After the Triple Trail Trek this past weekend, the front end didn't seem quite right so I decided to take it to an alignment shop to get things checked out.
My Jeep was brought right in and put on the lift. After inspecting the front end for wear, they brought me into the shop to review the damage item by item.
- A worn bolt on a tie rod end
worn ball joints
the bracket for the lower control arm was literally ripping off of the axle
The sales rep gave me a list of options ranging from driving away to having them repair just about everything in house.
As a Customer Service Manager I'm very critical of how situations are handled. I can tell you from experience that any customer service/sales rep can appear to do a good job when everything goes right. It's when things go wrong that separates mediocre from excellent.
The sales rep walked me through the problems, showed me what was damaged and how to fix them.
After we put together a game plan, I decided to have them replace the worn bolt, and replace the ball joints; then take the Jeep to a 4X4 shop to have the Control Arm bracket removed and replaced.
The sales rep called a fellow Posse member for possible suggestions, then called three shops to check pricing and shop time availability. He helped me negotiate over the phone while I went and smoked a cigar and took a lap around the block. Then after I decided which shop to go with, he made the appointment for me!
He never tried to upsell, I was made to feel as if he was my personal advocate while dealing with all of the outside shops.
The hardware has all been replaced, the last thing left is the alignment I originally went in for.
Who went the extra 20 miles? Our very own Lee at the Cameron Park Big "O" Tires.
I could never guarantee that same level of service, but your odds of being treated with respect and getting a great deal are excellent.
Great Job Lee, thanks!
