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Author Topic:   Message from Ron at Mustangs Plus
66HIPO&more
Gearhead

Posts: 3528
From: SLC, UT
Registered: Jul 99

posted 08-09-2001 12:05 AM     Click Here to See the Profile for 66HIPO&more     Edit/Delete Message   Reply w/Quote
Ron emailed the following and asked that I post it here in response to the criticism (and praise) of the past few days.

To the mustangsandmore gang.
I read both the positive and negative things that were topics of discussion about Mustangs Plus today. To those of you who had positive things to say, thank you.
We try very hard at Mustangs Plus to treat our customers as we would want to be treated. After all, everyone of us is a customer, too. I try to remind my employees of this in our sales meetings and encourage them to keep it in mind when dealing with Mustangs Plus' customers.

To those of you who had the negative things to say about Mustangs Plus. I want you to know that those posts sparked a sales meeting after work, Wednesday, 8\08\01, where your comments were the topic of our discussion.
But I have a favor to ask of you. Before trashing my store to everyone on the internet, give me a call direct and let's see if we can't get the problem solved so that you're a happy customer and not bitter over the problem.

If one of my staff is rude to you, I want to know so that I can get in his face about it. If one of my staff lies to you, I want to know about it so I can REALLY get in his face about it! If you feel that one of my staff isn't doing his\her best to help you, I want to know about it so I can replace
them with someone who will. I don't need people working for me who drive customers away.

Saying you can't get ahold of me won't work. If you're a Mustangs Plus customer, you know that you can pick up the phone, day or night, and call my desk, direct. The number is (209) 944-1745 for those of you who aren't
Mustangs Plus customers. I'm either there or you can leave a message and I will call you back. Lots of our customers do it. The number is always printed in our monthly Newsletters, it's on our website and on most printed matter we send out. Or, you can talk to me face to face. I'm usually here
at Mustangs Plus from 8am to 6pm or 7pm, most days, unless I'm gone on a trip. Mustangs Plus' customers also know that my wife, Cindy, and I attend Mustang shows and events almost every weekend. In fact, we'll be driving our '65 Mustang to Salt Lake City next week for the Intermountian Mustang &
All-Ford Stampede, August 16th to 19th, almost a 2,000 mile round trip. We are always accessible at these events. So please, if there's a problem, complain to me!

The bottom line is this. Maybe you use the internet to just blow off steam.
That's fine. But remember, you also put yourself up for judgement when you
do. The other people always wonder, "Do they have a real problem or are they just being a crybaby?". And the other members, in the long run, will figure it out.

If you have a complaint, with Mustangs Plus, NPD, Mustangs Unlimited, or any other business, do us all a favor and complain to someone at that business who can cure your problem. If we\they won't, then shout it out
loud for everybody to hear, from the roof tops and on the internet! But at least give someone at the business who has, excuse the pun, the horsepower to help you, help you. And don't wait until the damage is unrepairable. Because then we both lose. Mustangs Plus, or the other vendors, a customer and a friend, you a place you want to do business with.

Ron

[This message has been edited by 66HIPO&more (edited 08-09-2001).]

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steve'66
Gearhead

Posts: 8754
From: Sonoma,CA,USA
Registered: Mar 2000

posted 08-09-2001 12:19 AM     Click Here to See the Profile for steve'66   Click Here to Email steve'66     Edit/Delete Message   Reply w/Quote
Ron,

You're absolutely right! If someone hasn't given you the chance to remedy the situation, then they should shut up and sit down!! Unfortunately some don't have the fortitude to voice their opinions face to face and these 'customers' are probably the ones you don't want anyway. It's called slander isn't it? Chill out folks,

SteveW

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71RESTO
Gearhead

Posts: 1320
From: Oregon, USA
Registered: Oct 2000

posted 08-09-2001 12:27 AM     Click Here to See the Profile for 71RESTO   Click Here to Email 71RESTO     Edit/Delete Message   Reply w/Quote
Glad to see you respond Ron!! I for one am always grateful when an owner or manager of a parts house is willing to take the time to try and remedy a situation in a fair and equitable manner. I only wish others would sometimes think things thru before blasting someone for something that may not even be in the parts house control.

------------------
Duane
71 Fastback (under resto)
73 Mach 1
89 LX 2.3 convertible
M&M Member #730

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mellowyellow
Gearhead

Posts: 6609
From: So. Fl.
Registered: Aug 2000

posted 08-09-2001 12:29 AM     Click Here to See the Profile for mellowyellow     Edit/Delete Message   Reply w/Quote
Well put, Ron. Thanks for taking the time to respond to that thread. I'll say it to you: it's because one of your guys took some time with me to answer questions that I'll buy from Mustangs Plus. Now!,if only the Ronster had rollup windows,and maybe a top, I'd fly out and drive that baby home LOL!! Love that car!!

