Badger
I am the Brute squad
- Location
- South Salt Lake
My Xj got his touch while he was working for Outer Limits Motorsports after he closed his shop.
poor customer service from Jack-It
- Thread starter Gravy
- Start date
- Status
My Xj got his touch while he was working for Outer Limits Motorsports after he closed his shop.
- Location
- The Land Northward (Bountiful), Utah
Thanks for your comments everybody.
As for my conversation with Todd: it was sort and to the point, I'm not really one for anger.
Todd neither apologized for what happened or said anything about reprimanding any employee... he did say that he feels like his employees do the best they can and said, "I'm sorry you don't want to do business with us anymore."
The tone of the conversation felt like he didn't want to take responsibility for his employees poor actions. Had he apologized or said anything to the effect of "We'll try to make it right" I probably would let them try again, but his lack of interest, frankly, further soured my intent on giving them another chance.
Remember we have a whole bunch of great sponsors that support RME and land use. I for one will try to use shops that have a good reputation with our community; even if that means going way out of my way to get to them.
As for my conversation with Todd: it was sort and to the point, I'm not really one for anger.
Todd neither apologized for what happened or said anything about reprimanding any employee... he did say that he feels like his employees do the best they can and said, "I'm sorry you don't want to do business with us anymore."
The tone of the conversation felt like he didn't want to take responsibility for his employees poor actions. Had he apologized or said anything to the effect of "We'll try to make it right" I probably would let them try again, but his lack of interest, frankly, further soured my intent on giving them another chance.
Remember we have a whole bunch of great sponsors that support RME and land use. I for one will try to use shops that have a good reputation with our community; even if that means going way out of my way to get to them.
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The way I see it is that the comments from the installers were uncalled for however, asking the installer to help you with sales is like asking the plumber to fix your electrical just because he's not busy and the electrician is. He was straight forward with you, told you straight up, "No, I can't I'm just an installer". Would you rather him blow smoke up your butt, try and help you, and end up taking 20 mins to look up a part that sales could get for you in just a minute or two. Even then it may not be the correct part because he's not sales. Similar to your first experience. (I don't know why you first experience was a bad one???? To me it sounds like they spent 20 mins with you trying to find a part for you only to find out it's just not available...to me, that's customer service.)
I have nothing to do with Jack-It...infact I've been there only twice ever, once when I bought a monoleaf Skyjacker kit probably 10 years ago, and a second time only a few months after that to pickup a part for a guy in Utah county. Both times I was treated fine and had nothing bad to say. Infact when I bought my kit it wasn't available yet, and Jack-It managed to get the first monoleaf kit shipped to the SL Valley for me. I think you're making a mountain out of a mole hill. I'd be upset about the comments sure, but if the sales guys were busy, then they were busy.
I have nothing to do with Jack-It...infact I've been there only twice ever, once when I bought a monoleaf Skyjacker kit probably 10 years ago, and a second time only a few months after that to pickup a part for a guy in Utah county. Both times I was treated fine and had nothing bad to say. Infact when I bought my kit it wasn't available yet, and Jack-It managed to get the first monoleaf kit shipped to the SL Valley for me. I think you're making a mountain out of a mole hill. I'd be upset about the comments sure, but if the sales guys were busy, then they were busy.
Lifelong Jeeper
Well-Known Member
- Location
- Murray
I must say I agree with this in relation to your instore experience. The installers IMO should be fired for their comments and for not working, but that wouldn't be reason enough for me to stop going in there. For me, it would have been the conversation with the owner that would have been the deciding factor. He is somebody who should know better. With greater knowledge comes greater responsibility and IMO he is the reason for losing future business. Afterall, isn't he responsible for building and sustaining the culture in his shop?
SnwMnkys
Registered User
- Location
- Orem, Utah
Are you kidding me? Do you think the installer is Rainman or something and is only good at one thing? He obviously knows a little something about the products hes installing. Especially something as simple as a bushing. I install stuff all the time on my EB, does that mean i shouldnt know anything about the parts? Maybe he couldnt of rang him out, but he could of at least helped him out instead of blowing him off.
No, I'm not kidding. It drives me nuts when people expect everyone to do everything. The situation could have definitely have been handled better but I wouldn't expect the installer to sell me parts. He may or may not know about the parts he's installing, I wouldn't expect him to though, that's sales job.
reddevil
'93 Cherokee
- Location
- Springville
It would not have been hard for the sales person to make eye contact and say "I will be with you next." I don't think the problem was that the installer didn't help him. The problem was that everyone there ignored him, and some went out of their way to be rude. Then the owner supports that action by not caring about the customers concerns.
Good statement.
