Comments on: Last minute surprises always sting – no matter what http://blownmortgage.com/2007/06/09/last-minute-surprises-always-sting-no-matter-what/ #1 Free Home Loan Modification & Debt Relief Help For US Home Owners - Truths, Facts & News About the Mortgage Industry Sat, 07 Nov 2009 02:53:18 -0700 http://wordpress.org/?v=2.8.3 hourly 1 By: Graeme http://blownmortgage.com/2007/06/09/last-minute-surprises-always-sting-no-matter-what/comment-page-1/#comment-280 Graeme Tue, 12 Jun 2007 04:28:34 +0000 http://blownmortgage.dreamhosters.com/?p=379#comment-280 How an you avoid this in a mortgage transaction? When certain things are out of your control (unlike the radiator example to a degree b/c it was a controllable issue). How can you get across to someone that you are actively invested in their best interests but the market just changed? It isn't "my" fault, but is it still my responsibility? How an you avoid this in a mortgage transaction? When certain things are out of your control (unlike the radiator example to a degree b/c it was a controllable issue). How can you get across to someone that you are actively invested in their best interests but the market just changed? It isn’t “my” fault, but is it still my responsibility?

]]> By: Rhonda Porter http://blownmortgage.com/2007/06/09/last-minute-surprises-always-sting-no-matter-what/comment-page-1/#comment-281 Rhonda Porter Mon, 11 Jun 2007 14:40:22 +0000 http://blownmortgage.dreamhosters.com/?p=379#comment-281 I had a similar experience having my car serviced. I had called in right after making the appointment to let them know I had a ding in my windshield. At the appt., the service desk said the message never got to them and they would "try to get to it." They had also told me they did not have a loaner car for my 1.5 hour service. The dealer offered deli sandwhiches, cookies, bottled water...they tried to go beyond expectations with service while you waited. I had brought my mamoth lap top with me to work while I waited...they have WiFi...I could not find an outlet to power up my beast and when I asked an employee, she stated, "We just offer WiFi, we don't have outlets". After the gentlemen next to me was done in his "computer booth"...I noticed a power strip. When the 1.5 service was done, the ding repair person was not at the dealer yet...they THEN offered me a loaner. I said "no thanks, I'm done". He was full of apologies. It makes no sense to try to provide "Wow" service if you're not going to do the basics. You've wasted your wow. I pretty much wrote all of what you see here on their survey post card they send after service and a "client relations" person contacted me. They are now going to drive out someone to repair the ding and are giving us a credit for our next service. It does suck to be in the service industry sometimes. It can also be very rewarding. Nice post! Sorry for my l o n g comment! I had a similar experience having my car serviced. I had called in right after making the appointment to let them know I had a ding in my windshield. At the appt., the service desk said the message never got to them and they would “try to get to it.” They had also told me they did not have a loaner car for my 1.5 hour service. The dealer offered deli sandwhiches, cookies, bottled water…they tried to go beyond expectations with service while you waited. I had brought my mamoth lap top with me to work while I waited…they have WiFi…I could not find an outlet to power up my beast and when I asked an employee, she stated, “We just offer WiFi, we don’t have outlets”. After the gentlemen next to me was done in his “computer booth”…I noticed a power strip.

When the 1.5 service was done, the ding repair person was not at the dealer yet…they THEN offered me a loaner.

I said “no thanks, I’m done”. He was full of apologies.

It makes no sense to try to provide “Wow” service if you’re not going to do the basics. You’ve wasted your wow.

I pretty much wrote all of what you see here on their survey post card they send after service and a “client relations” person contacted me. They are now going to drive out someone to repair the ding and are giving us a credit for our next service.

It does suck to be in the service industry sometimes. It can also be very rewarding.

Nice post! Sorry for my l o n g comment!

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