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My successful dealing with a difficult customer- "I'm going to give you the best damn customer service you have ever seen!"


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 Been reading a lot of books lately and one of the things I learned is that there are 4 different personality types. Assertive personalities respond best to assertive people which is why I answered the way I did. But yea long story short, customer comes in for brake diag, gets brakes done, we had to jump the car to get it started bc we kept trans in neutral to diag brakes to see if they're locking up. Anyway we let him know that and tell him that battery should charge by the time he gets home, which it should've.

Service advisor picks up phone call, angry customer, car wont start. He accuses us with "sabotaging the vehicle and doing something to his alternator. Goes on to say that he is calling the police, has friends at the police, contacting attorney general, coming to my shop and stopping people from coming to my shop, leaving bad reviews everywhere... drops a few f bombs here and there... anyway I try and explain the situation but he wont let me. Finally I say "John! (made up for sake of customer) If you want to call the police and the attorney, I'm not going to stop you, but if you want a SOLUTION to your PROBLEM which is getting your car started as soon as possible, I am your best bet. I'll see you in 20 min and I'm going to give you the best damn customer service you've ever seen! What's your address." more or less how it went.... gave him a jump, he said battery was only a year old.. sticker said 02/13 which made it 4 years old and corroded. Showed him, explained, and suggested he go to the nearest Autozone for a new battery and he did. He told me thanbks like 3x and apologized. I do understand the customers frustration tho, no starts are never fun

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Great Tire Deal
20 hours ago, xrac said:

Jay, you did a good job but your guys didn't do their job by letting the customer out of the shop and not properly identifying the condition of the battery. 

You are correct. We should've done a battery test and sold a battery. Customer wouldn't have been inconvenienced and we wouldve made money instead of giving autozone the business

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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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