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Dave Gibson
Moderator

Posts: 8708
From: Norfolk, Virginia, USA M&M#166 MCA#47921
Registered: Aug 99

posted 08-09-2001 12:32 AM     Click Here to See the Profile for Dave Gibson   Click Here to Email Dave Gibson     Edit/Delete Message   Reply w/Quote
Ron,
I must praise you and your efforts to keep the customers happy. You and Rick (NPD) have both gone above and beyond to help make things easier for all of your customers. I can honestly say that I have never ordered parts from your store, but I have done a lot of business with NPD and can not complain one bit about the service that I have recieved. Keep up great effort. It is well appreciated.

Dave & Terri

------------------
'65 Fastback Modified 289 4V, C-4 w/shift kit, dual exhaust, styled steal wheels, 2.80:1 limited slip rear, rally pac, A/C

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Doc
Gearhead

Posts: 466
From: Redwood City, Ca. USA
Registered: Jan 2001

posted 08-09-2001 01:19 AM     Click Here to See the Profile for Doc   Click Here to Email Doc     Edit/Delete Message   Reply w/Quote
Yeah! What Ron said !

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RICKS
Gearhead

Posts: 341
From: Ocala, FL
Registered: Mar 2001

posted 08-09-2001 09:11 AM     Click Here to See the Profile for RICKS   Click Here to Email RICKS     Edit/Delete Message   Reply w/Quote
Amen. It really is a matter of ethics. I recently had a Chevelle customer who had a tiff in Michigan, and proceeded to plow us on a forum first, then e-mailed me second. In my first reply I tried to gather all the info I needed to make a decision, and I also remarked that I was very disappointed that I was not first given the opportunity to make amends. Well, that REALLY set him off. How DARE I question anything to a customer?!? The gall!! Well, some folks just don't want to be helped. They enjoy screaming, and they want whoever they're screaming at to bend over and say "thank you sir may I have another?" U no who u people r.

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ccode67
Gearhead

Posts: 2582
From: douglasville,ga,usa
Registered: Mar 2001

posted 08-09-2001 10:31 AM     Click Here to See the Profile for ccode67   Click Here to Email ccode67     Edit/Delete Message   Reply w/Quote
To Rick and Ron, Your service is top notch, some people wouldn't be happy if you refunded 100% of their money AND installed the parts for them, the rest of us are very pleased to do business with you. Keep providing the service and 99% of your customers will be repeats, the other 1% can't be helped.

------------------
Stuart MCA #48902
67 stang 5 speed
91 f-150 xlt
98 explorer xlt sohc v-6

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sigtauenus
Gearhead

Posts: 2180
From: Far East, currently in Japan
Registered: Jun 2000

posted 08-09-2001 01:38 PM     Click Here to See the Profile for sigtauenus   Click Here to Email sigtauenus     Edit/Delete Message   Reply w/Quote
quote:
Originally posted by ccode67:
To Rick and Ron, Your service is top notch, some people wouldn't be happy if you refunded 100% of their money AND installed the parts for them, the rest of us are very pleased to do business with you. Keep providing the service and 99% of your customers will be repeats, the other 1% can't be helped.


I concur. I have had very good experience with NPD (I mostly lived on the east coast while buiding my car so didn't normally buy from west coast).

Rick and Ron, I think you've done more than your fair share in attempting to resolve these situations. As a long time hobbyist I appreciate your efforts and its apparent that you both really care.

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sigtauenus
Gearhead

Posts: 2180
From: Far East, currently in Japan
Registered: Jun 2000

posted 08-09-2001 02:26 PM     Click Here to See the Profile for sigtauenus   Click Here to Email sigtauenus     Edit/Delete Message   Reply w/Quote
quote:
Originally posted by RICKS:
U no who u people r.

ROFLMAO. Nice to see you have a sense of humor about this.

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SteveLaRiviere
Administrator

Posts: 42139
From: Saco, Maine
Registered: May 99

posted 08-09-2001 03:20 PM     Click Here to See the Profile for SteveLaRiviere   Click Here to Email SteveLaRiviere     Edit/Delete Message   Reply w/Quote
Very well said, Ron and Rick.

Mustangsplus and National Parts Depot are two of the best supply houses in the business.

------------------
'70 Mustang Mach 1 M code 351C 4V/FMX/3.25 open
'72 Mustang Sprint Coupe 351C 4V/FMX/4.30 Trac Lok
'94 F-150 XL 5.8L/E4OD/3.55 Limited Slip
'97 Probe GTS 2.5L DOHC
Ford. The closer you look, the better WE look!

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JAAZZY
Gearhead

Posts: 772
From: Bay Area, CA
Registered: Apr 2001

posted 08-09-2001 03:31 PM     Click Here to See the Profile for JAAZZY     Edit/Delete Message   Reply w/Quote
I started buying parts from MP about 10 years ago. No problems. No problems ith NPD either.

