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Too High Priced?


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I like both your stories and how they were both handled,

 

Joe, If a customer is given a detailed estimate and the work is performed in a timely matter and all was ok'd by the customer, then I stand very firm when a complaint on pricing occurs. These customers are not the ones we desire as business owners, they help pay the bills but......are usually more of a pain to deal with than they are worth.

 

I feel the blower guy was handled correctly also, I will swallow a little dia time to rid myself of a cronic complainer. I think your service manager made the best decision for your company.

 

Its a good thing there are enough good customers to keep our businesses afloat, dealing with the price checkers and the complainers constantly would put me to an early grave.

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Just wanted to add my 2 cents. When I first got into this business, 16 years ago, a wise man told me that not everyone who walks in your front door is a customer. That is why there are lots of other shops out there. Sometimes you talk politely, like the Ranger did, and invite them to go elsewhere. Sometimes it is just a personality problem. I have one customer who does not like to talk to me, but loves my partner. Doesn't hurt my feelings at all. It has always bothered me when people complain, after the repairs, about something that was explained and agreed to before.

 

The same man once told me, it is not how you handle the things you do well, but how you handle the problems that will ultimately improve your business. Boy was he right. If someone is upset, they will tell a lot of people. It is worth something to mitigate that.

 

Kelly Wilson

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  • Have you checked out Joe's Latest Blog?

         1 comment
      I am going to borrow a quote from billionaire, Warren Buffet, “The best investment you can make is in yourself,” This statement, while simplistic, speaks volumes. A shop owner is much more than a boss, a shop owner is a leader. And leaders are solely responsible for the success of their team. This means that you must work hard and commit to a life of continuous learning and improvement. It also means that if the team fails, a leader must always blame himself or herself for that failure and find ways to improve.
      For your business to flourish, you must invest your time and energy in understanding what your role is in your company. It also means that you must be committed to continually improving your level of competence. This does not mean that every task is your responsibility. However, it does mean that the buck stops with you. If your business is not where it needs to be, or you are looking for increased growth, then it is your obligation to do the hard work and set goals, have the vision, perform the research, and develop the plan to achieve your overall objectives.
      When you invest in yourself to become the best leader and the best businessperson you can be, others around you will feed off your energy and your passion. This sends a strong message to everyone on your team that you have what it takes to bring the company to the next level.
      One last thing, another obligation to your company is assembling the right team of people around you. Once you have the right people, you need to invest in them too. Find what truly motivates them, not what you believe inspires them. Be a coach to your employees and always strive to bring out the best in them. Be strong with your convictions and expectations, build strong relationships with your employees, and don’t be afraid of admitting when you drop the ball.
      While Warren Buffet is best known for making billions of dollars with his investment strategies, I want to believe that this quote has its basis in something that money cannot buy.
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