 days.
I had a driving lesson booked on Bank Holiday Monday, a lesson appointment which I had verified twice. No instructor turned on Monday and there was, of course, no one in the office to query.
I gave them a call first thing this morning to find out what had happened and was told in a very matter-of-fact way that the instructor was on holiday last week so couldn’t pick his appointments up for Monday when he got back as the office was shut over the weekend. When I asked why they had booked appointments he wouldn’t know he had, all I was told is that they had a text messaging service which perhaps didn’t reach him. Great.
I demanded some sort of compenstation and explained how I was seriously considering taking my custom elsewhere, but dispite charging £23.25 an hour they couldn’t even afford to give me 10% off my next (and first ongoing) lesson. To their credit, they did book me in for tomorrow evening at less than 48 hours notice, the least they could do.
I’m going to approach the instructor tomorrow with an open mind, but he will no doubt face a grilling as to what has happened. I am largely sure on it being an office cockup, as I have had dealings with this BSM office before, but I will still push for some money off. Its difficult to be pushy though without damaging any potential rapport I would like to build with a potential instructor, but I will let you know how I get on tomorrow.