Candidate for executive/business coaching in how NOT to treat your customer: our local Toyota dealership.

Bought a 2008 Camry Altise off them two weeks ago under hubby's name (salary packaging).

First, they didn't give us the Cooling-Off document at the time of signing the purchase agreement.

Then when they delivered the car, it was without the VicRoads rego sticker, which meant hubby had to take public transport for 3 days while the car sat at home.

No dramas if this was SG, but we're talking about the outer suburbs of Melbourne where the bus comes once every 40 minutes, the bus and train schedules aren't in sync, and trains get cancelled suddenly or decide to stop two stations before your stop and you have to get off and take a bus...

Hubby was fuming.

What finally made him blow his top was when the salesman we dealt with said he'd just come back from a holiday (how's that relevant??), promised to get us the sticker by x hours (but never kept any of his offered deadlines), and had the cheek to suggest that hubby could pick up the sticker himself (said he was only joking to lighten the situation!).

At which point hubby YELLED at him over the phone.

I had the honour of calling the salesman in the afternoon, and kept calling till I'd nailed him down to agreeing to hand-deliver the sticker.

He finally did so last night, with many apologies. I told him it was nothing personal, but the customer service at his company was appalling. He tried to blame his colleagues for not covering for him thoroughly in his absence, claimed he'd conveyed our complaint to his GM and said he had told his GM that he wasn't happy because his clients weren't happy!

I told him I was holding him to account because he said he's a Christian.

I am considering making an appointment to see the CEO to present a proposal for sales and customer service coaching...