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Customer Steps Over The Line

Joe Marconi

By Joe Marconi
in Customer Experience & Reviews

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FROGFINDER Rising Star

FROGFINDER

Posted
Posted (edited)

A soft answer turns away wrath.Out of the mouth reveals the condition of the heart. This guy has issues in his life and was a tinder box waiting to explode. The report of bad new's with his car was the spark. I've had hundreds of people blow up at me over car problems. I would have thrown out many of my best customer if i would have listened to the evil rants. Come to find out they had cancer,lost a loved one, lost a child in 911, lost a job,etc. Send this man a christmas card today and pray for him. Don't let evil responses from people rent space in your head.

B)

B)

 

ps. I've kept tab's on people that have "blown up on me " I send them flowers, get well cars,christmas cards, called to check in on them etc. I HAVE SEVERAL THAT HAVE SPENT OR SENT over $50,OOO WORTH OF BUSINESS TO US over time..

Edited by FROGFINDER
Gonzo Grand Master

Gonzo

Posted
Posted

Four months ago a customer came to perform a brake inspection and look over the car for any needed services. It was a first time customer, referred to us by one of our regular customers. The car needed brakes and a few other minor services. Other than that the car was in very good shape. He seemed like a reasonable and friendly person.

 

He came back yesterday for an LOF and state inspection. The tech noticed that the right front wheel bearing was dangerously loose. When the service advisor called him, he blew up and started screaming at the service advisor, stating that we missed it four months ago. My service advisor tried to explain to him that this bearing was so bad, there is no way someone could have missed it. In fact, it was inspected by one tech and then handed over to another tech for the brake work and then re-inspected afterwards. He continued to yell and said not to touch his car.

 

When he came down to pick up the car and pay for the state inspection, he signed the credit card receipt and then threw the pen and the receipt at my service advisor! He then began his rant again. He went on and on and on. My service advisor said nothing, but tried to explain again the facts of the case.

 

I was not at work yesterday. I plan a Friday each year before Christmas to spend with my wife to finish up Christmas shopping and just spend the day together. My manager called me at night to tell me what happened. I called Mike, the service advisor who dealt with this guy, in the morning to first praise him for his professional conduct and get his take on the situation. I apologized to Mike to having to be subjected to that abuse but again praised him for his control and how he handled himself.

 

Here’s the kicker, as the customer was walking out the door, he turned to asked Mike how much the job would be. Mike gave him the price and the guy said, “When can you have it done”. I am sure Mike wanted to tell him, “When hell freezes over”. But, he remained calm and said, “Monday”. He said to keep the car and fix it!

 

Is this strange or what? Monday I plan on calling this person when his car is done and you know I will be the one handing his keys to him and collecting his money. And while Mike was very professional and did the right thing, I just might “persuade” this guy not to cross that line again with my people, because I don’t know how you feel, but no one has the right to disrespect others, no one!

 

Seen this before. I've tried lots of different approaches. The soft, "Thank you for bringing this issue up and we will be more than happy to take care of the problem." to "I am a professional, and cars are my business. Components and there related systems can and will fail without prior warning. Even with the best pre-inspections there is still a chance of a unknown failure to occur." and of course the responce, "Insulting my help is NOT the answer to getting service at my shop... please take your work elsewhere unless you have the decency to apologize to my staff. They could not foresee or prevent the problem but are very capable of making the repairs."

 

In each case the answer and outcome is different. For some people the more direct approach works, while others want the baby soft ... "awe, it'll be OK" approach. Quite frankly.... if this is the way they want to handle their car problems, chances are they will be like this every time they have another problem. I really believe that some people think a car should just go on forever and never... ever... effect their pocket book. (Oh, and by the way... that's usual what is shouting louder... it's the cost of the repairs as well as the unexpected expense that shouts the loudest.)

 

There's more fish in the sea, you just have to decide if this is one to keep or throw back.

Gonzo Grand Master

Gonzo

Posted
Posted

The fact that I was not there, puts me in an akward situation. I don't know how I would have responed if he had thrown a pen and the receipt at me. I don't think I would have said ok to doing the work on his car. BUT, the last thing I want to do is to second guess and judge the people I put in charge when I am not there. They made a decision and in time we wil discuss it. For now I will and must stand by my staff.

 

There are plenty of fish in the sea, I agree. It will be interesting to see how this guy reacts when he picks up his car. I am hoping that he apologizes, but we shall see.

 

Trust the staff ... they are your eyes and ears. I like to think my years of experience can account for a few "now here's how I handle it in the past" type stories... but ultimately... the staff has to make the decision based on the reactions they see in front of them.

 

I agree with ya Joe... stand by your staff and let the chips fall, or fish...

RyanGMW Explorer

RyanGMW

Posted
Posted

Did the guy pick up his car today? I would like to know how he/you responded.

In my experience, these people get upset and then are calm soon after and apologize. Nobody wants expensive car repairs the week before Christmas (or any other time for that matter) but you just have to be patient with them, let them talk and eventually you will have their money and hopefully respect as well.

I have yet to have a customer I couldn't talk down from whatever cloud they were floating on that day... These are usually the most satisfying times in this business!

mspecperformance Mentor

mspecperformance

Posted
Posted

Yes, he picked up the car and was nice as pie. He apologized to Mike, without an explanation. But, that's ok. We did not make a big deal our of it, but will be very carful in the future with him.

 

Thanks for asking!

 

 

For what its worth I would have probably mentioned that, "Sir we very much appreciate your business as we do with all of my customers however we do not appreciate with being treated with disrespect. We take great pride in calling ourselves professional automotive technicians and and the trust endowed by our customers in their vehicles and safety. If there was any way we would have known there would be a problem with the wheel bearing we would have caught it during the first." Something along those lines. Some people are just unreasonable... what can you do. Glad it worked out so far.

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
         0 comments
      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.

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