The Customer is NOT Always Right
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By Joe Marconi
I will never forget the day when a customer, who didn't like the price, took cash out of his pocket, crumbled up the cash, and threw the money at me.
This customer clearly crossed the line, in my opinion.
Before I tell the rest of this "true" story, I would like to hear from you: How would you have handled this situation?
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By carmcapriotto
Daniel Griffith, Wally's Precision Auto Care, Las Vegas, NV
Key Talking Points
Finding, identifying, and connecting with the ideal customer and naming them (Jennifer and Clara)- what books are they reading? Who are they following on social media? What are their expectations? Build out each phase of the customer experience process, and look at the highs and lows What parts of the process are easy and what parts are hard? Simplify that down as much as possible If something's not working, change it. It's that simple Hiring new employees- asked his current employees what they like about their job, then used their words on the job descriptions “Culture eats strategies for breakfast.” The average tenure of his current team is over 12 years
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By Transmission Repair
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By Transmission Repair
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By Joe Marconi
The Elite Masters Service Advisor Training Course kicked off this past Thursday in San Diego! Service Advisor training is a key component in an auto repair's overall success. For more information: https://eliteworldwide.com/how-we-help/service-advisor-training/mastersprogram/?fbclid=IwAR3By8bBIWL22850aaDZKxTKsJGhh2FLI2L-CQ0N8t9ltLWjTn2qPG2-35g
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