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<title>Does it have a heated windshield or not Mark Giammalvo</title>
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<center><big><big><b><i><font color="#3333ff">Giammalvo Files</font></i></b></big></big></center>
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<p><i><font color="#000000"></font></i></p>
<p><i><font color="#000000">Mark Giammalvo specializes in driveability
diagnostics </font><font color="#000000">at his family business,
Sam Giammalvo's Auto Sales & Service, Inc. in New</font>
<font color="#000000">Bedford, MA. </font> </i>
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<i><font
color="#000000">Mark, who has been with the business for
over 20 years, is an ASE Master Technician and Parts Specialist.
He also holds the ASE L1 certification, and has an
associates degree in business</font> <font color="#000000">management.
<br>
Mark is also a writer for Motor Age Magazine and is the past secretary of
the Alliance of Automotive Service Professionals, (AASP).</font></i>
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<b><big><big><big><big><big>Does It Have A Heated Windshield Or Not!?</big></big></big></big></big></b>
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<p><small><i><font color="#000000">(Printed in the Journal of The Alliance
of Automotive Service Providers, AASP) </font></i></small></p>
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<br>
Is it Friday the 13th? No, it's Friday July 31st, but maybe there's a
full moon.<br>
<br>
I just received a call from a customer asking me for a price on a battery
for a 1990 Mercury Grand Marquis V8. I asked if the car had ever been here
and the man on the other end said: "no". His tone of voice was aggressive.
I said that I would look up the price on the battery but I wanted to make
sure that the car actually needed a battery. I explained that we have seen
situations where a customer asks for a price on a battery, then they purchase
it, then 2 days later, the new battery is dead because a trunk light was
staying on or the alternator was not charging. He responded: "I just want
a price on a battery, I know its the battery". I said: "Ok, please hold while
I look up the correct part number so I can give you a price". I ran to the
stock room and looked up the battery in our catalog. There were three different
batteries listed for this car. One standard battery, one optional larger
battery, and one special battery if the car has a heated windshield. I looked
up the prices of all three in the computer then ran back to the phone. I saw
that my aggressive caller had hung up. Now, if I were smart, I would have
just forgotten the call. But no. I had just gone through the trouble to look
these up. Time is money right? Well, I'm just about ready to waste a little
more. I remembered that the call came in on line 2 so I dialed *69 to activate
Bell Atlantic's call return. A computerized voice read me back the callers
number. I called back my arrogant friend. I said: "Hello, this is Giammalvo's
calling you back with the information on the batteries". He seemed surprised
that I called him back but that didn't bother him. He was still greedy enough
to ask me what I had found for a price. I said: "I found the book lists three
different batteries for your car. Does the car have a heated windshield?"
Let's just say this guy was plain mad. He now said: "Listen, I just wanted
a price on a battery!" Now, my feathers were ruffled. I responded: "Listen,
the book lists three different batteries for that car...DOES THE CAR HAVE
A HEATED WINDSHIELD OR NOT??!!" He screamed back: "Don't bother I'm not even..."
I immediately hung up on him. As silly as it was, I wanted the satisfaction
of hanging up on him first. I don't really know what went wrong here. I know
that from the start he was in a bad mood and, was most likely, just looking
for the cheapest battery. In addition, I think he was expecting some kind
of sales pitch from me. That makes me angry because I was only trying to
help him out. I was only doing my job and a good one at that. I tried to
make sure he was not going to waste money on a battery he didn't need by
questioning him as to why he thought the car needed a battery. Then I wanted
to make sure that I researched the correct battery for his car by looking
it up in the catalog instead of just shooting a price from the hip. Looking
back now, it was a BIG waste of time.<br>
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