Thursday, February 17, 2011

Business Insights: Firestone / Bridgestone - Short Version

This is the short version of my review of a recent incident at a local Firestone Complete Auto Care Center. A friend had printed a coupon off the internet and gave me a copy. It was a great offer. I called and confirmed and then went to the local store. At that point the manager told me it was a "pirated" coupon. Maybe he didn't want to honor it, maybe he was mistaken. The point is he made me feel as though I was trying to "steal" from him. How was I supposed to know? And what is worse is that while trying to explain this to him, he allowed another customer to get involved. I left and complained online. The assistant district manager Stephen Lyons called me personally not more then 30 minutes later, before I even had a chance to bash the company on line. Then the store manager called back and apologized as well. Stephen Lyons was able to turn this review around 180 degrees. It was some of the most amazing customer service I have seen in a long time and I am very impressed with the way Firestone has handled the situation. I will post the full video with all of the people who called me as I was able to record some of the conversations. I want to say this was a perfect case study on how to properly handle a customer complaint and Firestone has shown a huge commitment that reflects on what I can only assume is an incredible corporate culture.

1 comment:

  1. Thank you for taking the time to post this video. It is only when we hear about experiences like this can we improve the way we take care of our customers.

    We also thank you for giving us the opportunity to make it right and to show you that even though things don't always go perfectly, that we are indeed committed to doing whatever it takes to make our customers happy.

    In business, it is about developing and keeping great relationships.

    Thank you for allowing us to show you how important our relationship is. If you have any questions, please feel free to reach us at

    Keep up the good work on the videos.