If you get this type of feeling, its time you find a service advisor!

[mspecperformance]

So I have my Service Advisor off to training for a few days in San Diego and that means I am manning the front end. I am pretty dang good at talking to people I would like to think but had to present some pricing to a customer and all he kept saying when a price for a job was given was, "Wowwwwwwwwwwwwwwwwwwwwwwwwwwwwww." I just realized how much I dislike talking to people in a Service Advisor capacity. Like I really can't stand it LOL. That is not to say I don't like speaking to my customers because I do. I just hate the daily grind of dealing with the one off customer that has unrealistic expectations that no one can meet. God bless all your service advisors out there. I am about ready to hire my second one just so I never have to do this again haha.

 

 

Moral of the story is if you ever have that type of feeling then its high time to get a service advisor! Make sure they are a people person too, that helps!!!

[John Pearson]

I am right there with you bro, I can talk to my customers all day about what needs to be done to their vehicle, what to do while your in alaska, and everything else under the sun. But as soon as its time to take someones money, or tell them how much their repairs are going to be I hate it.

[mspecperformance]

I don't necessarily mind asking for the sale however there are just certain people that cannot be pleased when it comes to dollars. They can be the nicest sweetest people but they cannot be parted with their money and its the most frustrating thing to deal with at times. I literally have no problem taking home a bit less if it means that I don't have to deal with that annoyance.

[Mario]

What was the wow quote on?

[mspecperformance]

Everything from $175 aux battery for his mercedes to $280 for rear brakes. Everything. It was unbelievable lol

[Bockauto]

These are the people that will never be happy. I have a few of them. The funny thing is they keep coming back. They also refer friends and family.

[alfredauto]

I don't have a lot of patience for that either. We can talk politics, we can talk about eastern Europe, we can talk about their car all day but the minute they suggest my techs time is worthless the conversation is over Its really quite simple - this is broke, it costs this much to fix it. If they "weeelll the guy down the road said..." I lean into the shop and say "put it outside and bring in Mrs smiths car" thanks have a good day. I'm busy, I don't have time to play lets make a deal. "How much cash no tax?" Yea right call Albany and apply for a tax # and ask for a refund at the end of the quarter.

[3PuttFever]

Got to love 'em all! We see about 300 cars per month at my shop and naturally we're going to have a few of them that don't like the prices. Like you've all said, it isn't worth discounting and fighting over. I have a bigger issue with folks who lean up against my glass walls watching their car like a hawk asking questions about what we're doing and why in a demanding and rude manner. Had a customer freak out about how we took off a spin on oil filter because whomever did it last time over-torqued it and it collapsed with the filter tool. We had to take him out there and show him all while he's cussing and yelling. After about five minutes of being patient and explaining I finally told him I can't have him freaking out in my shop upsetting my other customers and staff. 'I know what I saw and if I have problems YOU'RE going to fix them!", he yells. I walk up to him, look him in the eye and said "I know you think you know what you saw but your truck is going to be just great or I will fix it at my cost." He just stares back at me and I at him. When we finished I have the Tech put the car up in the air to show him nothing is wrong with his truck, nothing is damaged, everything is fine. He again persists with his line of doubtful questioning and I say, "I've already told you this but I will go through it again..." He calms down and apologizes about five times, comes back the next day for tie rod ends and couldn't be nicer. Says to me, "I'm from Brooklyn, this is how we are. Where are you from?" I'm from here in Iowa and tell him. "I'm not so sure you're not from Brooklyn, too." We laughed and we have a new customer.

[mspecperformance]

Got to love 'em all! We see about 300 cars per month at my shop and naturally we're going to have a few of them that don't like the prices. Like you've all said, it isn't worth discounting and fighting over. I have a bigger issue with folks who lean up against my glass walls watching their car like a hawk asking questions about what we're doing and why in a demanding and rude manner. Had a customer freak out about how we took off a spin on oil filter because whomever did it last time over-torqued it and it collapsed with the filter tool. We had to take him out there and show him all while he's cussing and yelling. After about five minutes of being patient and explaining I finally told him I can't have him freaking out in my shop upsetting my other customers and staff. 'I know what I saw and if I have problems YOU'RE going to fix them!", he yells. I walk up to him, look him in the eye and said "I know you think you know what you saw but your truck is going to be just great or I will fix it at my cost." He just stares back at me and I at him. When we finished I have the Tech put the car up in the air to show him nothing is wrong with his truck, nothing is damaged, everything is fine. He again persists with his line of doubtful questioning and I say, "I've already told you this but I will go through it again..." He calms down and apologizes about five times, comes back the next day for tie rod ends and couldn't be nicer. Says to me, "I'm from Brooklyn, this is how we are. Where are you from?" I'm from here in Iowa and tell him. "I'm not so sure you're not from Brooklyn, too." We laughed and we have a new customer.

 

 

Nice story! I think I would have fired him immediately... and my shop is a mile away from Brooklyn! LOL

[LynxStarAuto]

I actually like talking to people, and selling stuff. My issue is I love fixing stuff more. I find myself routinely getting too technical with customers and usually by the end of the convo they are out there floating by the moon, That is where my buddy comes in. He has a very direct, passive aggressive approach. I laugh at how stupid he sounds sometimes, and ppl are like oh ok! Yeah lets do it.