Yamaha 1300 Tourer - Yamaha 1300 Tourer Fansite

Yesterday I dropped off my bike at the dealer, and met my new service advisor, Fernando. I had never had this guy before, as can be the case each time I go (purchased the bike nearly 3 years ago). High turn-over seems to be the norm. He listened, reviewed the bike with me, and even listened carefully as I threw the "clunk" at him to see what he offered. He called me by name, told me what time to expect the bike and that he would call me. I left with a good feeling, in spite of the usual "we will call you" promise that never comes. I had come to loathe my dealer as many of us have.

To my surprise, I did get a call, albeit one to say they were behind working on it, and it would be ready by 5 pm instead of 2 pm. That was a first, and then he followed up later to let me know it was done for certain. When I arrived, he greeted me by name again, and told me he had done some research on the "clunk" but was sorry to tell me he could not find any tech bulletins for this. I was impressed. We shook hands and I told him that was the first time I felt like a valued customer EVER at their dealership. I thanked him for his good customer service and it made his day.

The only faux-paus for this near perfect experience was that the tech tightened my belt so much it was literally howling as I rode home. Needless to say, I had to drop it off this morning again, but Fernando was there, smiling and calling me by name again--and promising to call me when it was finished. I never doubted he would...

All this to say, that I hope it is the management that has had a change of heart. Maybe it's the economy; or maybe, it's just who Fernando is. Tell someone who has done a good job for you that they have, too often we only tell people when we are wronged, and not righted.