Over the past few weeks, I have been working with Chris Gagne on a maintenance question. The manufacturer’s recommendations were not clear, and Chris needed to do some work to find the right answer. He consulted with your recently hired Yamaha expert, and together both of them told me that it would not be necessary to perform the maintenance at this time. I very much appreciated the straight answer.
I realize the difficult position that a service manager can be in, torn between producing revenue for the employer and their obligation to the customer. Clearly, Chris made the right call in this situation. It is a tribute to Chris, and to you, for fostering the attitude that the customer comes first.
Frank F.