General Dtr
- Thread starter Twilight Johnny Atom
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General Dtr
I just hope they have employed someone to answer the 'phone!
..and e-mails!
..and e-mails!
What and return calls to people who want to spend money! Never...
Hehe - last time I spoke to Paul things were not looking great for them, business was quiet and bills needed paying - you would think that they would be calling old customers up to try and drum up business!
I would suspect that Coulsdon is cheaper than Mortlake,if they ever manage to sell the Lancia Aurelia B24S Convertible, that might raise some cash, although the Fiat 850 Sport Coupe is more tempting.
I don't like to hear of or see any Fiat garage struggle if they are truly worth their sorts.
I also know that garages have "in phase" and "out of phase" periods with respect to quality and customer care. Nobody is perfect.
If they are longer term poor performers then they deserve to die ASAP because they are only wrecking your car, bank balance and sanity.
For those with variable reputation (i.e. not 100% 5*) then these are really troubling times and I guess many are going to get burned big time by their past occasional below par performance.
Lets hope that for all of us this recession period ends with a really strong, good and viable collection of Fiat (new/classic/old) sales and services businesses that give us all good value, excellent quality etc. etc.
I also know that garages have "in phase" and "out of phase" periods with respect to quality and customer care. Nobody is perfect.
If they are longer term poor performers then they deserve to die ASAP because they are only wrecking your car, bank balance and sanity.
For those with variable reputation (i.e. not 100% 5*) then these are really troubling times and I guess many are going to get burned big time by their past occasional below par performance.
Lets hope that for all of us this recession period ends with a really strong, good and viable collection of Fiat (new/classic/old) sales and services businesses that give us all good value, excellent quality etc. etc.
DTR turn down lots of potential work becasue of the lack of good communication and a not so hot website. Dont get me wrong DTR do know the Barchetta way more then most and the world is a better place with them in it but the business needs a good sales person real fast.
Needs:
Much better website with customer forums
Better coms with Barchetta fan forum
Barchetta mods like engine work and styling
Turning up at the Barchetta meets
Special offers
Contacting Barchetta owners at service times
Garage open days / get togethers.
Picking up the phone.
Needs:
Much better website with customer forums
Better coms with Barchetta fan forum
Barchetta mods like engine work and styling
Turning up at the Barchetta meets
Special offers
Contacting Barchetta owners at service times
Garage open days / get togethers.
Picking up the phone.
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Shall I just send them the link to this page? Its constructive critiscm and it might just be that no one has told them!
xs
xs
I had a very long chat with the guy who owns the place (and his missus) about this last year, he seemed enthusiastic at the time and even let me leave a stack of FF fliers on the counter.
I tried to follow up my discussion with him via eMail a few times but got no response so eventually gave up and got back on with looking for a job!
I tried to follow up my discussion with him via eMail a few times but got no response so eventually gave up and got back on with looking for a job!
Actually I think they may be aware, I have found them to be miserable and offhand on the telephone and have told them so! As for sending e-mails, don't hold your breath waiting for a reply.
OP
OP
Twilight Johnny Atom
New member
Re: DTR
Paul's a nice bloke and very helpful - when you can get hold of him. I think the problem is pretty common in smallish businesses. They become very succesful and so busy that the previously good customer service suffers.
It's easy to think that because they are so busy the business will always be there but instead, because the staff are rushing around without the time to think, the goodwill of former satisfied customers is pushed to the limit by the lack of service and we go elsewhere because we think our custom isn't wanted there any more.
I did it recently. I needed a new clutch and previously I wouldn't have considered going anywhere but DTR - they've looked after my car since it came in to the UK. However, previous experience had shown how tough it can be to get hold of anyone there so I used a local clutch fitter and was very happy with the result. They also do reasonably priced servicing and MOTs so may well get all of my work in future.
From the look of this thread DTR have lost more than a few customers recently, and all for the cost of a decent receptionist!
Paul's a nice bloke and very helpful - when you can get hold of him. I think the problem is pretty common in smallish businesses. They become very succesful and so busy that the previously good customer service suffers.
It's easy to think that because they are so busy the business will always be there but instead, because the staff are rushing around without the time to think, the goodwill of former satisfied customers is pushed to the limit by the lack of service and we go elsewhere because we think our custom isn't wanted there any more.
I did it recently. I needed a new clutch and previously I wouldn't have considered going anywhere but DTR - they've looked after my car since it came in to the UK. However, previous experience had shown how tough it can be to get hold of anyone there so I used a local clutch fitter and was very happy with the result. They also do reasonably priced servicing and MOTs so may well get all of my work in future.
From the look of this thread DTR have lost more than a few customers recently, and all for the cost of a decent receptionist!
DTR need to take a few tips from The Ace Cafe.
Just to add to the above.
I have always had my car maintained at DTR and have been very impressed with their work. All work has been done to a high standard and a fixed price that has meant I have been willing to travel to take the car there.
I do however agree that they can be a bit slow to answer calls which can do them no favours when looking for new business.
I have always had my car maintained at DTR and have been very impressed with their work. All work has been done to a high standard and a fixed price that has meant I have been willing to travel to take the car there.
I do however agree that they can be a bit slow to answer calls which can do them no favours when looking for new business.
I too must agree with the last post - I always had good quality work, and the fixed prices are good to know. They know the B!
However, I stopped going because the last couple of visits were marred by poor customer attention.
I would consider going back if feedback from others was positive, but at this exact moment the B is parked approximately 2,000 miles away! It would have to be one hell of a service (in both senses of the word) to pay a visit any time soon.
However, I stopped going because the last couple of visits were marred by poor customer attention.
I would consider going back if feedback from others was positive, but at this exact moment the B is parked approximately 2,000 miles away! It would have to be one hell of a service (in both senses of the word) to pay a visit any time soon.
Standards in DTR have indeed gone down. Paul the owner means well but is often like a headless chicken. He just can't get the staff these days. I have had some shoddy work from them with a Fiat Coupe. It was shoddy workmanship with eye watering bill. So much for 'specialists'. I think this 'specialists' thing can be over played. Anyway, here's hoping the move to a new premises mean a new paradigm. I won't count on it. At least they are consistent with the Italian/Alfa Romeo culture of all style and little substance/reliability.
Just my two cents........recently ordered a ton of parts for my Barchetta from DTR. Service was great, order was shipped as per my request all the way to Canada without a hitch. My only observation is they need someone full time to man the phones.......
yul
. My only observation is they need someone full time to man the phones.......yul
Hello I'm Paul B, I work at DTR so I'm sure I've spoken to all of you. I'm sorry some of you have had bad experiences at DTR. We always try and keep our work to a high standard here and I do try to answer the phones as much as I can, but it's not always possible for me when I'm elbow deep in your engine bay.
I have read through all of your points and I'll be showing Paul DT this thread, to try and rectify as many of your gripes as possible.
I'll be coming back to this thread as much as I can to answer questions and try restore our reputation, it's always good to hear customer feedback as painfull as it is sometimes.
Paul B
I have read through all of your points and I'll be showing Paul DT this thread, to try and rectify as many of your gripes as possible.
I'll be coming back to this thread as much as I can to answer questions and try restore our reputation, it's always good to hear customer feedback as painfull as it is sometimes.
Paul B
Great response - that is superb paul
