Connect with us

Business News

Ford allegedly bans customer for negative survey responses

Ford seems to have taken the customer survey to an all-new extreme: banning a customer for leaving negative feedback. Is this a new trend?

Published

on

ford

ford

Careful speaking ill of this Ford dealership

Customers hope that a car manufacturer demands nothing less than the best from their product. Safety and quality should be paramount for something you risk your life using every day. Customer do not expect, however, this same “perfection” from a survey.

Ford is unfortunately unfamiliar with how a customer survey is supposed to work. Normally, you take a survey, give your honest responses, and it is supposed to help praise those doing excellent work, or help in those areas needing improvement.

Shopper “no longer welcome” at dealership

This is not the case with a survey from Ford. The Consumerist reported receiving an email from a reader stating he was “no longer welcome” at that dealership, due to his survey responses. Seriously.

The reader, Robert, stated he submitted an honest survey after a bad experience buying a Ford truck. He explained in the comments the bad rating was due to a salesman’s poor people skills. After contacting the dealership for another potential purchase a year later, he received an email stating: “Since that survey actually cost myself and the dealership money from Ford, I will have to personally pass on your offer. I’ll go brush up on my people skills and I hope you find what you’re looking for in the future.”

Granted, in this world, there are always going to be customers who are unhappy, regardless of what you do and this should not penalize the employee. However, on the other hand, when you experience poor customer service, you should be able to let (in this case) the dealership and the company know what happened. Obviously in this case, the salesman was not fired, but rather than attempt to show he had improved his skills and was ready to try and help this customer again, he sends a snarky email back.

Some things are beyond the pale

I think this is ridiculous. You have to know, especially in sales, some customers are going to be difficult, unpleasant, and not happy with anything you do for them. Rather than squash the relationship, this salesman should have forwarded the email to his manager, stating the customer couldn’t have been too unhappy if he’s willing to come back along with a message to the customer stating he’d be happy to try this again. Selling a $40,000 truck seems a lot more lucrative than a snarky email.

With all the tools on the market to improve customer retention, it seems beyond ridiculous that Ford decided to ban this customer’s business. While we do not have all the facts, perhaps a different sales associate could have handled his case, one with excellent people skills; then, if the customer was still displeased, I could understand asking them to take their business elsewhere.

I cannot imagine how you learn about where your business is falling short without reviews. Blocking malicious, profanity-ridden review, I understand, but feedback on a survey card seems a bit much. Which begs the question: would you ban a customer who left a negative review?

What does this say about customer service on the whole, though? Are people purposefully leaving poor reviews as a form of revenge? If so, what measures should be in place to ensure the employee isn’t penalized for a disgruntled customer?

#BadReviews

Jennifer Walpole is a Senior Staff Writer at The American Genius and holds a Master's degree in English from the University of Oklahoma. She is a science fiction fanatic and enjoys writing way more than she should. She dreams of being a screenwriter and seeing her work on the big screen in Hollywood one day.

Continue Reading
Advertisement
1 Comment

1 Comment

  1. Tina Merritt

    October 6, 2015 at 8:27 am

    I think car dealerships are the worst when t comes to these surveys! A few years ago, my husband and I had a very poor experience at a Jeep dealership. From the day we left with our new vehicle, we were harassed by the dealership telling us to be sure to “give them a 5 star rating” when we received our survey. We did not give them a 5 star rating and they were none too pleased about it. They didn’t seem to care about our experience, just that we didn’t give them the 5 stars. Needless to say, we didn’t even bring the vehicle back to that dealership for maintenance, for real of retaliation. Perhaps it’s the home office bullying the dealerships to get these ratings and in return, the dealerships bully the consumers?

Leave a Reply

Your email address will not be published. Required fields are marked *

Business News

You should apply to be on a board – why and how

(BUSINESS NEWS) What do you need to think about and explore if you want to apply for a Board of Directors? Here’s a quick rundown of what, why, and when.

Published

on

board of directors

What?
What does a Board of Directors do? Investopedia explains “A board of directors (B of D) is an elected group of individuals that represent shareholders. The board is a governing body that typically meets at regular intervals to set policies for corporate management and oversight. Every public company must have a board of directors. Some private and nonprofit organizations also have a board of directors.”

Why?
It is time to have a diverse representation of thoughts, values and insights from intelligently minded people that can give you the intel you need to move forward – as they don’t have quite the same vested interests as you.

We have become the nation that works like a machine. Day in and day out we are consumed by our work (and have easy access to it with our smartphones). We do volunteer and participate in extra-curricular activities, but it’s possible that many of us have never understood or considered joining a Board of Directors. There’s a new wave of Gen Xers and Millennials that have plenty of years of life and work experience + insights that this might be the time to resurrect (or invigorate) interest.

Harvard Business Review shared a great article about identifying the FIVE key areas you would want to consider growing your knowledge if you want to join a board:

1. Financial – You need to be able to speak in numbers.
2. Strategic – You want to be able to speak to how to be strategic even if you know the numbers.
3. Relational – This is where communication is key – understanding what you want to share with others and what they are sharing with you. This is very different than being on the Operational side of things.
4. Role – You must be able to be clear and add value in your time allotted – and know where you especially add value from your skills, experiences and strengths.
5. Cultural – You must contribute the feeling that Executives can come forward to seek advice even if things aren’t going well and create that culture of collaboration.

As Charlotte Valeur, a Danish-born former investment banker who has chaired three international companies and now leads the UK’s Institute of Directors, says, “We need to help new participants from under-represented groups to develop the confidence of working on boards and to come to know that” – while boardroom capital does take effort to build – “this is not rocket science.

