I walked into Audi Fort Worth quite irritated at the - Smokey_the_Bear
I walked into Audi Fort Worth quite irritated at the inadequate Audi Customer Support department (this is not a part of the dealership).
Kirks McCoy came to the rescue. He remained focused on me the entire time. He listened intently. When interrupted by another employee with a quick question, he dealt with it in less than 10 seconds, then apologized for the interruption and explained what the side conversation was about; this is indicative of a very empathetic person. He’s quite intelligent, both regarding his products and emotionally. I’d be a hypocrite if I were to say I had his emotional maturity, as I’m not even in the ballpark. His body language indicated his deep care for his customers. But, if I were a bettin’ man, I’d venture to say he exercises this care with pretty much anyone he encounters, both in the workplace and out. He clearly indicated his understanding of my requests, proactively reassuring me that he understood the requirements. When there was a bit of confusion on an aftermarket product I have installed, he stopped the conversation to get clarification. Many others would have blown right past something like that - not Kirks. He is patient and understanding. Like seriously, he must have either been the Director of a mental hospital or has 12 kids. The patience of Job, this guy.
As some required resources were off for the weekend, we will have to finish up a few more steps next week. But, Kirks has committed to see it through. And thanks to how I perceive him as a person and a professional, I trust that he will do exactly that.
I didn’t spend nearly as much time with Tony Maloku. So, kindly keep that in mind if you are comparing my feedback on Tony against my feedback on Kirks. I probably spent maybe five minutes with Tony.
Tony stepped outside of his role at the request of Kirks in an effort to resolve my issue. At the time, he was working with another customer on what I presume was a purchase, or at minimum, a potential sale or a follow up with one of his recent customer deals. He walked away from what was likely a revenue-impacting engagement to help me with a customer satisfaction / technical issue. It was only a few minutes, as I said. But, this behavior shows me that he cares about all of Audi’s customer base and not simply the one about to fatten his check. This is all that I would expect from the Audi brand, if not more. Actually, yes. It’s more.
These two gentlemen are a stark contrast as compared to Audi Customer Support (again, Audi CS is not part of the dealership). Audi CS had all but destroyed Audi’s image in my mind. And believe me, my opinion of them is no different as of this particular moment. I digress. Know that Kirks and Tony have turned that opinion around, specifically with regard to the Audi brand.
You (whoever’s reading this) and I both know customer service has turned to trash. Entitled folks are everywhere. So many, not all, are concerned only with themselves. Part of the blame for the shift toward garbage support is on customers - a critical piece to understand. It’s the exact same primary symptom - pridefulness, selfishness, and an exaggerated sense of self and entitlement. Kirks and Tony “restored my faith in humanity,” not to be cliché. Fairness is the key we all need to bear in mind if we want to take out the trash, as it were.
I earn my living calling people out. I don’t perform my work in the shadows or by surprise. All parties know I’m there, they know what I do, and they know my focus areas. And what sets me apart from many folks that do what I do is that I call out the good also. And I (obviously) spend the same level of effort on that as I do the critical feedback. It’s crucial we spotlight the positives, and not with some lame [in my finest southern accent] “Awww. Thank ewe so muuuuch!” - with zero actual conviction.
Excellent, excellent job, Kirks and Tony!! Don’t forget to let some of the good in you rub off on others. :-)
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