Botched Budget job

I just got off the phone with a customer that booked a job for the middle of the month with Budget. I knew about this job for about three weeks now. It was scheduled for a Saturday, which we are closed here at the Warehouse. I asked John, (Our Budget Rep.) three times to take care of it and re-schedule it with the customer. He never did. And I did not want her to come this Sat. To a closed shop, putting Box Brothers in a bad light. So when I looked and saw that STILL nothing has been done on this I called the Customer my self. This young lady, not only was not informed by anyone at budget about the Sat. pick up, but she was telling me how horrible Budget was treating her and messing up her order. The last time John was here helping me with a customer, that was the complete screwed up day, because Budget (Once
again) messed everything up with the customer, and this would of happened again. Today’s customer asked for the very same thing that the last customer asked for and that is a long seat in the cab that fits 3. Same thing as the first customer. John, told me that they can not ask for that nor can they schedule that because they have very few trucks with that type of seating. The first lady said that the Rep. on the phone confirmed it. As well did this customer. She WOULD of came here to find the wrong truck, and because she is picking it up from us, WE would of looked bad.
They gave her a lower price then what is on her ticket, so they miss quoted her on the price and they miss quoted her on the day and the days for renting. She told me that she was going to go to U-Haul, Well needless to say, I did my job, and We got the business. We will be moving her in July. For a better price then Budget. Better service, We do the work, not her. Not only did I act as damage control with Budget but I retrieved the job. Budget has, (And this is now the third time) horrible customer service. And that reflects on us. How many times that if I can’t do damage control will we be the ones looking bad, even though it has NOTHING to do with us. Is it worth doing what we are doing with a company that clearly cares about one thing, getting money at whoever’s expense. Is it worth having our service and reputation tainted, especially in these times that we need to do every thing to be on the top of our game. And to say this is a pilot program is a cop out. Because budget is screwing up orders and treating their customers poorly as their booking the orders before they even get routed to us. I personally do not think that we need to marry up with a company that clearly dose not put customer service first and have that bad mojo taint us. Not in these times.
Well anyways that’s my two cents.
I hope your happy that I booked the job.
And don't worry, She canceled the job with Budget telling them that her plans had changed. Never mentioning us what so ever. She called me back to personally tell me that as well as to to me how happy she was that I called her and how wonderful and knowledgeable we were. She is very confident that we will do a great job, loving my customer service.
I deserve a raise.........


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Thank You
Dave Collins
Box Brothers - Inglewood
310-419-6375
dcollins@boxbros.com