When?
NOW! The time is now for all of us to get involved in helping to create a brighter future for organizations and businesses that we care about (including if they are our own business – you may want to create a Board of Directors).

The Harvard Business Review gave great explanations of the need to diversify those that have been on the Boards to continue to strive to better represent our population as a whole. Are you ready to take on this challenge? We need you.

Continue Reading

Business News

Everyone should have an interview escape plan

(BUSINESS NEWS) A job interview should be a place to ask about qualifications but sometimes things can go south – here’s how to escape when they do.

Published

on

interview from hell

“So, why did you move from Utah to Austin?” the interviewer asked over the phone.

The question felt a little out of place in the job interview, but I gave my standard answer about wanting a fresh scene. I’d just graduated college and was looking to break into the Austin market. But the interviewer wasn’t done.

“But why Austin?” he insisted, “There can’t be that many Mormons here.”

My stomach curled. This was a job interview – I’d expected to discuss my qualifications for the position and express my interest in the company. Instead, I began to answer more and more invasive questions about my personal life and religion. The whole ordeal left me very uncomfortable, but because I was young and desperate, I put up with it. In fact, I even went back for a second interview!

At the time, I thought I had to put up with that sort of treatment. Only recently have I realized that the interview was extremely unprofessional and it wasn’t something I should have felt obligated to endure.

And I’m not the only one with a bad interview story. Slate ran an article sharing others’ terrible experiences, which ranged from having their purse inspected to being trapped in a 45 minute presentation! No doubt, this is just the tip of the iceberg when it comes to mistreatment by potential employers.

So, why do we put up with it?

Well, sometimes people just don’t know better. Maybe, like I was, they’re young or inexperienced. In these cases, these sorts of situations seem like they could just be the norm. There’s also the obvious power dynamic: you might need a job, but the potential employers probably don’t need you.

While there might be times you have to grit your teeth and bear it, it’s also worth remembering that a bad interview scenario often means bad working conditions later on down the line. After all, if your employers don’t respect you during the interview stage, it’s likely the disrespect will continue when you’re hired.

Once you’ve identified an interview is bad news, though, how do you walk out? Politely. As tempting as it is to make a scene, you probably don’t want to go burning bridges. Instead, excuse yourself by thanking your interviewers, wishing them well and asserting that you have realized the business wouldn’t be a good fit.

Your time, as well as your comfort, are important! If your gut is telling you something is wrong, it probably is. It isn’t easy, but if a job interview is crossing the line, you’re well within your rights to leave. Better to cut your losses early.

Continue Reading

Business News

Australia vs Facebook: A conflict of news distribution

(BUSINESS NEWS) Following a contentious battle for news aggregation, Australia works to find agreement with Facebook.

Published

on

News open on laptop, which Australia argues Facebook is taking away from.

Australia has been locked in a legal war against technology giants Google and Facebook with regard to how news content can be consumed by either entity’s platforms.

At its core, the law states that news content being posted on social media is – in effect – stealing away the ability for news outlets to monetize their delivery and aggregate systems. A news organization may see their content shared on Facebook, which means users no longer have to visit their site to access that information. This harms the ability for news production companies – especially smaller ones – from being able to maintain revenue and profit, while also giving power to corporations such as Facebook by allowing them to capitalize on their substantial infrastructure.

This is a complex subject that can be viewed from a number of angles, but it essentially asks the question of who should be in control of information on a potentially global scale, and how the ability to share such data should be handled when it passes through a variety of mediums and avenues. Put shortly: Australia thinks royalties should be paid to those who supply the news.

Australia has maintained that under the proposed laws, corporations must reach content distribution deals in order to allow news to be spread through – as one example – posts on Facebook. In retaliation, Facebook completely removed the ability for users to post news articles and stories. This in turn led to a proliferation of false and misleading information to fill the void, magnifying the considerable confusion that Australian citizens were confronted with once the change had been made.

“In just a few days, we saw the damage that taking news out can cause,” said Sree Sreenivasan, a professor at the Stony Brook School of Communication and Journalism. “Misinformation and disinformation, already a problem on the platform, rushed to fill the vacuum.”

Facebook’s stance is that it provides value to the publishers because shared news content will drive users to their sites, thereby allowing them to provide advertising and thus leading to revenue.

Australia has been working on this bill since last year, and has said that it is meant to equalize the potential imbalance of content and who can display and benefit from it. This is meant to try and create conditions between publishers and the large technology platforms so that there is a clearer understanding of how payment should be done in exchange for news and information.

Google was initially defiant (threatening to go as far as to shut off their service entirely), but began to make deals recently in order to restore its own access. Facebook has been the strongest holdout, and has shown that it can leverage its considerable audience and reach to force a more amenable deal. Australia has since provided some amendments to give Facebook time to seek similar deals obtained by Google.

One large portion of the law is that Australia is reserving the right to allow final arbitration, which it says would allow a mediator to set prices if no deal could be reached. This might be considered the strongest piece of the law, as it means that Facebook cannot freely exercise its considerable weight with impunity. Facebook’s position is that this allows government interference between private companies.

In the last week – with the new agreements on the table – it’s difficult to say who blinked first. There is also the question of how this might have a ripple effect through the tech industry and between governments who might try to follow suit.

Continue Reading

Our Great Partners

The
American Genius
news neatly in your inbox

Subscribe to our mailing list for news sent straight to your email inbox.

Emerging Stories

Get The American Genius
neatly in your inbox

Subscribe to get business and tech updates, breaking stories, and more!