Scott, unfortunately it is pretty clear that this issue was easily manifested by ACA due to the fact that Pedders has such a large national base of stores, and there is bound to be a few bad apples running a few of those shows.
I'm unsure of the screening process that is undertaken when handing out a franchise, but i'm certain you don't carry out psych evaluations on all staff!
Also the fact that the outlets may be operated by a 2IC or 3IC if the manager/proprietor is away on leave/just out of the store/sick/etc.
A change of management brings a different outlook on how business should be carried out, for the better, or worse more often than not
I used to work for Jeff and then Lonny in the Mackay branch, and can positively say that Lonny was an honest operator, (had my suspicions about Jeff!) and the store did not benefit from any questionable selling. We viewed the exchange of parts for no good reason as common theft basically.
The support network was great to assist in any dilemmas and the Pedders philosophy was ALMOST spot on.
I say that because I can see how dishonest up-selling may have been viewed as Ok by some, if their interpretation of the guidelines was misguided, or they were just shonky operators. Offering bonuses to outlets in exchange for top sales is frought with danger.
It can be difficult for some of us grease monkeys to comprehend how to deal with a savvy talking customer, who simply does not understand the advisories made about future issues they may face with their vehicle. All they see is a large bill. That puts them offside immediately.
I think the training needs to be expanded more (if it hasn't been since '05)
to better prepare staff for these dealings. Also some possible ammendments to the Pedders technical guidelines.
Also these recent complaints I hope have been taken seriously and an active investigation carried out to check the integrity of the slandered stores and determine whether there are bad eggs within the organisation.
Also have you or an associate approached ACA to try to air a redemption story. Tell the other side of the story. Free plug. Kick Tracy Grimshaw in the head?
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