Quantcast
Jump to content

Recommended Posts

Posted

Same Time-Same Station

After a simple repair, that for the most part had no real hiccups in it, the next day I received a call from the customer. The caller didn't waste any time chewing me out.

 

"What did you do with my radio?"

 

"Excuse me, is this about the car that was in yesterday?"

 

"You know which one, the one you stole the radio out of."

 

"Sir, I don't have your radio. I have no reason to take things from your car. I just…," he cut me off before I could finish.

 

"I know how all of you guys work. Now, if I don't get my radio back today I'm calling the cops."

 

"You might as well call them. Maybe they can help find your radio, because I can guarantee I don't have it."

 

"Fine, I'll see you in court!"

 

Ah yes, the old "I'll see you in court" routine. When yelling, cursing, and screaming doesn't get the job done, let's try the second stage of threats. You know, I've been at this car repair business for quite some time, and this isn't my first ride on the back of the turnip truck. I've been down this bumpy highway before, and I've got the bruises to prove it. I'm not going to get all excited over this vanishing radio, because these things always find their own way of working out. It could be this guy just has his AM and FM signals crossed up and 9 chances out of 10 there's always some explanation to the whole thing. At this point, I can't do anymore than tell him the truth… I don't have it. If these irate callers would turn their volume down just a bit, and check to be sure they're on the right station maybe things would come in a lot clearer then they might find their answer.

 

"Why don't you bring the car by, and I can take a look at it. I might be able to do some detective work and determine what might have happened to the radio."

 

"Oh, you just want to slip it back in the car while I'm not looking, so I won't call the cops."

 

"Sir, I can't help you if you don't bring it in. Once it's here I think we can get to the bottom of this."

 

Right now all he wants to do is act like this is some sort of radio call in show and vent at somebody. Since I'm the guy on the other end of the phone, I guess it's my turn. The only difference is I don't have the 5 second delay before all his ranting goes out over the air waves… It's coming to me "Live --- On the spot -- broadcasting". Click, goes the phone, and my radio debut has ended with the smoke still filtering out of my telephone receiver.

 

Later that day the "talk-show-wanna-be" called back. He still sounded upset, but he was going to let me in on a little secret. In a very angry tone he told me his son had removed the faceplate to the radio and stuck it behind the driver's seat. (His son didn't want anyone to steal his precious tunes.). But, of course, he didn't bother to tell disc jockey dad anything about it.

 

"I'm glad you sorted it out sir, at least it saves you a trip back to the shop," I said, relieved that I was off the hook, and maybe now my ratings would start to go back up.

 

"That doesn't mean I'm ever coming back to your shop anytime soon," he said in a harsh and threatening way. Click, went the phone again, no apology, no thanks for trying to help out … no… nothing. So much for my ratings….

 

In a way, I'm glad he took the time to call me, and let me know the radio face plate was found. I'm sure it's more of a personal embarrassment to him that he accused me of doing the deed before checking things out on his own.

 

Then again, guys like this usually tend to be like this about everything they do. More than likely they do the same thing at a restaurant or other public places. Telling me, "I'm not coming back to your shop" sounded more like this long time listener-first time caller just didn't want to admit to it, or say "I'm sorry"… Hey, that's fine with me, I'm used to it. I can bounce back and be ready for the next caller.

 

I'm not happy about losing a customer over something like this, but I'm more relieved this radio program has started to roll the closing credits. I'm sure my ratings will improve with the next job. As hard as I try, I can't win them all. I just wish I could "Click" these demons of the air waves off the air rather than listening to their badgering remarks when I know none of it is true.

 

It's time to end this broadcast and get on with the next job. Sure would be nice to deal with a customer who's not so eager to accuse me of something without checking their facts first. Oh, they'll be another crackpot caller sooner or later, you know there will be, there always is.

 

So, if you're looking for the guy on the other end of the phone, look no further,

I'll be right here…. Same time, same station.

 

 

 

 


View full article

Posted

Not to give away new stories... LOL... but I had a guy who accused me of driving his truck in another city an hour and a half away from the shop. He said he personally saw ME driving his truck. Now that's really funny, his truck was in the shop with the motor out of it... hanging from the engine hoist....

What a dip stick......

Gonzo, some people are nuts. A few months back we had a guy tell us he had looked his car over from top to bottom and we had lost is well lock key. I apologized and got all the info from him and order a new key. About a week later he calls me up and says he found it in a vary obvious place where he failed to look. Now I am stuck with a week lock key I can't send back. I told him that but he didn't apologize or offer to pay for it. Fortunately it was only about $15.00. There was also a time a woman accused us of putting a different brand of tire on her car while it was in our shop. I swear we did not touch the tire. While would I want her USED tire. Eventually I had to call the police to get her to leave. It was absolutely crazy!

Posted

I know what ya mean Joe, we as the repair shops seem to be always at odds with the customer. The part that gets me is the lack of the apology. Only once did I have a lady call me back and apologies. It was after I plugged her rear view mirror back in that had been unplugged by the handicap sticker. She couldn't see her auto dim headlights working after I told her the only thing wrong was the mirror was unplugged. The next day she called me and was very apologetic. After I hung up the phone, I had a smile all day. But, that was once.. and only once in all these years. I'll never understand it either.