Pike2350
Registered User
- Location
- Salt Lake City
Sorry to hear about your experience. I always take people's rants, and complaints with a little grain of salt. Was it 15mins, or did it feel like 15mins? Regardless, someone should have acknowledged you and let you know they will be with you. However, when you asked the installer for help..and from the sound of it, he isn't the most customer service oriented individual (which is better since he is an installer and not in sales) he should have aproached it differently..but still that let you know that the people that could help you were busy. You said it yourself, one was with a customer, while the other was on the phone....THEY WERE BUSY.
Now, again, I think they were in the wrong in not at least acknowledging you...but it was obvious they were busy. It's not like they were sitting there BS'ing with each other and doing nothing, and didn't say anything..you could see they were busy.
As for the owners comments...I don't think it was right either. He should have apologized and tried to make it right. For that you are more then justified to not ever shop there again..and I wouldn't blame you.
Having been a manager and had to deal with phone calls from drivers about my deliver drivers...I was shocked at how their tone of voice would set me off.....A lot of the time the driver was complaining about stuff that honestly either didn't make sense, or was ridiculous. I always asked my employee their side...and as any level headed person should do..usually went somewhere in the middle. I was always polite with the person on the phone...but on rare occassions, when they threatened me, the company or were just plain ignorant I would be much less polite, and more direct. I never fired anyone over what I was called about, because it is unsubstaintiated.
So, all I am saying is you claim to be level headed..maybe you came off as an ignorant, biligerant person...maybe not. However getting on a forum and complaining you weren't helped when you could obviously see the salesmen were busy is juvenial. How often have you gone to a Circuit City or Best Buy and had to wait for someone to answer some questions? Usually they don't acknowledge you as you are waiting..they finish with their customers and then help you. You have a legit complaint about the owner not taking action..but he is going off 2 sides of a story here and has to make a call.
So, again, I am not saying you are in the wrong for being upset...just that you need to be "level headed" as you claim to be at least in regards to having to wait. Again, my stance on online rants is: every rant needs to be looked at a few clicks back on the dial..it is usually overblown, and exhagerated....just my $.02
Now, again, I think they were in the wrong in not at least acknowledging you...but it was obvious they were busy. It's not like they were sitting there BS'ing with each other and doing nothing, and didn't say anything..you could see they were busy.
As for the owners comments...I don't think it was right either. He should have apologized and tried to make it right. For that you are more then justified to not ever shop there again..and I wouldn't blame you.
Having been a manager and had to deal with phone calls from drivers about my deliver drivers...I was shocked at how their tone of voice would set me off.....A lot of the time the driver was complaining about stuff that honestly either didn't make sense, or was ridiculous. I always asked my employee their side...and as any level headed person should do..usually went somewhere in the middle. I was always polite with the person on the phone...but on rare occassions, when they threatened me, the company or were just plain ignorant I would be much less polite, and more direct. I never fired anyone over what I was called about, because it is unsubstaintiated.
So, all I am saying is you claim to be level headed..maybe you came off as an ignorant, biligerant person...maybe not. However getting on a forum and complaining you weren't helped when you could obviously see the salesmen were busy is juvenial. How often have you gone to a Circuit City or Best Buy and had to wait for someone to answer some questions? Usually they don't acknowledge you as you are waiting..they finish with their customers and then help you. You have a legit complaint about the owner not taking action..but he is going off 2 sides of a story here and has to make a call.
So, again, I am not saying you are in the wrong for being upset...just that you need to be "level headed" as you claim to be at least in regards to having to wait. Again, my stance on online rants is: every rant needs to be looked at a few clicks back on the dial..it is usually overblown, and exhagerated....just my $.02
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Before I say anything I have never been to Jack-it.
But, My biggest problem with any organization is a lack of understanding it is the customer that keeps them in business. And many people tend to pick up the "not my job" attitude. This in my opinion is never acceptable. Granted, some may not have the right skills to help out the person in need but they know who can or can at least help that customer feel like they are valued. By saying, "thats not what I do" to a customer it makes the customer feel like they are not important.
If the tech said, if it something simple and you know what you need, I can help you with it, but I'm just an installer if it is complex I can get a salesman when they are finished, with you to help you understand what might be your best solution, then the whole situation would be different.
I always make the point to go out of my way to walk a customer where they need to go to and introduce them to the person they need if they come into the place I work. It is simple and goes a long way.
I tend to spend my money with vendors I know, and I have never been let down...
But, My biggest problem with any organization is a lack of understanding it is the customer that keeps them in business. And many people tend to pick up the "not my job" attitude. This in my opinion is never acceptable. Granted, some may not have the right skills to help out the person in need but they know who can or can at least help that customer feel like they are valued. By saying, "thats not what I do" to a customer it makes the customer feel like they are not important.
