Similar Forum Topics
My successful dealing with a difficult customer- "I'm going to give you the best damn customer service you have ever seen!"By Jay Huh
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
By Joe Marconi
Perhaps one of the best ways to motivate employees is to give them regular positive feedback. Too often, employees only hear when things go wrong. And while we all need to know when we fail, it’s more important to recognize when things go right. People want to know when they win.
People also like to be included in on the progress of the company. It’s important that everyone in your shop feels that what they do really matters to the success of the company. This also promotes the right culture and builds a strong team.
Create a strategy where you give your employees feedback on their progress, especially positive feedback. Look for things you can point out that recognizes an action by an employee that resulted in recent success. This will help to reinforce the behavior you are looking for and will increase the odds of repeating that same behavior.
The feeling of accomplishment and being recognized for it is a powerful motivator in the workplace, perhaps stronger than money. People want to feel good about themselves. As shop owners, implement this strategy and ignite your workplace toward success.
Remember, your success is dependent on the success of the people around.
I need advice! We only have 3 employees and they treat the ground like a huge dumpster can. I have reminded them to clean up so many times and they will clean up once I tell them to, but they wont do it unless its gotten to the point that I HAVE to tell them to. Should there be some sort of discipline? What do you guys do?
So its finally happening, I've found a business partner and we are hitting th e ground a week from today.
Idk how many of you have been on reddit before but they have a section of the forum for business startups to essentially blog each day throughout the process. I am curious is there a place for that on this forum? Would anyone be interested in following me as I go through the process??
By Joe Marconi
Imagine two boys playing one-on-one basketball. They’re throwing the ball up, dribbling the ball, making moves, but not keeping score. Then one decides, “Hey let’s keep score.” What happens? We all know what happens. Both boys now play a lot harder; they pay more attention to their shots, they guard the other player with more intensity. They play with a goal in mind…the goal to win.
Your shop is no different. We all need to know how we are doing; what’s our score. If your employees don't know how they are doing, there is no incentive to win. And, it's not their fault. They don't know the score.
People are more productive when they receive feedback on how they are doing. Point out their accomplishments. Point out their progress. And most important, give everyone positive reinforcement.
One thing, don’t make everything about the numbers. If you work on the person and bring out their strengths, the rest will fall into place.
Show your employees their accomplishments, let them know their progress, and watch them win.