Fast Oil and Lube

I was contacted today by Eric, the president of the company that owns this Fast Oil & Lube location. I was pleased to hear that the guy with poor customer service skills is not a regular fixture at this location.
During my phone call with Eric today, he took my comments very seriously and was sincerely apologetic about the service I received. He did not make excuses or try to minimize the negativity that I had encountered — instead he agreed with every point I made. He assured me that the super friendly service I had encountered on other visits is what he expects from his employees, and that I can still expect that great service if I chose to give them another chance.
You know what? I’ll give them another chance because I believe him. I’m not changing my story just because he threw me a coupon — but because he didn’t try to sweep it under the rug. He legitimately cared about my concerns and made me aware that he realizes how much competition there is, and how much he values the people that choose his establishment. Eric knows what great customer service is, and he knows how important his customers are when it comes to running his business. His professional and caring attitude just saved him a customer — as long as I don’t run into the other guy again. ;)