If the tech said, if it something simple and you know what you need, I can help you with it, but I'm just an installer if it is complex I can get a salesman when they are finished, with you to help you understand what might be your best solution, then the whole situation would be different.
I always make the point to go out of my way to walk a customer where they need to go to and introduce them to the person they need if they come into the place I work. It is simple and goes a long way.
I tend to spend my money with vendors I know, and I have never been let down...
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- Location
- The Land Northward (Bountiful), Utah
Again, thanks everybody for your comments. Sometimes it's hard online to read into tone of voice, but I feel like everyones comments have been cool and collected. I appreciate that.
I learned a lesson on how to not treat customers and hopefully everyone (myself included) can come away with some better experience for it.
I learned a lesson on how to not treat customers and hopefully everyone (myself included) can come away with some better experience for it.
UPNO4
Addicted
- Location
- Lindon, Ut
I just wonder if anyone would like to know the other side of the story.
To start with the prior comment of "was it really 15 minutes or did it feel like it" is a great question, but still not answered so here is the answer: He was actually in the showroom for less than 10 minutes, because the other customer (that was being help before he walked in) actually stated he had not even been in there for 10 minutes yet.
Remember, everything said is "he said she said" and I really am not trying to start an argument.
Secondly, the Tech's really don't have any training in the computer system, and don't spend much time in the Catalog's, which is why we keep them in the shop doing what they are paid to do.
When the question was asked of the Tech, he did say he wasn't able to help, but he happened to be talking to Todd, the owner, who got up, rounded the corner from the back office (which really doesn't have full view of the counter and who might be on it) and stepped over to the counter and tried to help, but Graves had bee lined for the door and, well, enough said.
Honestly, does anyone really think the comment "if you can't wait we don't want your business anyway" would really have been said? If you do think so, well the person saying such a comment would not have a job.
Apologies were made and are being made again.
We do get busy and try hard to take care of the Customer that makes the drive down here and make them our first priority, but if we are on the phone before they walk in, we do finish the conversation first. Just like we finish who we are helping over the counter first.
The comments about the $5 or $5000 Customer deserving the same attention, you are correct, but how as a salesman can I know how much they are going to spend before I even talk to them? And why would I not treat enyone the same, they may spend a dollor today and spend $5000 next week, but if you don't help them all the same, you will never find out.
I treat all my Customers as friends because I want them to continually come back.
I hope this helps to clear up any misunderstandings.
To start with the prior comment of "was it really 15 minutes or did it feel like it" is a great question, but still not answered so here is the answer: He was actually in the showroom for less than 10 minutes, because the other customer (that was being help before he walked in) actually stated he had not even been in there for 10 minutes yet.
Remember, everything said is "he said she said" and I really am not trying to start an argument.
Secondly, the Tech's really don't have any training in the computer system, and don't spend much time in the Catalog's, which is why we keep them in the shop doing what they are paid to do.
When the question was asked of the Tech, he did say he wasn't able to help, but he happened to be talking to Todd, the owner, who got up, rounded the corner from the back office (which really doesn't have full view of the counter and who might be on it) and stepped over to the counter and tried to help, but Graves had bee lined for the door and, well, enough said.
Honestly, does anyone really think the comment "if you can't wait we don't want your business anyway" would really have been said? If you do think so, well the person saying such a comment would not have a job.
Apologies were made and are being made again.
We do get busy and try hard to take care of the Customer that makes the drive down here and make them our first priority, but if we are on the phone before they walk in, we do finish the conversation first. Just like we finish who we are helping over the counter first.
The comments about the $5 or $5000 Customer deserving the same attention, you are correct, but how as a salesman can I know how much they are going to spend before I even talk to them? And why would I not treat enyone the same, they may spend a dollor today and spend $5000 next week, but if you don't help them all the same, you will never find out.
I treat all my Customers as friends because I want them to continually come back.
I hope this helps to clear up any misunderstandings.
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allterrain
AllTerrain
- Location
- Cedar Hills
I have never purchased anything from Jack-it, but happen to have known UPN04 personally for the last 10 years.
Other than a few personal grooming habits maybe, he has always treated me and many others with respect and I value his experience and knowledge.
I hope this has all been cleared up with gravesdiggerxj as misunderstandings are bound to occur from time to time in any business. If a company can stand up and apologize I give them credit and suggest everyone move on.
I think the original Batman, Adam West said it best: "Back to your lives citizens"!
Other than a few personal grooming habits maybe,
he has always treated me and many others with respect and I value his experience and knowledge.I hope this has all been cleared up with gravesdiggerxj as misunderstandings are bound to occur from time to time in any business. If a company can stand up and apologize I give them credit and suggest everyone move on.
