Aiyo, I guess I'm still kind of a disappointment to Brem bah... I had a weird customer today, and being a 'kan chiong spider', i made mistake while serving them...
This customer walk in straight to our showroom, i approached them and asked one of them, wear red shirt... he gave me a very 'KL' look... ignoring me... i thought they were Brem's customer,so i just stand aside observin them as Brem in on his phone ( tot they waiting for him ma)... When Brem ended his call, he just shouted to me "serve la"... oh.. so the first mistake is, i made a wrong asumption...
I walked over to the other guys who sat in the Honda Civic Type R... I tried to ask for his name, but he refuse to tell me... He asked me abt the car, so i share with him, den he request the key to start the engine.. so i jus got him e key and let him start the engine.. this is another mistake i made... Brem looked at me shaking his head... he then walked over and told the customer that this car is actually sold, so request customer to assist to handle it with care... my mistake here is that i wasnt inform that this car is sold... But... he wasnt the only customer who request to star engine ma.. Some customer oso had e same request and the other colleague oso did allow that...
This guy then told me that he had a trade in car, ask me to check for him how much we can offer him.. so i told down his car plate & nric and proceed to the office to check for him.. i invited him inside to take a seat while i check for him but he simply refused.. so i went right in and check for him... but tt leaptop seems to have problem with me.. i couldnt print out the paper... My third mistake of leavin the customer outside ...
Brem came into the picture and asked my wat am i doing, how can i leave my customer outside lik that? My admin gal, Clara saw and offer me to serve the customer outside while i continue checking the trade in for him... Another mistake in Brem's eye.. I got an admin to serve my customer...
The trade in car is too new hence wasn't able to give a valuation.. Brem then went out personally to help me tok to the customer... after some effort, the customer took my namecard and went off... they say they will have to think thru then call me back..
After they left, i knew Brem is going to give me a de-brief.. I'm prepared for that...
so he shared all my mistakes... I admitted each of them and took note of each point Brem shared with me seriously... As u know, I'm some one who will tears easily de, so when Brem kind of 'tell' me my mistakes in those serious tone, i acknowledge each of them, but with tears rolling in my eyes..
I guess i got my mentor Jeremy in trouble too bah.. He was called in to the office by Brem and ... private session.. He came out later and asked me wat happen... so i shared with him wat i did.. i told him i tried to get info from the cust but could not get any, not even his name.. Jeremy said, i did the right thing, but it's e customer who is inco-operative, hence it's not my fault... then i told him, e 2nd mistake is I allowed the customer to start engine. Jeremy asked if i was there when he start the engine? Yes, I'm standing right beside him. Jeremy said if this is e case then I'm at no fault too, cuz i was beside him.. As for the part whereby i left the customer outside and went in to check the trade in valuation, Jeremy asked why i din approach any of them to help.. i told him cuz i see everyone else busy with others things, and i tot that it only take me less than a min to get the valuation done, didn't expect the laptop to have prob oso..
Overall, Jeremy shared that in this case, it's wasn't my fault for all these.. just that this customer is a KL one, incooperative with me.. He said it's ok abt all that, at least I have this kind of experience and i can learn form there, so in future, i will know how to handle such customer...
Though I know none of them blame me for those mistakes, in fact they identify my mistake and taught me the right way... I'm very much appreciate that... at least i know wat i did wrong and wat i should do...
Okie... though i am still blaming myself for those mistakes, i grateful for the lessons learnt today!
= Be cool, be steady, dun be a kan chiong spider !!! =
reported by : small eye Eileen (-v-)...
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