- Jas

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Fastymz
Moderator

Posts: 18143
From: Reno Nv USA MEM#1240
Registered: Apr 2001

posted 08-09-2001 05:13 PM     Click Here to See the Profile for Fastymz   Click Here to Email Fastymz     Edit/Delete Message   Reply w/Quote
Ron that was well said.I know you wont like hear this.But I did have had problems with your store.And no I did not talk with you.I did talk to a manager at least he said he was one.And my problem I feel was not handled the way I would of.I have ran a small store in Reno nv.for the past 14years.I do understand that you try hard to run a good shop.I also know how hard it is on you.When some one from your store dose a poor good with a customer.I know you can't please every one.The sales man that was helping me did not try to offer any help.He did get a manager for me to talk to.Which didnot go anywhere.The manager was more or less like tkae it or leave it.I dont need to cover all the details now,but I will say it was nice to see that you or some one from your Co.took the time to post a response to the negative issues.

------------------
65 coupe with a stock 1969 351w,RPM intake,carter625cfm,shorty hedmen hedders,black magic electric fan,stock C4,peg leg 8" 2:80,Boss 429 hood scoop.

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mustangs68
Moderator

Posts: 21889
From: Buckroe Beach Va MCA#39406 M&M #12 Member Mustang Club of Tidewater
Registered: May 99

posted 08-09-2001 05:25 PM     Click Here to See the Profile for mustangs68   Click Here to Email mustangs68     Edit/Delete Message   Reply w/Quote
Now if all American Companies large and small had Rons Mission Statment America would Be NUMBER ONE again!!!

Thank You Ron for replying.
sam

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kwazykat
Moderator

Posts: 7115
From: ...a wonderful place to be.... orange county... NC!!!! M&M member #92 .... a blue-oval GRRL-deluxe.....
Registered: Jun 99

posted 08-09-2001 09:36 PM     Click Here to See the Profile for kwazykat   Click Here to Email kwazykat     Edit/Delete Message   Reply w/Quote
i think mustangs plus is awesome, simply based on the fact my lil' M&M "mug" made it into your newsletter.... and when i called for copies, i got them right away!

i spoke with ford, and he was great!!


kaylin

------------------
the original GRRL...
ford true-blue-blood
62 fairlane 500 sports coupe, she will be my street-legal-drag-racing-machine (CHIKCOOP)
66 fairlane 500 4-door (waiting for a new home...maybe)
67 fairlane 500 ranchero (SPUNKY67)
carolina cougar club
cougar club of america
67 cougar: dan gurney special (KWAZYKAT)
69 cougar standard convertible (KATSMEOW)
84 F150 (TRUKGRRL)
the only polish on my nails is "ford grease black"
https://mustangsandmore.com/ubb/kwazykat.html

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mellowyellow
Gearhead

Posts: 6609
From: So. Fl.
Registered: Aug 2000

posted 08-09-2001 10:31 PM     Click Here to See the Profile for mellowyellow     Edit/Delete Message   Reply w/Quote
quote:
Originally posted by mustangs68:
Now if all American Companies large and small had Rons Mission Statment America would Be NUMBER ONE again!!!

Thank You Ron for replying.
sam


Sam: We ARE NUMBER ONE!

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mellowyellow
Gearhead

Posts: 6609
From: So. Fl.
Registered: Aug 2000

posted 08-09-2001 10:32 PM     Click Here to See the Profile for mellowyellow     Edit/Delete Message   Reply w/Quote
quote:
Originally posted by mustangs68:
Now if all American Companies large and small had Rons Mission Statment America would Be NUMBER ONE again!!!

Thank You Ron for replying.
sam


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sigtauenus
Gearhead

Posts: 2180
From: Far East, currently in Japan
Registered: Jun 2000

posted 08-10-2001 01:03 AM     Click Here to See the Profile for sigtauenus   Click Here to Email sigtauenus     Edit/Delete Message   Reply w/Quote
quote:
Originally posted by mustangs68:
Now if all American Companies large and small had Rons Mission Statment America would Be NUMBER ONE again!!!

sam


What did I miss here? Why are you saying we aren't number 1?

[This message has been edited by sigtauenus (edited 08-10-2001).]

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unklshu
Gearhead

Posts: 682
From: San Bernardino, Ca
Registered: Jul 2001

posted 08-10-2001 10:14 AM     Click Here to See the Profile for unklshu   Click Here to Email unklshu     Edit/Delete Message   Reply w/Quote
Thank you Ron for replying to the post. When I made read thate earlier post I was hoping that you or your staff would have read it and taken action. When you tell us that you had a meeting about it, it make me feel good to do business with you. Customer service is hard to get these days and if a customer is not happy and thinks a mistake or injustice has occurred, only the action taken by the boss will make the difference for future business.
Remember that most of us are very passionate about our mustangs(and I know you are). We sometimes push that passion onto your staff. Thanks again for responding to our post and for addressing our M&M member concerns.

A Mustangs Plus customer

joe

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