My Anger Meltdown over Service Dept.

toedtoes wrote:

joshuajim wrote:

toedtoes wrote:

joshuajim wrote:
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.

The customer is NOT always right. Yes, it is best if the company employee can "hold out" while the customer vents and then find a way to appease the customer while protecting the business. But employees are people too. Sometimes the customer is simply too abusive, violent, whatever. Sometimes the employee is too sensitive. But for whatever reason that one interaction doesn't go smoothly. And sometimes the customer has learned that if they b!tch enough and make a scene they are likely to get extra. Abuse is abuse and should not be tolerated. A bad day can be brought down.

I have a co-worker who argues the "customer is always right". Every week she has a tale of how a business tried to rip her off and she had to get in their face to protect herself. But, if you let her keep talking, you will find out that she knew they weren't "ripping her off" - she just purposely misread the signage/agreement in order to get a better price. She has no concern about the person at the other end of her tirade - she just goes off on them "because when she worked retail, people did that to her all the time". She's even had her boyfriend come and argue with her for a buck. This is someone who has learned that customers must be bullies.

Yes, the customer is always right. That does not mean that the customer always gets what they want, but you have to listen, analyze and determine the best compromise in order to both satisfy that customer and retain them as a customer. Sometimes as a last resort you just have to say, I'm sorry but we can't do that.

Transmission business is probably one of the worst businesses for unhappy customers. Very few customers leave the shop "happy" about their purchase as they would in an appliance store. They car is a necessity and being without it is a hardship.

Apparently you have never owned a customer service business.

You are confusing "the customer is always right" with "the customer deserves respect".

The policy of the customer is always right is one that always gives the customer what they want.

The policy of the customer deserves respect is one that does everything REASONABLE to find a solution that will satisfy the customer while not hurting the business.

Simply by stating "I'm sorry, we just cannot do that", you are telling the customer (s)he is wrong but treating the with respect.

That line "the customer is always right" has turned into a policy of allowing customers to bully businesses and employees. The "loudest squeak gets the oil" is another that does that. Bullying is not acceptable at any time by any person. Any business that allows or encourages customer bullying of its employees deserves to go under.

Respect is a two way street. It's not just about how I am treated, but about how I treat others. You don't get it if you don't show it - regardless of what "special group" you belong to (i.e., respect your elders, the customer is always right, I'm the boss, etc.).