Quantcast
Jump to content


Would You Ever Fire a Customer?


Recommended Posts

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.

Link to comment
Share on other sites










Been there don't that... wrote the book, bought the t shirt... now just waiting to watch the movie.

 

if those Hollywood types wanted to make a reality TV series a Real reality TV show ... just go to a repair shop ... you'll get all the reality you'll ever need.

Link to comment
Share on other sites

if the customers in the shop are half as bad as they are in the parts store. I would throw a few threw the window. You can do everything in your power to make someone happy. And they are still not happy. Or they are just plain ass hats,and cause trouble on purpose

Link to comment
Share on other sites

  • 3 months later...

Exceptional customer service is all about creating a great relationship with your clients. Sometimes there are relationships that just don't work out. It's the opposite of a win/win.

 

If the customer is always unhappy or a pain in the ass and the staff all growl when they see this person's name on the schedule then it's time to 'break up' or 'fire' said customer.

Link to comment
Share on other sites

You know, it ain't like Will Rogers said, "I never met a man I didn't like." He never had to deal with them as a customer.

I know what ya mean, and there are a lot of people that I don't want to ever see again as a customer.

 

thanx for your comments. keep them coming. Gonzo

 

Exceptional customer service is all about creating a great relationship with your clients. Sometimes there are relationships that just don't work out. It's the opposite of a win/win.

 

If the customer is always unhappy or a pain in the ass and the staff all growl when they see this person's name on the schedule then it's time to 'break up' or 'fire' said customer.

Link to comment
Share on other sites

I fired one last week and I don't want to ever see is him at my shop again. Eight (8) months ago we install a timing belt/water pump on his 2.4L Chrysler. He had started experiencing an overheating problem and thought it might be the water pump. We checked it out and didn't find a problem with any of our work but we did find it to be low on coolant. We also found that one of the dual cooling fans was not working. After repeated drive cycles we also discovered the radiator cap was bad. We think the coolant lose was from the radiator cap coupled with the cooling fan problem and the onset of hot weather. We did not do any repair other than install a new radiator cap although we spent considerable time looking at the car. When he came to pick up the car we told him to take the car and drive it and if the problem was mostly remedied (coolant lose) to come back in and pay for the radiator cap. That would be the total charge. No diagnostics, no labor, etc. He went off on us and got real nasty. He thought because we did $600 worth of work in August that that should fix all of his cooling related problems. He got me real upset. I finally took the new radiator cap off and put the old one back on and told him to get lost. All the time he is yelling and talking better business bureau, lawyer, and such nonsense. He was a minority with a sense of entitlement and evidently bullied a lot of people to get something for nothing but it don't work with me or my Army Ranger Service Manager. He is a stupid loser in my book.

 

Frank, I have been down this road too many times. I even hate to speak about this, because these negative things we go thru eat us up and as everyone knows, I like to be positive in life.

 

Imagine someone spending a lot of money for a meal at a resturant and after a few hours gets hungry again....you think that guy would run back to the resturant and complain that he spent a lot of money on the meal and he got hungry way to soon? Sounds crazy? Well that's what it's like for us in this business sometimes.....Crazy!

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Similar Topics

    • By Joe Marconi
      The Summer is in full swing, a time when many people take vacations and also spend time engaging in their favorite hobbies and activities. 
      How do you spend your free time?  
    • By Transmission Repair

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • 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? 
       

    • By Joe Marconi
      I thought this article from Ratchet and Wrench was an interesting perspective. Let me know what you think?  Joe Marconi 
      Is It Time to Raise Your Labor Rates?
      May 27, 2022   Nolan O'Hara   No Comments With increasing costs and rising inflation, many shop owners realize it may be time to raise their labor rates. But it’s always a battle. 
      There are several factors to consider, including customer satisfaction. Every shop owner needs to keep their pulse on the industry and make sure they're running an effective business, but when do you know, and what steps should you take when you’re considering raising your labor rates? 
      The Backstory
      Andy Massoll, founder and CEO of The Detroit Garage, has been working in the auto industry for over 20 years. His father opened their first store, Curt’s Service Center, which Massoll still operates as part of The Detroit Garage auto family. 
      Massoll understands the battle shop owners go through when considering raising their labor rates. He also knows there’s a misconception in the industry that gets a lot of shop owners into trouble: the difference between a door rate and an effective labor rate. 
      The Problem
      It’s difficult to run a shop, and it’s certainly not easy to find and keep professional technicians. It’s vital to know your numbers. Massoll bases his labor rates on his effective labor rate, analyzing his wages and costs. 
      Massoll says understanding your effective labor rate is critical and provides a better insight into your true costs, including the costs of obtaining and keeping your skilled labor. 
      “If I can’t obtain or retain (professional) talent … that is when, clearly, I need to pay more,” Massoll says.
      Shops need to control rates to balance customer expectations and run the business.
      The Solution
      Massoll keeps a close eye on his shops’ productivity. That means understanding how many billable hours your shop is producing and comparing the number of hours worked. 
      Understanding where your productivity is at is crucial in determining raising your labor rates. 
      “You can’t begin to make an educated guess on what (the) labor rate you should charge is until you truly know your labor costs,” Massoll says. “And it’s hard to know your labor costs if you don’t understand and know your labor proficiency or productivity.” 
      Close supervision is key, but you don’t need to write it all out on a whiteboard. Massoll uses a software program to make sure he has a keen understanding of his shops’ productivity. Their goal at The Detroit Garage is to always be at 100 percent productivity overall. That helps Massoll understand when it’s the right time to raise his rates. 
      Additionally, Massoll is on top of his numbers. He spends time in the weeds, analyzing his total number of labor hours and the labor dollars they sell per store over a month, comparing that to his employees’ wages, and understanding the true costs of his business.
      Massoll knows when it’s the right time to raise those rates because he’s spent the time analyzing his numbers, working to keep on top of a gross profit goal of 70 percent to 72 percent on labor. 
      The Aftermath
      Eventually, there comes a time when it’s necessary to increase those rates, and Massoll has done so fairly recently. 
      Economic factors are also important to consider—factors like rising parts costs and inflation. As inflation soared to around 7 percent in 2021, Massoll gave all his employees a 7 percent pay rate increase to counter that economic influence. Because of that, he increased his labor rates.
      The Takeaway
      With prices going up everywhere, Massoll’s biggest piece of advice for other shop owners is to charge appropriately for your work. 
      He says too many shop owners think of the decision emotionally, wanting to help their customers. Massoll acknowledges it needs to be a factual and calculated decision. 
      Massoll notes that he once had a long-term customer come in, who, when he paid for his bill, asked, “That’s it? That seems too cheap.” 
      Massoll explained to him that he was a good customer, and Massoll wanted to take care of him. The customer told him, “If you don’t charge me appropriately and be profitable in your business, and you go out of business, how does that help me the next time I need your service?”
      That’s a lesson that’s stuck with Massoll through the years. 
      “This industry is full of very good people; our business is in helping people. People have car problems, and we help them,” Massoll says. “But we do that for a monetary exchange. And too many business owners run their business with their heart, and when it comes to business, you have to be profitable.” 
       
       
       
    • Heavy Duty Parts Fleetcross
    • 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  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partners:
             
      Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

      More Time. More Profit. Transform your shop at getshopware.com/carm


      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors


Find your domain and create your site at Weebly.com!


Find your domain and create your site at Weebly.com!


Find your domain and create your site at Weebly.com!

×
×
  • Create New...