I think the original Batman, Adam West said it best: "Back to your lives citizens"!
Cherokeester
Registered User
- Location
- Wellsville Utah
reddevil
'93 Cherokee
- Location
- Springville
That is true, but it makes it hard to know who to believe. There seems to be a very different side to this story
I can believe that it was said. Should I not believe it? I am guessing that this falls in the "he said she said" category. However if the owner was standing at the counter when he walked out I would guess it probably wasn't said.
If they were/are then I think this should be rapped up soon with a happy ending for all to read.
I was clear before. Now I have to think of both sides and it is hard er. Why couldn't you just leave it alone and let me think this story only had one side.
I have only used Jack-It once, although I needed to exchange what I bought for a different size (my fault.) They seemed helpful.
UPNO4
Addicted
- Location
- Lindon, Ut
I am not really sure whether he was or not, the sales counter is at the back away from the front door.
Sometimes we get so focused on helping who we are talking to, we may not notice right away when someone walks in.
Installer POV
I am one of the techs at Jack-It. I was not invovled in this particular incident. But i would like to let people know where we are coming from. I had read comments that the techs should know the parts that they install. We do, however finding the part numbers in the computer system and getting the correct price is another story all together. We rely on our sales guys to get us the proper parts to install on vehicles. Another comment was made about why a tech was up at the front counter. There are many reasons for that. We could be waiting for parts. We could be waiting for a customer approval of a repair. We could be in between jobs. We could be waiting for more work to arrive. I know that when i see a customer, I try to instill in them that the sales guys are busy and they will help you as soon as they can. I also try to comment that I am only an installer and finding the proper price and part number is not something I am proficient on. I want to make sure you are getting all the proper information.
Again I was not in the showroom when this "incident" happened. I do highly doubt any one made a comment to the effect of "we dont want your business anyway". I am sorry that someone has felt slighted at all. We do our best to help everyone that gives us business, whether you are a local driving to our store, or someone from alabama calling on the phone. We take pride in our work, I know I do since my name is on the work being done on the vehicle.
I hope that we will be given more chances to prove that we really do take care of our customers.
I am one of the techs at Jack-It. I was not invovled in this particular incident. But i would like to let people know where we are coming from. I had read comments that the techs should know the parts that they install. We do, however finding the part numbers in the computer system and getting the correct price is another story all together. We rely on our sales guys to get us the proper parts to install on vehicles. Another comment was made about why a tech was up at the front counter. There are many reasons for that. We could be waiting for parts. We could be waiting for a customer approval of a repair. We could be in between jobs. We could be waiting for more work to arrive. I know that when i see a customer, I try to instill in them that the sales guys are busy and they will help you as soon as they can. I also try to comment that I am only an installer and finding the proper price and part number is not something I am proficient on. I want to make sure you are getting all the proper information.
Again I was not in the showroom when this "incident" happened. I do highly doubt any one made a comment to the effect of "we dont want your business anyway". I am sorry that someone has felt slighted at all. We do our best to help everyone that gives us business, whether you are a local driving to our store, or someone from alabama calling on the phone. We take pride in our work, I know I do since my name is on the work being done on the vehicle.
I hope that we will be given more chances to prove that we really do take care of our customers.
- Location
- The Land Northward (Bountiful), Utah
Your post was nearly illegible. Poor grammar, punctuation and readability is usually a sign something was written in haste... or anger. I might be angry too if I was going to lose business because I treated customers poorly.
To my knowledge no one has apologized, unless someone knows something I don't
If it was the owner, Todd, in the back ignoring customers in full view; shame on him.
Is this you apologizing? (Who are you?)
I hold no grudges. If you are Todd and you are apologizing, thank you for apologizing and I forgive you, it's water under the bridge, and maybe you learned a lesson not to treat your customers poorly because it will come back on you.
- Location
- The Land Northward (Bountiful), Utah
Again, I didn't post originally because I have a vendetta against anyone nor am I trying to make anyone mad.
The original issue was that I thought they had poor customer service (hence the title of the thread)
I simply wanted to share my experience so no one else wastes their time or money. If anyone disagrees and thinks I was treated well (by my description of the visit or by UPNO4's) then by all means continue to go to Jack-It.
If they are apologizing, I think this thread is done.
The original issue was that I thought they had poor customer service (hence the title of the thread)
I simply wanted to share my experience so no one else wastes their time or money. If anyone disagrees and thinks I was treated well (by my description of the visit or by UPNO4's) then by all means continue to go to Jack-It.
If they are apologizing, I think this thread is done.
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