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.” Read more
“Let it go, we’re on top of a house.” That’s what Juho Hänninen’s co-driver told him when they rolled their Skoda off the road and onto someone’s garage at the San Remo rally over the weekend. Thanks Jalopnik
Jalopnik has a article about the upcoming 2014 Mustang. I’m a Chevy guy to the core, but man, some of these renderings are sexy. Check it out here.
This is an example of what it looks like when a customer continues to drive their vehicle with the brakes grinding. This doesn’t happen overnight, and if had been caught sooner, they could have saved themselves a larger repair bill. Read more