Trust Issues: A Personal Tale of CX Woes (and How Phoenix Can Save You from the Same Fate)
A couple of weeks ago, I was knee-deep in a problem that every car owner dreads: my car had decided it wasn’t going anywhere. But I wasn’t about to spend my precious day off sitting in some mechanic shop. Enter a small Black-owned business I found online—a mobile mechanic service that comes to you. Oil changes, tune-ups, repairs, all handled right in your driveway. It sounded like the perfect solution.
I did my homework. Checked their Google reviews, scrolled through their Instagram, and even peeped what people were saying in the comments. By the time I hit the “book now” button, I was in the consideration phase, ready to hand them my money. Spoiler alert: I probably should’ve slept on it.
Round One: The Fix That Sparked Hope
The first appointment was smooth. They showed up on time, got my car running again, and even gave me a heads-up about a connector that might go bad soon. They suggested I schedule a tune-up, which I already knew my trusty road warrior needed after years of cross-country trips. This was it—I felt good about this business and was ready to move into the loyal customer phase.
Round Two: A Systems Problem Waiting to Happen
For the tune-up, we handled scheduling via email. Everything seemed fine until I got a text the night before asking me to confirm my appointment. By the time I saw it, the mechanic was already late. They explained they weren’t tracking my appointment because I hadn’t replied to the text. Now, I’ll take my share of the blame for missing that text, but here’s the thing—why didn’t the email mention this crucial step?
Still, I let it slide. They showed up (late), got the job done, and my car was running better. But that connector they warned me about? It gave out a week later. Cue the check engine light and my husband describing the car’s noises as an “asthma attack.”
Round Three: Trust Takes a Hit
I scheduled another appointment, learned from my past mistakes, and confirmed via text like clockwork. But then Maryland weather threw us a curveball—six inches of snow. No big deal, we rescheduled for the next day. Except…they were hours late again.
This time, they quoted me two repairs. The first price seemed reasonable, but the second? They wanted $399 for a part. My gut told me something was off, so I called the dealership. Same part, $315. That’s an $85 difference, and the dealership is usually the most expensive option!
At this point, my trust started packing its bags. But it gets worse. After spending hours in my driveway, the mechanic tells me they brought the wrong part. And to add insult to injury, they wanted to charge me an extra $100 for a replacement they’d have to special order.
That was the final straw. I told them to put my car back together and left it at that. My husband and YouTube University saved the day, fixing the issue in 20 minutes.
Lessons Learned
Looking back, the business had so much potential, but they let it all crumble with poor systems and broken communication. Here’s what they could’ve done better—and what you can implement to avoid the same mistakes:
- Clear Communication: Let customers know upfront how your process works. If confirming appointments by text is essential, say that early and often.
- Trust and Transparency: Be upfront about pricing. Customers aren’t afraid to do a little research, and overcharging will cost you more than you’ll ever gain.
- Solid Systems: Invest in tools that keep everything running smoothly. From scheduling to customer follow-ups, automation and CX tools make all the difference.
Wrapping It Up: Key points to help you keep trust at every phase
Every interaction your customers have with your business is part of a journey—one that ideally leads to loyalty, advocacy, and more revenue. Let’s break down how my experience with this mobile mechanic service unraveled, phase by phase, and why their mishaps derailed my path to becoming a loyal customer.
- Awareness: I discovered the business through research, drawn in by the promise of convenience and the appeal of supporting a Black-owned company. At this stage, they had me hooked—strong branding and good reviews made them an easy consideration.
- Consideration: I did my homework, evaluating reviews and comparing their value to other options. I was sold on the idea of saving time and effort by having the repairs done at home. So far, so good.
- Purchase: When I booked my first service, I felt confident in my decision. Their pricing seemed fair, and their communication up to this point didn’t raise any red flags. The initial purchase stage went smoothly, setting the tone for what should have been a positive relationship.
- Delivery: The cracks started to show here. While my first experience was solid, subsequent appointments revealed major system gaps: missed confirmations, constant lateness, and a lack of transparency around pricing. Each mishap chipped away at the trust they had built.
- Retention: This is where they lost me. By the time the third appointment fell apart with a wrong part and a surprise fee, I wasn’t just frustrated—I was done. Their poor delivery at a critical stage meant I had no desire to continue the relationship or recommend them to others.
The takeaway? Customers don’t just magically become loyal. They move through each phase of the journey, and every interaction builds—or breaks—their trust in your brand. A stellar experience in one phase means nothing if another phase leaves them feeling misled or undervalued.
The Phoenix Difference
Phoenix, our custom CX GPT, helps you nail every phase of the customer journey. From ensuring smooth communication during the consideration phase to optimizing delivery and building trust in the retention phase, Phoenix gives you the tools to create a seamless, loyalty-driven experience.
Don’t let preventable mistakes cost you repeat business. Let Phoenix be the secret weapon that transforms your customer journey into one that consistently turns first-time buyers into lifelong advocates.
Ready to master every phase of the customer journey? Click here to learn more about Phoenix and start building the loyalty your business deserves.
And if you want all the details of this experience, Check out the video on youtube.
