We’d like to take this opportunity to thank all our valued customers for returning year after year, and for referring so many hundreds of your friends, family and colleagues to us. We thank you for your kindness and support. Your positive feedback and encouragement further inspires us to keep doing better.
We are also grateful for negative feedback, because this shows us where we can improve. Negative feedback gives us the opportunity to make amends if we’ve made a mistake. As humans, we sometimes make mistakes. As humans, we can also apologise.
Every now and then however, we receive feedback (mainly on social media) that is hard to take. This is both disappointing and upsetting (hence my heated responses sometimes!). If there’s a genuine fault in our service delivery, we want to know about it immediately so we can listen carefully, respond politely and rectify swiftly.
It would be great, however, if these issues were brought to our attention first so we could make amends, explain or apologise. There are two sides to every story and every person is entitled to their opinion, including the opinion of the business owner.
We invest a lot of time, money, blood, sweat and tears into our business. Negative social media comments affect the whole team, who go the extra mile every single day to do their best for our customers. That’s why, when it comes time to share our side of the story, we defend ourselves rigorously and firmly – and sometimes, not politely. We admit that in a perfect world we’d keep our cool, but we’re in the business of cars, so we’re sometimes going to blow a gasket!
We will literally bend over backwards to make you happy. When necessary though, we’ll defend ourselves wholeheartedly and with passion. For that, we make no apologies.
We appreciate the support and loyalty of all our customers, and we look forward to keeping your vehicle, you and your passengers safe for years to come. For new customers who may read some of my comments, you may get the wrong impression. I’d encourage you to read our predominantly 5+ ratings.
Julian & Rebecca Mason