My Anger Meltdown over Service Dept.
Today,I had a nice leisurely drive to the dealership where I purchased my travel trailer. I was just taking it to have the antifreeze flushed out of the water lines. All went well until I got home....
Forum Discussion
First off, I find a lot of the responses on this post to be condesending. Too many have implied that it’s a simple process and if you don’t know how to do it yourself “you are an idiot”. I don’t know the OP’s age or physical ability so this is a totally wrong premise.
Second, what ever happened to “the customer is always right”, the tenant for good customer relations and increased business. I used to own and operate a transmission shop. We would get customers that were very “angry” about their situation which could be costing them thousands of dollars and that they felt was not their fault. Sometimes it was and sometimes it wasn’t. BUT in any case, it was the service writers REQUIREMENT in my shop to calm the situation, explain to the customer what may have caused the situation, assure them that we would be doing everything possible to remedy the situation and move forward. In most cases just letting the customer vent and not responding until they are done calms the situation. Most people calm down after they have had an uninterrupted vent.
Finally, if one of my service writers hung up on a customer, that service writer would receive a day off without pay and I would cover their job for a day.
I had many repeat customers and referrals.
Second, what ever happened to “the customer is always right”, the tenant for good customer relations and increased business. I used to own and operate a transmission shop. We would get customers that were very “angry” about their situation which could be costing them thousands of dollars and that they felt was not their fault. Sometimes it was and sometimes it wasn’t. BUT in any case, it was the service writers REQUIREMENT in my shop to calm the situation, explain to the customer what may have caused the situation, assure them that we would be doing everything possible to remedy the situation and move forward. In most cases just letting the customer vent and not responding until they are done calms the situation. Most people calm down after they have had an uninterrupted vent.
Finally, if one of my service writers hung up on a customer, that service writer would receive a day off without pay and I would cover their job for a day.
I had many repeat customers and referrals.
