CBRD customer service?

CBRD · Sep 19, 2009, 11:42 AM

I wanted to post here (although the admin's may feel a need to move the post)..

As we at CBRD continue to grow we wanted to touch base with the evom.net community and touch base on a few things..

our vendor rating is 100% on here.. however I feel that there are things that we can do much better... If you research us, you will see nothing but positive responses and that makes us very happy but I know that we can improve in many departments...

I am working to change our poor follow-up in some cases where it is genrally MY (chad- the owner) fault. We are a very small team, of only 3 full time people. Myself, Mark (our experienced race tech and in house brainiac) and Caleb (our sales leader for the dealership and media expert)...We also have part time cleaning help.

CBRD wouldnt be what it is without our dedicated team, so my hat is off to Caleb and Mark for their amazing work ethics and performance here on the job.

Generally the complaints I have heard are of our lack of quick responses to inquiries to service and parts... and that is MY department solely. I am making the transition of moving Caleb into a more performance oriented role of dealing with clients and following up on things I may not have the immediate time to do.

You all know us for our BBK turbo, gold foil, time attack cars, etc... but we are furthering ourselves in the realms of production and product lines so I want to improve on how we treat YOU our client.

please post your thoughts and your experiences so that I may find ways for CBRD as a whole to better serve you.

Thank you for your input.

sincerely

CHAD B
president
CBRD

McLaren F1 2003 · Sep 19, 2009, 11:53 AM

hats off to you sir. its not too often you see a company admit a fault they have, but its great to see you take steps toward a resolution.

Balrok · Sep 19, 2009, 11:58 AM

Well you know most of us are pretty demanding and spontaneous, so if you had some more dedicated sales people you could move product much quicker. Say you or Caleb wants to relax for 10 seconds or go on vacation for a week. You guys do great work, have great engineering, and put out a quality product from what i've seen so the end would justify the $$ up front for the extra help. Reminds me of Robi or Greg(gsc), great guys, great products, and great service...IF...you get them when you need them. Not all of EvoM is your friend and has your cell #

evoxsi · Sep 19, 2009, 05:19 PM

i realy dont think u can improve cbrd. u guys r top notch and everytime i stop by im treated with respect. every dumb question i ask chad is answered in a reasonable time. im a lucky one that if i realy need to have something answered or just want to get away from the house

i can just stop by and hang out for a little.

i think moving caleb into a performance position would help solve any response issues. the only thing would b to hire more help but good help is hard to find and its hard to justify the expense when ur trying to grow a company in this economy. although if u have more ppl u can get more done and get more time off

keep up the good work

cbrd ftmfw

Peter Tiebout · Sep 19, 2009, 06:23 PM

I had a chance to "test drive' Chads idea to have Caleb expand his duties more into the Performance division Thurs. when I had a question that needed an answer right away. Chad was attached to the dyno..Mark was wrenching..Caleb got my question answered, (he pretty much already knew the answer) and called me back in a very short time with Chads input. Then after Chad was released from the Dyno he also E-mailed me to find out how I made out. All you guys here that have been to CBRD's shop already know that these 3 guys are always busting a.. to try to get all our work done and the zillions of phone calls..billions of E-mails. And still treat you like a king if you show up there. Incredible company that seems to only get BETTER. Pete

logicrow21 · Sep 19, 2009, 07:20 PM

The sad thing in today's market place, is that customer "service" no longer exists. All too often we see companies that are quick to take our money but are sloth with problem resolution. The poor vision which allows them to continue to believe that as long as they have the product the public requires or desires then success for them will naturally follow. They however forget that there is more business than the exchange of funds and products, it's about keeping the customer happy and willing to do repeat business and recommending friends and acquaintances.

