Donovan,

No offense, but even in your reply here you didn't apologize to TFM. I think that and a couple of return phone calls would have rectified the situation so that the issue would have never appeared in this forum.

In your response, you started off by talkiing about all of the parts of the chain you and your dealership don't have any control over. I'm sure that is a royal pain in the rear when customers call and email every single day asking where there car is and why it hasn't arrived.

I've seen a number of people here who seem to feel there's an implied contract that if they order on a certain date, the car is manufactured during a certain week, it will be placed promptly on a ship, arrive at the VDC, leave there immediately, get on a truck and arrive on a certain date they've invented in their minds. I agree that would get old after a very short time, to keep questioning you day after day about something you don't control.

However, I didn't read your explanation on why you didn't return TDM's calls, why you didn't explain why a second temporary registration couldn't be issued if the plate hadn't arrived, why you left the package on his doorstep without knocking on the door or calling him to let him know you had come by.

According to the other posters who know you, you are a good guy and good MA. I'm sorry to see this situation reach the point where you were blasted in public, but try to consider the customer's feelings for something that wasn't his fault.

I'm glad the temporary tags in Oregon last for three months. I'm still waiting to get pulled over because I have my old plates on the car, with the temporary tage, and am waiting for DMV to transfer my registration.

 

Understanding and apologizing are two very different things. Unfortunately I see some evidence of the first and none of the latter.

Sales is about relationships built with the customer both before and afterwards.

My MA and I crossed words over a misunderstanding, something that bothered me for months. Once she found out that I was upset over by something that had been said (and hindsight being 20/20...misinterpreted by me), she immediately apologized. That's character.

That's why I bought a MINI...aside from the obvious

So thanks again Liz!

 

When is enough, enough?

Why do people assume I haven't apologized to this gentleman? Because I haven't done it here? In this forum?

Not everything needs to be broadcast for all to see. I explained my side, and the gentleman was super-kind enough to let me off the hook, whether he feels like i deserved it or not.

Can we move on?

 

Good on ya Donovan. Even if it has been done offline, can you explain what your boss has/has not done to explain his perceived inattentiveness?

 

This is none of your business.

Why is it that the issue has been resolved between these two people and still people are harping on Donovan? It is time for everyone to move on and shut up. Donovan doesn't have to explain ANYTHING to you guys since it doesn't concern you.

I thought that the mini community was a group of fun-loving people who got together to talk about thier cars and motor together, NOT to bash whoever they think isn't giving them "what they deserve". People need to be a little more thick skinned. I am sick of people who think they deserve everything for nothing.....as in "my MA got something wrong on my car so I want every option thrown in for free!". Get over it. Stuff happens.

 

I think that because he chose to post in the thread that people were responding to that and are wondering about points that he brought up or didn't address. He put himself in the conversation by posting, It doesn't seem out of line for people to address him and ask questions once he opened that door.

 

+1

The manner/tone of the posting raised eyebrows as well.

 

I chose to respond to the thread cuz i didn't want to keep getting stomped on. If people here REALLY feel like they need an explanation... Call me... I work at Desert MINI... you can get our number at www.desertmini.com.

 

Tone?

 

Have a great week Donovan and TFM. Motoring on!

 

With pleasure!

 

well, I must say that I am more than surprised by the reaction to the thread. What started as a venting of my frustration with the service I received, the conversations took on a dynamic on its own that was fascinating to follow.

Mommashine kind of pointed the essence the best and while I don't agree with the 'defending' parties that **** happens and everything was kind of okay, I also don't think that Donovan should be publicly stoned for the mishap - he apologized profusely in private to me and basically made the mistake of relying on his support team without following up on them (as Sylvester Stallone put it, assumption is the mother of all f...ups (can't spell it out, the moderaters go apeshit over this despite the fact that the F-word is used in more than 50 different meanings in daily conversations and nobody really gives a f... ).

I believe than besides Mini LV, possibly a few MA got the message that we (the buyers) care about service and genuine care and comfort not just in the purchasing phase, but are really looking for a long term relationship. Buying a car should not be about an exchange of money for goods, but really about buying into a lifestyle & experience. Mini has the opportunity to stand apart from the rest of the crowd and up to the challenges with the plates Donovan was much better than my previous purchases from Mercedes, Porsche & BWM.
If this tread helped a little bit to come to the point of caring for the customer I can truly say mission accomplished, it is not about bashing a guy that is doing a job, it is about making him aware of the customers feelings and expectations and I sincerely believe (and hope) that I can go back to Mini Las Vegas for many years to come and interact with friends that care and thus ensure future business and at the same time pleasant interactions ...

Happy motoring to all of you ....

 

Well, I was hoping for happy motoring and improved customer service too early, next issue that was not resolved despite many promises was the not-delivered-as-ordered-and-confirmed wooden steering wheel, same MA, same ignoring the subject .. More to come

 

It's a shame. Some people never learn.

