Into the Inbox this morning dropped an email from those people who service my car, asking for a response regarding their most recent efforts. When the only answer you’re given to the question ‘would you recommend us to anyone else’ is yes/no, someone like me stops, thinks, and then deletes the e-mail. Forced to give an honest answer or there’s no point in using the feedback (no I wouldn’t) a box is then provided asking why and suddenly comes the realisation that this is not worth the effort.
It is not the fault of this high end, luxury car supplier that I feel intimidated even going there, that the second-hand, dirty car owned isn’t a lifestyle accessory but simply a container on wheels. They are not to blame for feelings of inferiority, that treating me like a valued and special customer is completely pointless. The only reason why this brand was chosen was reliability and the fact that once the car was finally sold, it would hold some residual value.
The fact remains, it will be great when there’s no more need to go there.
What broke the camel’s back and why my new car will not be from this group of people, was their horribly aggressive need to try and sell me a new vehicle that wasn’t required and could not be afforded. It got so bad I had to write physical mail asking for a cessation of the phone calls and promotional literature, as unsubscribing from their online mailing list had no effect at all. The upcoming change in data laws cannot have come soon enough. Of course, most of the discomfort is not their issue, and that’s why feedback is a complete waste of time for everybody.
However, this morning has given considerable pause for thought.
Feedback is only as good as the people who write it. More importantly, if your moral indignation at perceived wrong-doing isn’t based on genuine failings or faults, it can become potentially quite dangerous. In my case, the tech servicing my car left a piece of socket set in the engine cavity, which was only noticed when the car was at home, but the issue was dealt with professionally. I don’t want to point this out on a feedback form, because the tech was clearly stressed and upset at her failure, and doesn’t need it pointed out officially.
In this case deleting the request is, after considered reflection, the right course of action.
Sometimes, saying nothing is the smarter move.