Wilcox rectifies problem for me
Thread Starter
Heel & Toe
Joined: Sep 2006
Posts: 17
Likes: 0
From: Florence NJ
Wilcox rectifies problem for me
Being a fairly new member to the forum, I researched and found out that Wilcox had the best price for rear cross member bushings and ordered them. I waited approximately 9 days, figured I should contact them to find out why I hadn't received them. Here's what followed:
Shipping screwed this order up. It is shipped and on the way and should be delivered to you on Monday or Tuesday. We are firing this employee. I apologize for his ignorance! We are embarrassed and tired of his constant screw ups.. We hired him to help in shipping over a month ago, and he just does not get the importance of getting the packages and orders shipped instantly. This is not our style and I have never tolerated this nor will I start! It's a shame that his last error came at your expense and maybe I can do something for you in the future to make up for this.
This has caused us so much grief in the past month that we have decided to make a change.
Sincerely,
Willcox
Just wanted you to know that their customer service is great and I 'm sure that they will now get 1000's of dollars worth of business from me! What a company!
Shipping screwed this order up. It is shipped and on the way and should be delivered to you on Monday or Tuesday. We are firing this employee. I apologize for his ignorance! We are embarrassed and tired of his constant screw ups.. We hired him to help in shipping over a month ago, and he just does not get the importance of getting the packages and orders shipped instantly. This is not our style and I have never tolerated this nor will I start! It's a shame that his last error came at your expense and maybe I can do something for you in the future to make up for this.
This has caused us so much grief in the past month that we have decided to make a change.
Sincerely,
Willcox
Just wanted you to know that their customer service is great and I 'm sure that they will now get 1000's of dollars worth of business from me! What a company!
Race Director
Joined: Feb 2004
Posts: 14,984
Likes: 185
From: CT
They hired the guy in the first place and it was their duty to ensure that he was trained properly. Even if he was a screw-up it does not mean they need to go into a lengthy discussion about his incompetence - a simply apology would have been sufficient
Team Owner
Joined: Mar 2002
Posts: 44,653
Likes: 1,827
From: Huntsville AL
Funny, I was thinking the same. I would never put out an email like that.
Former Vendor
Joined: Aug 2006
Posts: 76,656
Likes: 1,851
From: Jeffersonville Indiana 812-288-7103
St. Jude Donor '08-'09-'10-'11-'12-'13-'14-'15
I’m in agreement with both GCD1962 And Mr. D.
While you can try to train people over and over again, you get to a point where you have to weigh the cost of repeated training vs.: the cost of the errors. We have repeatedly tried to train this employee and it’s the old water and horse trick! We hired him to help out in shipping to help ease the load of our new expansion. It backfired on us as did my email to our customer.
Tom, our GM and I have had several talks about this issue and Tom has made repeated attempts to train this employee trying to keep him on board.
I think that I gave to much detail to our customer as to our problem with this employee. As stated in the email, we are not accustom to this type of service and will not tolerate it! But after reading the email that was sent to this customer, I believe that my anger got the best of me and I should have been more tactful. I apologize. I’m a better person than this and I know this person is not ignorant!
WE will stand by our decision, but our email should not have been in this much detail and it surely should not have contained “ignorant” as a describing word.
Regards,
Willcox Inc
While you can try to train people over and over again, you get to a point where you have to weigh the cost of repeated training vs.: the cost of the errors. We have repeatedly tried to train this employee and it’s the old water and horse trick! We hired him to help out in shipping to help ease the load of our new expansion. It backfired on us as did my email to our customer.
Tom, our GM and I have had several talks about this issue and Tom has made repeated attempts to train this employee trying to keep him on board.
I think that I gave to much detail to our customer as to our problem with this employee. As stated in the email, we are not accustom to this type of service and will not tolerate it! But after reading the email that was sent to this customer, I believe that my anger got the best of me and I should have been more tactful. I apologize. I’m a better person than this and I know this person is not ignorant!
WE will stand by our decision, but our email should not have been in this much detail and it surely should not have contained “ignorant” as a describing word.
Regards,
Willcox Inc
Le Mans Master
Joined: Feb 2004
Posts: 7,357
Likes: 871
From: Norcal CA
2018 C1 of Year Finalist
I’m in agreement with both GCD1962 And Mr. D.
While you can try to train people over and over again, you get to a point where you have to weigh the cost of repeated training vs.: the cost of the errors. We have repeatedly tried to train this employee and it’s the old water and horse trick! We hired him to help out in shipping to help ease the load of our new expansion. It backfired on us as did my email to our customer.
Tom, our GM and I have had several talks about this issue and Tom has made repeated attempts to train this employee trying to keep him on board.
I think that I gave to much detail to our customer as to our problem with this employee. As stated in the email, we are not accustom to this type of service and will not tolerate it! But after reading the email that was sent to this customer, I believe that my anger got the best of me and I should have been more tactful. I apologize. I’m a better person than this and I know this person is not ignorant!
WE will stand by our decision, but our email should not have been in this much detail and it surely should not have contained “ignorant” as a describing word.
Regards,
Willcox Inc
While you can try to train people over and over again, you get to a point where you have to weigh the cost of repeated training vs.: the cost of the errors. We have repeatedly tried to train this employee and it’s the old water and horse trick! We hired him to help out in shipping to help ease the load of our new expansion. It backfired on us as did my email to our customer.
Tom, our GM and I have had several talks about this issue and Tom has made repeated attempts to train this employee trying to keep him on board.
I think that I gave to much detail to our customer as to our problem with this employee. As stated in the email, we are not accustom to this type of service and will not tolerate it! But after reading the email that was sent to this customer, I believe that my anger got the best of me and I should have been more tactful. I apologize. I’m a better person than this and I know this person is not ignorant!
WE will stand by our decision, but our email should not have been in this much detail and it surely should not have contained “ignorant” as a describing word.
Regards,
Willcox Inc
Sounds like you did the right thing (probably should have kept it internal).
Do not give up on hiring new blood! Sometimes you can find the right person who can do the job. It might take a few people to figure who can handle the job the way you want it done. And keep it INTERNAL to the company. Customers do not need to know.
