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What Would You Do When A Customer Crosses the Line?

Joe Marconi
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  • Joe Marconi changed the title to What Would You Do When A Customer Crosses the Line?
weighit Enthusiast

weighit

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In my 10 years of ownership in my little business, I told a few different people to leave and never return. One guy started crying, begged and pleaded to please not ban him from the shop...I relented and said you give me one ounce of problem and your gone. He returned many times and was a perfect customer, I guess he really needed my services. A couple of guys I didn't chagre them for what I had done, and said your all done here, find another shop to take your money. I worked hard to give everyone the best possible workmanship for what I was charging and didn't I need a jerk to make the job any harder that it was. 

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  • 3 weeks later...
Jodie Newbie

Jodie

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I have several male customers who have stated openly to my face that they hate women or think they're stupid.  I usually tell them that shouldn't matter, because they aren't going to have to deal with any of my girl stuff anyway.  I have told 2 to get the heck outta our shop, and they did.  One keeps coming back.  So I told him he can keep coming back, but here are the rules...if he is insulting, I add labor because it takes work to put up with him.  (He thinks that's funny).  He kept it up, and I just started calling out numbers.  He asked what that was, and I told him that was the rising stupid tax I was adding to his bill because he is insulting the very person giving him an estimate.  Yes, he escalated it.  Turned into a standoff.  I also added $50 to the estimate.  When he was given the total, he was told that the extra $50 was added because of his abuse.  He laughed and had no problem paying it.  So hey, he thinks it's funny, I have thick enough skin to tolerate him, and I get to buy a new something for myself every time he's in, because he can't resist nasty comments about women.  I won't change him, but I can make it worthwhile!  (And no, $50 is not the going rate to insult me...shop joke now!)

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    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's Blog
         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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