Big Bert's Thread [continued]

[beni23]

if this is how big bert's treats their customers then i'd rather bring my car some where else. there is a saying that customer is always right. and doing what you're doing in a public forum just brings your reputation down.

Kahit na gaano pa kagaling at kaganda ng services diyan kung ganian ang may-ari, nevermind na lang! I'd e even tell all of my friends na loyal customers.

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[BlackMagic]

Here is what happened based on my discussion with Willy and our crew:

Pipefish approached our shop around 11:30am. As he was slowing to a stop, Willy our supervisor approached his vehicle from the passenger side. He rolled down his window and Willy informed him that there are still 4 cars ahead of him and his turn will be at 1pm. He didnt reply so Willy then turned to attend to another customer who was calling his attention. Alex, one of our detailers then took over after Willy and asked, "Sir, ipipila po ba natin?" He just looked at him for sometime then looked straight ahead, rolled up his window and backed up to leave without saying anything. Accdg to Willy, he also heard Alex ask the question while he was on his way to the other customer. And accdg to both Alex and Willy, not even a word or a nod was given by Pipefish.

Then he posts on this thread saying there didnt seem to be that many cars. My initial interpretation is he is implying there isnt really a queue and the shop just didnt seem interested in accomodating him because of the nearing lunch break. Posting "And I didn't try to get him to break the queue, if there indeed was one." confirmed my interpretation. Malicious nga.

Giving the crew the silent treatment while being attended to and making it appear that the queue is dubious is just not what we hope every customer thinks they are entitled to.

[Pipefish]

Here is what happened based on my discussion with Willy and our crew:

Pipefish approached our shop around 11:30am. As he was slowing to a stop, Willy our supervisor approached his vehicle from the passenger side. He rolled down his window and Willy informed him that there are still 4 cars ahead of him and his turn will be at 1pm. He didnt reply so Willy then turned to attend to another customer who was calling his attention. Alex, one of our detailers then took over after Willy and asked, "Sir, ipipila po ba natin?" He just looked at him for sometime then looked straight ahead, rolled up his window and backed up to leave without saying anything. Accdg to Willy, he also heard Alex ask the question while he was on his way to the other customer. And accdg to both Alex and Willy, not even a word or a nod was given by Pipefish.

Then he posts on this thread saying there didnt seem to be that many cars. My initial interpretation is he is implying there isnt really a queue and the shop just didnt seem interested in accomodating him because of the nearing lunch break. Posting "And I didn't try to get him to break the queue, if there indeed was one." confirmed my interpretation.

Giving the crew the silent treatment while being attended to and making it appear that the queue is dubious is just not what we hope every customer thinks they are entitled to.

So you finally admit that no bribery happened. But now you're calling the absence of haggling the "silent treatment." Your word choices are unbelievably laughable and -- at the expense of being repetitive -- I must say only betray your being a total douchebag.

Here's what REALLY happened.

As I stopped in front of the shop, nobody seemed to notice me so I lowered my passenger window. I waited for about a minute and Willy approached. He asked me to come back at 1 p.m. I didn't hear him say there were four cars in line. He said "Ano." I didn't answer because I was thinking. He left. Alex asked if I wanted to leave the car. I asked: "May nakapila ba?" He replied: "May siyam sa pila eh." I hesitated a moment, nodded and said "Ah, OK." I left.

This is what I posted on the previous page of this thread: "I was also told there were nine cars in line, although I didn't see that many cars."

Now you've conjured "silent treatment," "dubious" and the concept of entitlement like a true dark magician. Bravo. Goes to show that at Big Bert's, the owner is always right. But I'm not surprised because you've proven yourself a complete douchebag. Goodbye!

[ano727]

I think both sides have already vented out their views... it's a good way to get rid of what they feel inside.

I think it's a typical case of miscommunications. Things like that happen to a lot of people in different circumstances. Lessons learned.

So, let's stop at there, and continue with more feedback and discussions.

Let's all enjoy a good day today!

Peace.

[sabawballs]

as ano727 stated, this is just a simple miscommunication and no need to bash each other :D relax lang mga boss!

I also went to BB Sucat yesterday around 11:10-11:15am but they were not entertaining customer already since as Erol said, "May nakapila pa boss and baka abutan ng lunchbreak, balik nalang kayo ng 1pm". Yes i was sad since i came all the way from Cavite and just to know that i can't have my car washed by that time. But since i know that those are the rules and Erol explained it to me well and knowing that he is apologetic, I just drove off and said "okay lang boss, next time nalang :D".

So i want to bring these questions also to BB, paano kunwari mga 11am palang puno na ang shop, talagang pwersado na ibalik nalang ang car by 1am? and by that time, sure na bang maaccomodate na agad since 12-1 ang lunchbreak, do the guys have enough time to finish the que?

