NEW ORLEANS — How do your service writers and advisors handle it when an angry customer gets on the phone or in front of the desk and barks out demands and complaints?
These situations unfortunately come with all businesses, and learning to address them properly is key in keeping customers happy and maintaining your reputation. Margie Seyfer worked with some owners at ASRW on Wednesday afternoon to prep them with tools, phrases and approaches to defuse these situations as quickly and successfully as possible.
“Swearing is an anger igniter. Getting a customer to speak in more positive terms can turn a customer around.”
But how do you start? Seyfer suggested a handful of steps, starting with count to 10 before you speak. If you can’t make it to 10, get some numbers in. Second, ask permission to rewind. Phrases like this can help:
“I apologize. Could we just start over?”
“You know, your language is distracting me from helping you.”
“Would you please slow down? I’m taking notes.” Continue reading Dealing with #*%&$)!
We’ve all heard this old saying, but does it have any real meaning in the automotive world? Let’s listen to Senior Coach George Zeeks share his experiences in the trenches.
After spending more than seven years talking with and helping shop owners through their problems, I can firmly say that it definitely, maybe does have meaning. One of the biggest issues is responsibility, and so many people try so hard to avoid that particularly thorny issue. They begin to embrace the smoke and pray that the fire doesn’t break out.
We often know that we have problems in our shop way before they raise their ugly heads to become clearly visible. And the way they become visible in today’s world is on the Internet, as a bad review.
Are you hiding in the smoke? Maybe? Well then, read on.
Whose Fault is It, Anyway? Continue reading Where there’s smoke, is there fire?
Taken from: Source
OK, that’s not fair. Most people like you. At least according to a recent Consumer Reports Annual Auto Survey in which 73% said that they were either completely or very satisfied with their repair shop. I thought it interesting to look at the 5 reasons most often cited for dissatisfaction. Continue reading Why your customers don’t like you
I came across this article, it is written by an automotive technician explaining why your friendly technician and himself are NOT trying to rip you off when they make you aware of a problem or worn item on your vehicle. Having been in the industry for almost 20 years myself, I can personally vouch for everything he states, people will absolutely scream, insult and threaten you when you try to save their lives, or the lives of their children. There have been instances where I have had to call the local police and make them aware of an unsafe vehicles condition as the irate customer left my lot, with their 4 kids in the back and the vehicle having one working brake caliper and nothing else.
Continue reading Read something interesting the other day