completely overwhelmed with e-mails and calls will get back to you as soon as he can. Robert came in today for only about an hour before going home sick. I assume he will be back in tomorrow and you should get an answer.
We have been attempting to cover his phone calls today. Calling in is almost always the way to get the quickest service, and it helps when people actually use the voicemail considering we are almost always already on the phone. I despise the remarks about customer service problems due to us not returning e-mails right away because of the fact that I work a 10 hour day here managing the place keeping everything running and then answer e-mails directed towards me almost nightly to after midnight or often 3 or 4 in the morning. No matter how long I stay I still don't get them all done although I'm damn near killing myself trying. All I can say is that we will do all we can to return e-mails and phone calls as soon as possible. If that's not enough for some people then so be it. And its not as simple as just hiring more people. Trust me there are inherent quality problems the larger you get, we have recently scaled back to some extent in order to improve customer service and accuracy. We try to make sure that someone very knowledgeable capable of giving expert advice returns calls and e-mails. We feel that returning calls and e-mails correctly and being able to give them attention they deserve is more important that returning more of them and being short, incomplete, or unhelpful. I'm always open to suggestions. We get as many as 300 calls a day and several hundred e-mails, not only are we expected to answer them but follow up on whatever they may require Whether it be pulling, ordering, or making then packing and shipping a part or writing up a couple page estimate for some big performance build, arranging transport, ordering the parts, scehduling the technician, continuously communicating with the customer, and on and on. Maybe we have bit off a little more than we can chew? Maybe not? Either way we intend to handle each customer start to finish to the best of our abilities. We work harder and longer hours than anyone you could imagine and there is no end in sight. We have enough jobs here at the moment to keep us busy for at least 6 months, but I am at the point where I don't think more and more employees are neccessarily the answer, I've been down that road for quite sometime. We have more than enough to keep us busy and we are a reasonably large operation employing over a dozen people. Our approach for the future focuses heavily on quality of quantity, which means may catch a lot of hell for extended waits before we can get to cars and sometimes slow replies back to calls and e-mails to customers who aren't already in the midst of doing business with us. We will be hesitant to start business that we don't feel we can properly finish in specified timelines. I would rather be critized for not responding as quickly as some would like than poor quality of work in the shop and inaccurate shipments from our parts department.
Russell Floyd Z1 Motorsports
www.z1motorsports.com
1990+ Nissan Z specialists Used Parts, New parts, Service/Repair and Performance 1200 Carrollton Hwy
Temple, Ga 30179 770-562-8668
770-562-8664 (fax) .JPG)
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