But i do love the service BB gives. Hands down ako sa kanila kaya nga binabyahe ko pa from Cavite all the way to Pque. Malas nalang pag puno. :lol:

[crazy_boy]

i used to be a patron of BB as well, pero since mejo malayo din sila sa akin, sadly hindi na ako nakakadaan sa kanila.

question lang to blackmagic. im not sure if na-try niyo na, pero have you considered yung rotating lunch break? meaning hindi sabay sabay yung lunch break ng tao niyo para may gagawa parin during 12-1?

[joemarski]

I think both sides have already vented out their views... it's a good way to get rid of what they feel inside.

I think it's a typical case of miscommunications. Things like that happen to a lot of people in different circumstances. Lessons learned.

So, let's stop at there, and continue with more feedback and discussions.

Let's all enjoy a good day today!

Peace.

^ +1
I kinda enjoy reading the last 3 pages. What a way to start Mondays...
And the word for the week is "douchebag"...
Is that the same as "UL*L"???
Bato- bato sa langit... Tamaa'y huwag magalit... Ang masaktan ay pangit... Walang butas ang pu...
Peace... Peace... Peace...

[robot.sonic]

minsan din pag pumupunta ako sa BB araneta nagkakataon na lunch break. kaya hintay hintay na lang. ayaw ko naman magpalinis don sa katabi nila (both left and right side). Maganda nga kung may rotating lunch break na lang.

[BlackMagic]

We started with the rotation lunch break when we first opened shop. Initially, there were little issues. As the clients started increasing in number, thats when we realized efficiency was gradually compromised. Instead of having a half workforce for 2 hrs, we chose closing for 1 hr. Some of our crew share their lunch with each other while some go home. Others buy from nearby food stalls. Those in the 2nd shift usually arrive at the food stalls when most of the food is sold out. But one request from the crew hit us, "Salo salo po talaga kaming pamilya mula bata, baka pwede pong sabay sabay na rin kami kumain tuwing tanghali." So we decided to just have a common lunch break period for everybody. Hoping for your understanding regarding this matter.

[ano727]

We started with the rotation lunch break when we first opened shop. Initially, there were little issues. As the clients started increasing in number, thats when we realized efficiency was gradually compromised. Instead of having a half workforce for 2 hrs, we chose closing for 1 hr. Some of our crew share their lunch with each other while some go home. Others buy from nearby food stalls. Those in the 2nd shift usually arrive at the food stalls when most of the food is sold out. But one request from the crew hit us, "Salo salo po talaga kaming pamilya mula bata, baka pwede pong sabay sabay na rin kami kumain tuwing tanghali." So we decided to just have a common lunch break period for everybody. Hoping for your understanding regarding this matter.

We understand and respect this.

By the way, personal experience, twice I went to BB Ortigas and queue was quite long. Both times, I did not have time to wait so just went to another shop. No hard feelings as it's obvious that many cars were waiting ahead of me.

Also learned that 4-6pm is a lean time, twice I went there around that time and no queue.

[BlackMagic]

Thanks. No hard feelings taken. I would do the same if i were time constrained.

[Boy Bastos]

I think both sides have already vented out their views... it's a good way to get rid of what they feel inside.

I think it's a typical case of miscommunications. Things like that happen to a lot of people in different circumstances. Lessons learned.

So, let's stop at there, and continue with more feedback and discussions.

Let's all enjoy a good day today!

Peace.

Agree. Pero ang pinakalesson. Kapag kinausap at tinanong ka. Sumagot ka. Tapos ang problema.

Hindi yung magdadabog ka sa dito sa forum. Bakla lang gumagawa nun. Kung sabagay. :D

[Pipefish]

Agree. Pero ang pinakalesson. Kapag kinausap at tinanong ka. Sumagot ka. Tapos ang problema.

Hindi yung magdadabog ka sa dito sa forum. Bakla lang gumagawa nun. Kung sabagay. :D

Magbasa ka nga girl. Hindi ko tatagalugin 'yan para maintindihan mo. Bagay sa'yo 'yang pangalan mo. Apir. >>:->

[BlackMagic]

Pipefish,
Why was the adjective "malicious" given special scrutiny? Before i even posted that word, you wrote "And I didn't try to get him to break the queue, if there indeed was one." You were questioning the existence of the queue. Did you care to verify which cars were ahead of you? Publicly speculating without verification of something potentially damaging to our reputation is malicious in my opinion. Readers are being led to think that our crew is intentionally exaggerating the queue in order for them to get to lunch on time.

