QUACKER'S CAR WASH

"The vehicle came in for an oil change. During our normal safety inspection it was found to have a faulty licence plate light bulb. The customer, when told about the issue, said he wanted it fixed. His main concern being getting pulled over at night because he said he "likes to have a few." I suspected he may have been drinking already though I did not inquire. I then noted that the overall condition of the wiring appeared as if someone had tried to fix it already and failed. Then asked the customer if we should proceed, alerting him to potential problems. After getting the go ahead a replacement bulb was installed. This did not fix the problem. It was then explained that he would most likely need a whole new socket and potentially more depending on what kind of issues it had when it came in. While dealing with the first issue another arose. The taillights would no longer come on. I explained to the customer that given the overall condition of wiring in the rear of the vehicle he might be better served taking it to an auto electric specialist. He then became enraged. He started screaming at myself and my employee. I will not quote the words he used against myself and worker but it would easily be considered verbal assault. Trying to calm him down only seemed to make him more angry. Now had his been the only vehicle in the shop at that time I might have been more prone to take such abuse. This unfortunately was not the case as there was a woman with her small children in the next bay being exposed this. As a last resort my employee even tried to bring that fact to his attention thinking maybe he might realize that HIS situation was not the fault of innocent CHILDREN but faulty wiring. It then became readily apparent he was not going to calm himself and he was asked to at least come "outside and yell at me." This again to no avail. He was then told to just leave. He demanded the owners phone number. After connecting him with the owner he proceeded to yell and scream at him. The owner told him that if he was not going to calm down then we could no longer help him. After hanging up he was told to leave, which he did, but not before getting in a few more choice obscenities. At Northland Express we take great pride in customer satisfaction. We had every intention of making it right. All we needed from him to resolve the issue was a little respect and courtesy. Had he acted like a mature adult we would have done anything we had to to make sure he left feeling satisfied. The fact that he didn't forced us to sever business ties altogether. Basically, calm down and discuss how we can resolve the issue or act like a child and throw a tantrum. He chose the latter."