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Joe Marconi

Would You Ever Fire a Customer?

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The customer is always right…..right? Well, not always.

 

For those of you who read my tips, you know how I feel about the importance to your business in creating world-class customer service. I will do just about anything when it comes to customer satisfaction. But there are things that transcend business. In the end, people are people and mutual respect between people must be observed and upheld.

 

In the thirty one years I have been in business there have been times when I had to tell someone to please leave and never come back. Those were the times when people crossed the line with either verbal abuse, asking me to commit fraud or perform a repair (or not perform a repair) that would jeopardize the safety of others.

 

Last summer I walked in the customer waiting room to find a first-time customer verbally abusing one of my service advisors. His car just failed the NY State safety inspection because of a cracked windshield. He was yelling and cursing because he stated that the windshield had been cracked for years and no other shop failed the inspection before.

 

I quietly walked over to him, introduced myself as the owner, gave him my business card, and said, “You owe my nothing for today’s service, leave now and please don’t ever come back”. He did leave in a huff, and my service advisor just shook his head.

 

Commit your business to world-class customer service. Be the best you can be and train you staff the same way. However, if you encounter a customer that crosses the line, it’s often best to part ways.

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