 

I keep wondering why the buyer never went to the dealer to ask "what gives" face to face?

 

Jeeze how about a frickin phone call to keep him informed? Hope you learned from this one.

 

Or Some customers have very low expectations.

 

Not yet. Your dealership charged $10 for the cap... remember that 2 year old kid?

Send that kid some MINI toys (JCW Miniature?)

 

When a customer gets frustrated and unhappy it's almost always because of poor communication.

I once ran an ERP software support group. I had one policy for all my support people:

"When someone calls your job is to make sure you understand their problem, they understand you know their problem and that you'll do what it takes to resolve it. You will keep them updated with the status and will contact them every pre agreed time no matter what."

One of the points I stressed was that most people don't expect an immediate resolution to their problem. They want to know that their problem is taken seriously and that they have someone that is working for them to resolve it.

Not returning calls or making contact as agreed was the big "no no" and indicated to me that this person didn't have the right stuff for supporting customers.

Donovan - the solution is simple, all it takes is a call....

 

Wow... My MA (Mark Smith from MINI of Fairfield County (CT)) drove 1.5 hours to our place to drop off the ever-missing door sill seals and two nice coffee mugs and a MINI keychain ... three weeks after we picked her up! Plus we got two ball caps, an "Actual Size" sticker, a free indoor car cover, free mats ...

I'm freakin' awed! You know that we'll be back there for our next MINI, and I'm working on getting my brother and a buddy to dump their sports cars for new MINIs from MFC. Taking care of existing customers can only pay off. That's Business 101.

 

You are too easy. What guarantee do you have that they will pay your rental? I would be on the horn with the manager and the owner, daily! I might even take a drive down there on Saturday in your rental with a sign in the window explaining their indifference and ineptitude (?). You will get a response. I would advise them that you will complain to the BBB and the Motor Vehicle Bureau, inducating that the dealer is not doing what they are "licensed" to do. You paid your money, you want your toy---go get them!!!!!!!!!!!

 

I read NAM on a regular basis and I think some of the members tend to read about an individual problem and promote a negative feeding frenzy over a person's individual problem which should be worked out in person, not in this forum. I am also a customer of Desert MINI, ordered a wood steering wheel and the car came without it, have the same Motoring Adviser and believe this whole campaign to trash Donovan and Desert Mini is without basis and more a reflection on the customer and not the establishment or their employees. I took delivery of my car in April 2007 after waiting for my spec ordered car for 12 weeks just like many of the forum members. The treatment of me by Desert MINI, Donovan (MA) and Tony (Sales Manager) could not have been more pleasant, professional or enjoyable. I am also growing a little impatient that I have yet to receive the wooden steering wheel and shift **** that was ordered with my car but it is not because of lack of effort on the part of Desert MINI or it's employees. MINI USA and perhaps the manufacturer could be moving on this issue a little quicker but I have been assured the issue will be resolved and I'm sure it will be. This dealership has always treated me with respect, behaved very professionally and do not deserve to have their reputation tarnished in a forum such as this. If this individual has issues with the dealership he should deal with them directly and not be using this forum to hurt their reputation and/or future business. I would encourage anyone who lives in Las Vegas or is in Las Vegas on vacation or for AMVIV to stop by the dealership and visit with these people and see the great selection of cars, parts and accessories they have available. Do not believe the negative BS this disgruntled person is spewing out and go see for yourself. This dealership is great, the employees treat customers very well and stand up and take care of issues. I hope we can all be more positive and not use this forum to be a place to trash the reputations of organizations or individuals and work out our individual issues in person like responsible adults.

 

The thing is, there probably would not be a problem at all if the MA was better about keeping his customers informed. The supposed fact that he can disappear and avoid contact when a customer hasn't gotten what he/she bought is the real issue at hand. This person may be a great friend to some people here and a great MA to some customers, but it's those with which he drops the ball that can make all the difference in the world. In the retail world, seems like it'd be a good idea to always think along the lines of "I'm only doing as well as how my most unsatisfied customer views me right now" and go from there.

 

Please tell me your kidding about the steering wheel... You got your car in may of.. 2007??? and now its... let me think.. its coming to me.. oh yeah January 2008??? and you are complaining about it? Seems to me.. that if it were my car.. i would have been worrying about it not being delivered the way it was ordered.. again let me think.. oh yeah.. THE DAY I RECEIVED IT.. not almost a year later. Surely at some point you have to now take responsibility. Im more of a proactive kinda girl. I would have been in the car when I got my tags, and down to the dealership I would have gone. Maybe I would hold the MA responsible for a few months, after that it would have been on me. I would have gone further up the food chain and believe me, I would have made my case known. But now? yeah its a bit late in my book, for you to still be complaining.