[renzo_d10]

i think there's nothing wrong with pipefish's statement. wala naman siyang sinabi na dahil hindi siya inuna, di niya na bibigyan ng wine. siguro kung ganun then obviously bribing yun, pero hindi.

having two bottles of wine to give for the boys is no different from a cash tip. i think yung wine, tip na ni pipefish yun, same as me when i give 20-50 pesos tip sa nagccarwash. mas galante lang si pipefish kaya wine binigay nya. bribing is different from tipping. bribing is giving someone something to get ahead of everyone else, tipping is giving something to someone as a thank you for a good service.

maybe pipefish assumed that walang kotse coz wala sya nakikita. malay ba niya if nakapark somewhere yun, di naman siguro nakapost yung "cars in queue are parked at bla bla bla" para malaman nya.

a little less on arrogance will go a long way.

my 2 cents

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[Pipefish]

Pipefish,
Why was the adjective "malicious" given special scrutiny? Before i even posted that word, you wrote "And I didn't try to get him to break the queue, if there indeed was one." You were questioning the existence of the queue. Did you care to verify which cars were ahead of you? Publicly speculating without verification of something potentially damaging to our reputation is malicious in my opinion. Readers are being led to think that our crew is intentionally exaggerating the queue in order for them to get to lunch on time.

You really don't get it, do you. I took exception not just to your imputation of malice. I found it offensive, first and foremost, that a business operator like you would insinuate that a customer would bribe his way into a car wash -- yes, a freaking car wash! Watda! >>:->

I also took exception to the overall tone of your replies which are very condescending. You're in the service sector and you need to understand that clients are entitled to their opinion. They're also free to express doubt and criticize your service, both directly and indirectly.

Commerce is not a dictatorship. You can't be too defensive when dealing with customers, much less take offense because you're supposed to be in the business of pleasing people.

I bet you didn't know that. And yes, I only insult people who deserve it.

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[jdjoeydean]

my friend have bad experience also in Araneta branch. After washing his car. there are some stains in the glass, i guess di napunasan ng maayos. My friend ask someone to please punasan ng mabuti. They guy said to him magkano lang biniyad ninyo. With this remark he said can i talk to the owner he said his the owner. After that, my friend umalis na siya. Told me he will never go back there again. Mas ok pa daw diyan sa Otis mag wash MG yata ang name forgot ko na. Share ko lang po. Peace!!!

[nivraarvin]

Pipefish was just sharing his experience with BB.

Pure facts based on his observation.

I am compelled to commend him for not breaking the queue for 2 bottles of wine.

Wow.

[BlackMagic]

Renzo,
Yun na nga eh. Malay ba niya kung saan nakapark yung mga kotse sa pila. Since regular siya dito, makikita rin niya na we have a list of the cars in queue. Without proper verification, publicly posting the assumption that the queue was made up puts us in bad faith. Eh sinasabi ko na nga sa kanya na most likely ganyan ang scenario kaya akala niya walang pila, sabihin ba naman na impertinent yung sinasabi ko?

Pipefish,
Like what i posted earlier, i never mentioned that you were trying to bribe your way. what i meant was "I was glad Willy did not voluntarily give special attention to you because you were going to give the boys wine. For him to do that he would have to break the queue." That is totally different from saying "you demanded special treatment". Tip or no tip, the service needs to be consistently up to spec with what the client paid for. I was just avoiding a previous incident of our crew giving preferrential treatment to generous tippers at the expense of lesser tippers.
I want to make it clear that I was offended when without proper verification, you state publicly that there might have been no real queue at all. I repeat, this leads readers into thinking that a fabricated queue was put up just so the crew can go to lunch early. That is potentially damaging to us thus i admit i am defensive about it. Just because we are in the business of pleasing people, we forfeit our right to be offended? and now dictatorship? I am also a customer and I am careful not to offend people on the other end.

For the personal aspect of your posts, you have PM.

[beni23]

You really don't get it, do you. I took exception not just to your imputation of malice. I found it offensive, first and foremost, that a business operator like you would insinuate that a customer would bribe his way into a car wash -- yes, a freaking car wash! Watda! >>:->

I also took exception to the overall tone of your replies which are very condescending. You're in the service sector and you need to understand that clients are entitled to their opinion. They're also free to express doubt and criticize your service, both directly and indirectly.

Commerce is not a dictatorship. You can't be too defensive when dealing with customers, much less take offense because you're supposed to be in the business of pleasing people.

I bet you didn't know that. And yes, I only insult people who deserve it.

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EXACTLY WHAT I HAVE IN MIND. The implications of his replies were (1) that the customers should humble down because they are the one in need, (2) that he is very rich and he does not need our money and (3) that we should not write down negative feedback about his shop, or else. Wtf? What happened to the motto "customers are always right"?

You just lost a loyal customer, where in if you only just said "I am very sorry for you experience. Be earlier next time sir and surely you will be accommodated" - I think you should save the quoted words in your notes, so that next time you can just copy and paste it.

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