My successful dealing with a difficult customer- "I'm going to give you the best damn customer service you have ever seen!"

[Jay Huh]

 Been reading a lot of books lately and one of the things I learned is that there are 4 different personality types. Assertive personalities respond best to assertive people which is why I answered the way I did. But yea long story short, customer comes in for brake diag, gets brakes done, we had to jump the car to get it started bc we kept trans in neutral to diag brakes to see if they're locking up. Anyway we let him know that and tell him that battery should charge by the time he gets home, which it should've.

Service advisor picks up phone call, angry customer, car wont start. He accuses us with "sabotaging the vehicle and doing something to his alternator. Goes on to say that he is calling the police, has friends at the police, contacting attorney general, coming to my shop and stopping people from coming to my shop, leaving bad reviews everywhere... drops a few f bombs here and there... anyway I try and explain the situation but he wont let me. Finally I say "John! (made up for sake of customer) If you want to call the police and the attorney, I'm not going to stop you, but if you want a SOLUTION to your PROBLEM which is getting your car started as soon as possible, I am your best bet. I'll see you in 20 min and I'm going to give you the best damn customer service you've ever seen! What's your address." more or less how it went.... gave him a jump, he said battery was only a year old.. sticker said 02/13 which made it 4 years old and corroded. Showed him, explained, and suggested he go to the nearest Autozone for a new battery and he did. He told me thanbks like 3x and apologized. I do understand the customers frustration tho, no starts are never fun

[xrac]

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[Jay Huh]

20 hours ago, xrac said:

Jay, you did a good job but your guys didn't do their job by letting the customer out of the shop and not properly identifying the condition of the battery. 

You are correct. We should've done a battery test and sold a battery. Customer wouldn't have been inconvenienced and we wouldve made money instead of giving autozone the business