CBRD apparently gets it. It's not what happens today but also what needs to happen tomorrow. BRAVO

griffeyr · Sep 19, 2009, 07:31 PM

I've got a wonderful idea Chad...You could hire me hahaha lol

Seriously though, i've dealt with alot of shops with my eclipse, wrx, and now evo....I love the fact that you guys schedule the appts, so that theres not alot of down time...The only thing that really comes to mind is you need someone who is knowledgeable to answer the phone...You are quick about email, but getting in touch on the phone is like getting a bear not to **** in the woods lol....I hate talking on the computer, primarily b/c i have lots of ?'s, and im constantly coming up with new ideas....That would be the only thing i could think of...Other than that, CBRD is the best shop ive been too, and will continue business with u

jjm4life · Sep 19, 2009, 08:14 PM

my experience with my bbk has been nothing but positive. even with the issue i had, chad did a great job working with me to get it right.

i dont think you guys could be doing anything better with the manpower you currently have. it will be interesting in the future to see what you do in terms of expanding your product line, and how you handle your shop/dealership.

juts wanted to point out, you see threads every day for fp green/red turbos for sale. us guys with bbk seem to be extremely happy haha

tien · Sep 19, 2009, 08:25 PM

Yep, dealt with some crappy service here in S.D. Even some of those "Good vendors" that produce "good parts" are crap in customer service. They want to see money first then they'll talk. Only if you guy were in the west coast, i am sure i wont run into those prob.

Silver06evo9mr · Sep 19, 2009, 08:34 PM

You could hire me. No seriously for real. I would be there tomorrow. Seriously.

I would pretty much agree with everything said on here which i think is the only problem you have:

Getting back to people and answering questions faster. I have seen countless posts of people not being able to get ahold of you. Then you have to go and apologize to them. This could keep new customers from comming there that have no idea who you are or what they are missing out on.

Lets be honest your work, products, and customer service (after they get ahold of you) speek for itself. I dont think you guys have a problem ever losing business after someone brings their car to you guys. I wish you guys the best, your a great group of guys.

And seriously I'd love to come be the forth person at CBRD. Can i come interview monday?

griffeyr · Sep 19, 2009, 09:02 PM

Quote:

Originally Posted by Silver06evo9mr

You could hire me. No seriously for real. I would be there tomorrow. Seriously.

I would pretty much agree with everything said on here which i think is the only problem you have:

Getting back to people and answering questions faster. I have seen countless posts of people not being able to get ahold of you. Then you have to go and apologize to them. This could keep new customers from comming there that have no idea who you are or what they are missing out on.

Lets be honest your work, products, and customer service (after they get ahold of you) speek for itself. I dont think you guys have a problem ever losing business after someone brings their car to you guys. I wish you guys the best, your a great group of guys.

And seriously I'd love to come be the forth person at CBRD. Can i come interview monday?

hang on there cletis, i asked first

Silver06evo9mr · Sep 19, 2009, 09:14 PM

^ maybe they need two sales people haha.

MitsuJDM · Sep 19, 2009, 09:19 PM

Out of the 73498345 e-mails I've sent only 1 or 2 have either not been repsonded to or have taken a few days to be responded to. No big deal. It's expected when you're probably going through 5 gajillion e-mails a day.

I just can't believe how personal the service is and I can't imagine it being any better, seriously.

**chaotichoax** · Sep 19, 2009, 09:56 PM

your shop and staff are top notch...however, I think your staff size is hurting your ability to grow and progress in terms of production items

my only issue from what I've seen is lack of product updates...if it's not ready or you don't have any idea when it will be...don't release anything to the public

intercooler/clutch/bbk 2 info

all these threads were started saying this stuff was coming out but there is limited follow up

in your clutch thread there must be two pages of people asking questions about price and specs...then you post a few weeks later and say you are still testing it

o-townFLA · Sep 20, 2009, 12:27 AM

as in any relationship "communication is key"...

I was left on the short end of never receiving a response for a possible turbo purchase. Pm's and emails were never addressed so I thought you weren't interested, resulting in me going with another competitor...

But you guys were 1st on my list, if that matters...