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Refund? How About a Bat to the Head?

xrac

By xrac
in Customer Experience & Reviews

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xrac Grand Master

xrac

Posted
Posted

Refund? How About a Bat to the Head?

 

Refund...

 

Here is a different approach to customer service. I haven't tried this once yet but there has been a time or two I might have been tempted.



Joe Marconi Grand Master

Joe Marconi

Posted
Posted

Refund? How About a Bat to the Head?

 

Refund...

 

Here is a different approach to customer service. I haven't tried this once yet but there has been a time or two I might have been tempted.

 

I must admit there were times I felt like this guy, but actually taking a bat to someone? I don't know, this guy sounds nuts.

xrac Grand Master

xrac

Posted
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I had an interesting experience yesterday, a customer who wanted to short cut a repair (pad slap a vehicle instead of replacing the rotors) which we agreed to do. In our brake package pricing we include machining rotors. We never charge more to machine rotors as a part of pad replacement but we never charge less if we do not machine the rotors. The brake service I had quoted to this man also included a substantial discount under a promotion we have going. He then began to argue that we should charge him less because we were not machining the rotors and I explained to him why it was the same. Finally he relented and said go ahead and do it but he added "I will not be back." I just told him we didn't have to do anything and turned around and told the shop to just back it out which we did. He would have been the type of customer coming back in seeking a refund or with a complaint and would have wanted to use the baseball bat technique on him. Fortunately, we have a lot of great customers who do not mind paying a fair price for a repair and I do not have to put up with that type of customer.

Joe Marconi Grand Master

Joe Marconi

Posted
Posted

I had an interesting experience yesterday, a customer who wanted to short cut a repair (pad slap a vehicle instead of replacing the rotors) which we agreed to do. In our brake package pricing we include machining rotors. We never charge more to machine rotors as a part of pad replacement but we never charge less if we do not machine the rotors. The brake service I had quoted to this man also included a substantial discount under a promotion we have going. He then began to argue that we should charge him less because we were not machining the rotors and I explained to him why it was the same. Finally he relented and said go ahead and do it but he added "I will not be back." I just told him we didn't have to do anything and turned around and told the shop to just back it out which we did. He would have been the type of customer coming back in seeking a refund or with a complaint and would have wanted to use the baseball bat technique on him. Fortunately, we have a lot of great customers who do not mind paying a fair price for a repair and I do not have to put up with that type of customer.

 

You are right, like I always say; You can't be everything to everyone". Stay the course and you will be fine.

 

Was the customer's reaction when you refused to work on his car? I would have loved to be there to see that!

xrac Grand Master

xrac

Posted
  • Author
Posted

You are right, like I always say; You can't be everything to everyone". Stay the course and you will be fine.

 

Was the customer's reaction when you refused to work on his car? I would have loved to be there to see that!

 

He didn't really react one way or another which may have been that he was totally suprised at what I did. He never said another word. I have a feeling that he is a bully who is use to bullying people around. If I know anything internal he was probably kicking himself because now he had spent all of this time and trouble, had a fair price, from people he trusted, and now he has to start over. He probably wishes he had keep his mouth shut and he probably has a new respect for our shop. He sees that we are not hard up for business. If he goes to the wrong shop he will find this an expensive lesson.

Joe Marconi Grand Master

Joe Marconi

Posted
Posted

He didn't really react one way or another which may have been that he was totally suprised at what I did. He never said another word. I have a feeling that he is a bully who is use to bullying people around. If I know anything internal he was probably kicking himself because now he had spent all of this time and trouble, had a fair price, from people he trusted, and now he has to start over. He probably wishes he had keep his mouth shut and he probably has a new respect for our shop. He sees that we are not hard up for business. If he goes to the wrong shop he will find this an expensive lesson.

 

Hopefull he learned his lesson, but I don't know...A Tiger cannot changed its stripes.

  • 1 month later...
TheTrustedMechanic Community Regular

TheTrustedMechanic

Posted
Posted

I must admit there were times I felt like this guy, but actually taking a bat to someone? I don't know, this guy sounds nuts.

 

Did you read something different than I did? The linked article simply stated the customer wanted to return tires bought earlier in the day. How is that enough info for you to say you felt like this guy? Mad, mad enough to attack someone?

  • 4 weeks later...

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