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In my line of work I find that if I properly manage a customer's expectations from beginning to end, that even when things go wrong they are much more understanding when I'm honest with them. Obfuscation of the truth or flat out lying to a customer only causes more problems.
Ford isn't perfect, I know that. The fact is that anyone who goes through life always expecting perfection in themselves and in others will always be dissatisfied and disappointed.
If Ford tells me: "Your ETA is 10/30"
Then I'll expect it around 10/30.
But when we're coming up on 11/30 and Ford wants to play dumb about what's going on, well then I don't think it is outside the realm of reasonable to be thinking; WTF kind of amateur hour operation are these guys running that they can't communicate to me what the real status of things is...?
Now the proper way to have handled this would have been for Ford to tell me: "Hey we had small issue with about 12,000 trucks and yours was one of them. We're working to fix it, but it will be closer to 11/30 before your truck arrives.".
Now am I going to be disappointed, of course. However, I also live in the real world and realize "sh*t happens" and whether you're a big company, a small company, or an individual, you can only control so much.
At the end of the day I'll appreciate them being honest with me and resetting my expectations for my truck's delivery date versus leaving me in the dark guessing about whether some random widget broke or whether the truck fell off the car carrier while it was being loaded. One is no big deal the other is "holy sh*t". However, at this point it could be either one or something in between. The problem, from my point of view, is that without any insight into what's going, I have no idea what the hold up is or when I can reasonably expect it to be resolved and the truck to arrive at my dealer.
Managing expectations, managing expectations, managing expectations. That's a key factor to success in business and in life, and maybe I'm just old and naive, but it seems to me that this is a lesson Ford has yet to learn.
I have been calling them everyday for 2 weeks and just f ing with them because they won't tell you a thing, one day I Google Dearborn truck Plant and called every number I could find. We all need to call , Facebook, and twitter them all day everyday until they tell us what the holdup is. I wish I lived there I would be in there office until they give me an answer
I have been calling them everyday for 2 weeks and just f ing with them because they won't tell you a thing, one day I Google Dearborn truck Plant and called every number I could find. We all need to call , Facebook, and twitter them all day everyday until they tell us what the holdup is. I wish I lived there I would be in there office until they give me an answer
Finally! 1wk ago I took delivery on this '15 Lariat, 502A, FX4, trailer tow pack, 6.5' box, spray in bedliner-had my first order cancelled by ford back in Feb-no 8ft box!
Good morning, checking in to see if anyone has had their 2015 F 150 order held up like me. Ford calls it a Quality Hold. Ordered on 09/01/2015, Built 10/03/2015, Pending Transport 10/26/2015. Built at KC. Lariat Super Crew, Color Guard, 3.5 ECB, Moon Roof, spray in liner, 3.31 Rear, 6.5 Bed, FX package, Tow Package, Extended Range Tanks,
Hmm, POSUM35, mine was the same order date & practically the same build at the same plant & took delivery 11-13! First I'd heard of a " quality hold". Mine has no moon roof & ive read about some leakage "tests" being done before shipment, this could be the holdup.
11-22-2015, 07:15 PM
