How Short Term Thinking Can Cost You a Lot of Money in the Long Term

Now, expectations these days of customer service are really high.

So, when it isn’t delivered, it just seems even more shocking.

My partner had a brand-new Mercedes Benz GLC delivered not long ago, after the delivery guy had gone, she noticed that the rear badge on the tailgate didn’t fit properly.

I saw it the next day, and I thought it was odd, mentioned it to her and she said that she’d seen it the day before.

So I took a photograph and just thought, they’d put the wrong badge on.

Which isn’t a problem, as I can nip into Mercedes Benz Shrewsbury at some point and get a replacement.

Anyway, three or four weeks later, I pop into Mercedes-Benz Shrewsbury, I park next to another GLC and notice that it wasn’t that the badge was the wrong one.

But the tailgate had actually been deformed by something pushing down on it, absolutely no damage to the paintwork or anywhere else on the rear of the car, just the tailgate.

I spoke to the mechanic at Mercedes-Benz Shrewsbury and he said that It must have been done in transportation, because the damage was so unusual.

I contacted TCH Leasing, and they contacted Mercedes-Benz Leeds, who provided and delivered the car.

Unbelievable, Mercedes-Benz Leeds turned around and said, there’s nothing on the delivery notes so it’s not their responsibility.

Wow, talk about hiding behind your T&Cs, even though I had supplied them with photographs from less than 24 hours after it was delivered, they weren’t prepared to help.

TCH Leasing were great, they immediately said not to worry about it, we’ll get it fixed.

However as far as I was concerned, Mercedes-Benz should have been fixing this, *Not* TCH Leasing.

I complained to Mercedes-Benz UK and eventually, Leeds came back and said, we’ll pay for fifty percent of the damage.

Which to me, is just incredible, their response was so short-sighted and I now feel so aggravated by them not just fixing it.

That I will never have a Mercedes-Benz on my drive again.

At the moment I also drive a Mercedes and we both replace the cars every three years, so you’re looking at seven cars over the next ten years.

That’s a quarter of a million quid in lost revenue.

Just because of some short-sighted thinking to save themselves a few hundred quid now.

This just think this demonstrates how short-term thinking can blind businesses to the long-term costs.

New Jaguar for me next time 😊

By Alan Adams

About 

As an award-winning business coach and bestselling author, Alan S Adams has helped hundreds of businesses across the UK to move from simply surviving to positively thriving. The publication of his second book Passion To Profit: 7 Steps To Building A Kick-Ass Agency and his third book, The Beautiful Business: Secrets to Sculpting Your Ultimate Clinic, sees him focus very specifically on creative agencies and aesthetic clinic sector, sharing advice and guidance with the potential to revolutionise turnover, client retention and overall growth. Alan was also recognised by Enterprise Nation as one of the UK’s Top 50 Advisors and APCTC Coach of The Year Finalist.

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