Truly Outstanding? -- rating the car dealer service department

So I took the car to the dealer's service center for the periodic oil change and look-over. And I got a note from the service manager saying I might receive a survey questionnaire from the manufacturer, and if I couldn't answer "Truly Outstanding" on the survey then please call him to discuss it. I read on a forum that the answers to those survey questions determine whether or how much they receive as a bonus, so I can see why they want the best reviews.

Sure enough, here came the survey in the mail. And it was a series of multiple choice questions asking for an evaluation about various aspects of my experience with choices like "Truly Outstanding ," "Very Good," "Good," "Fair," and "Poor."

Well, the coffee was fresh, the magazines were current, the service people were very friendly and helpful, and the oil change was performed satisfactorily. The manager even sought out an answer to a D-I-Y question I had, and he could have simply told me to just pay them to do it. (The question was about how to install an updated map DVD.)

Was it "Truly Outstanding?" I dunno. To me "Truly Outstanding" would have included a breakfast buffet, my own private waiting room with a computer and internet access, a few shares of the company stock, and a kiss on the cheek from Miss Texas.  Is that asking too much?

Anyway, I've misplaced the survey - I've looked everywhere. So by my own carelessness (a Freudian misplacement?) I've dodged having to make those difficult decisions, at least until the next time.

Comments

[Damien Franco]

I would find it hard pressed to say any service was "truly outstanding" if you just got what you expected.

I expect there to be a clean waiting room, fresh magazines, maybe a TV, sodas, all the stuff to make you feel at home.

I do think the DIY part does go "above and beyond" what one would normally expect so perhaps you could label it as "truly outstanding" but that's still a stretch.

At least your experience was good, but I think the manager put way too much pressure on the term "truly outstanding".

I think you would have been more apt to filling out the survey had that part been not mentioned.

Just a thought or two.

[Geo]

Right, Damien. It was very good, but "truly outstanding" is like 110% or 11 on a scale of 1 to 10. It may be an impossible goal.