I had an unfortunate moment last Thursday when my car was struck by another one. Now that I have had some time to relax and think I thought I would right you a letter. I believe that if you are going to hand out feedback you need to be willing to share good and bad. DISCLAIMER, I have been haphazardly recommending you for about ten years since a previous employer had arrangements with you. Shame on me.
The good news is my first two conversations with Geico representatives were wonderful. Great job empathizing with me, made me feel like they really cared. Not once was I put on hold in about 20 minutes on the phone. The bad news, in my first conversation with your rep I was put on hold twice and could tell he had a lot more he was working on than just my car. I also let him know that I would need a larger car. Since I have two children that would not fit in the Fiat he offered maybe something else would be available, he really was unconcerned. I asked him if he really wanted to send me out in a car that was not safe and he did not answer.
More good news, Geico stepped up and made sure I had a comparable car available. More bad news, when I arrived there were two options but neither was washed and ready. When I did get the new car it was then washed while I waited. FAIL. Then when I started the car I realized the car needs an oil change. This has been great, every time I start the car I am reminded of how little your employees care about it. Should be real fun for the next two weeks while my car is fixed.
Good news, Geico checked in to make sure things went smooth. I informed them of how great their service was but how your bad service actually reflects negatively on them as well. Of course they were not pleased. More bad news, you have young impressionable adults who could and should become wonderful pieces of society. Instead the person that handled the paperwork followed his script and made sure I was just another transaction. Thought it was particularly wonderful when I told him about a stain in the back seat and he told me “don’t worry about it we are only concerned with the outside..” So we don’t care about interior or the engine, nice.
Now these may be small things but the reality is small things add up to big things. Like the 1000+ people I do business with each year and the couple of dozen claims my customers have each year, they all add up. One person at a time I try to provide a good experience, I own all my actions, good and bad. I am by no means perfect but I always try.
Thanks for reading. Best of luck on improving your experience.
Dissatisfied in Poughkeepsie,
Billy Van Jura
P.S. Also, shouldn’t all your cars have satellite radio? Why make someone have to look for stations in an unfamiliar location? I am sure XM can give you a volume discount like you give Geico and other insurance companies.