 

at the heck is wrong with some people? This guy accuses you of stealing his radio and when he finds out the truth, he angrily calls you, not to apologize but to inform you of what happened and to let you know you still lost a customer. What gives? It makes no sense.

 

A few years back I was closing the shop late on a Saturday afternoon. As I was walking out the door the phone rang and I debated whether I should answer it. Well, I did, which was a big mistake. It was a customer, that was in earlier for service on her Explorer, screaming and yelling at me that we stole her cell phone. No matter how I tried I could not get her to calm down. When I asked her, "I you sure you have not misplaced it", the screaming intensified to a frenzy.

 

The phone call ended with her yelling, "I WANT MY CELL PHONE BACK". Then I heard the click as she hung up. I called the techs that worked that day and questioned them about the phone, they knew nothing. I looked around the shop floor, in the office, bathrooms and in the parking lot. Maybe the phone fell out of the car, but no luck.

 

I felt horrible all weekend long. I resisted calling the customer until Monday afternoon. The phone rang a few times before she picked it up. I said, "This is Joe from Osceola Garage, unfortunately we did not find your phone. What do I need to do to replace it for you?" She said in a real cheerful voice, "Oh, I should have called you back on Saturday, I found the phone. It was never in the car, I put in my bag. Thanks and I'll see you soon".

 

I was speechless; all I could say was, Good bye. Emotionally I was spent. You figure it out, because I can't.

  • Available Subscriptions

  • Have you checked out Joe's Latest 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.
  • Similar Topics

    • By carmcapriotto
      Summer’s heating up and so should your marketing! In this episode of the Auto Repair Marketing Podcast, hosts Brian Walker and Caroline Legrand get real about what actually works for shop owners when it comes to June marketing.
      From summer travel prep and cooling system services to creative promotions for Tire Safety Month and celebrating your hardworking team during Automotive Service Professionals Week, this episode is your go-to guide for planning ahead and filling those bays.
      You’ll also hear how to make the most out of offbeat holidays (like National Donut Day or World Juggling Day), how to promote community involvement without sounding like you’re bragging, and why some services (like AC repair) don’t need a discount to sell like crazy.
      Packed with fun ideas, real-life shop stories, and actionable tips, this episode is everything you need to kick your June marketing into high gear. 
      Don’t miss it, hit play and get inspired! 🚀
      Thank you to our friends at RepairPal for providing you this episode. As shop owners we were part of RepairPal’s Certified network and you can learn more at RepairPal.com/shops 
      Revolutionize Your Shop
      Want to revolutionize your marketing? AppFueled does it all—email, text, app notifications, and even call center integration. Stop guessing and start connecting with AppFueled.
      Lagniappe (Books, Links, Other Podcasts, etc)


      Show Notes with Timestamps
      Thank you to our friends at RepairPal for providing you this episode. RepairPal’s Certified
      Network of shops are trusted by millions of customers each month. Learn more at
      RepairPal.com/shops.
      Are you ready to convert clients to members? App Fueled specializes in creating custom apps tailored specifically for professional auto repair businesses. Visit Appfueled.com to get started today. Keep your shop top of mind on the mobile device they love.
      Lagniappe (Books, Links, Other Podcasts, etc)
      Panhandle Eurotech
      Show Notes with Timestamps


      How To Get In Touch
      Join The Auto Repair Marketing Mastermind Group on Facebook
      Meet The Pros
      Follow SMP on Facebook
      Follow SMP on Instagram
      Get The Ultimate Guide to Auto Repair Shop Marketing Book
      Email Us Podcast Questions or Topics 
      The Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio
    • By JustTheBest

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Thanks to our Partner, NAPA Autotech
      NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.
      Contact Information
      Email Matt: [email protected] Diagnosing the Aftermarket A - Z YouTube Channel
      The Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
      The Aftermarket Radio Network
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Want to create marketing that actually excites your customers and keeps them coming back for more? In this episode, host Brian Walker and co-host Kim Walker sit down with Robert Morton from Panhandle Eurotech to uncover how a simple treasure hunt turned into a marketing powerhouse, boosting website traffic, improving SEO rankings, and creating a stronger connection with their community.
      Robert shares how his shop designed a treasure hunt that got people actively searching for clues, engaging with their website, and following their business more closely than ever before. From increasing customer interaction to enhancing their shop’s online visibility, this strategy has proven to be a game-changer.
      You'll hear wild stories from past treasure hunts, how people got hooked, and why this strategy keeps working time and time again. Plus, we dive into the impact of gamification, creative ways to engage your audience, and how to build a marketing strategy that actually works for your shop.
      Don't miss this episode, tune in now and start thinking outside the box with your marketing! 🚀
      Thank you to our friends at RepairPal for providing you this episode. RepairPal’s Certified
      Network of shops are trusted by millions of customers each month. Learn more at
      RepairPal.com/shops.
      Are you ready to convert clients to members? App Fueled specializes in creating custom apps tailored specifically for professional auto repair businesses. Visit Appfueled.com to get started today. Keep your shop top of mind on the mobile device they love.
      Lagniappe (Books, Links, Other Podcasts, etc)
      Panhandle Eurotech
      Show Notes with Timestamps
      How To Get In Touch
      Join The Auto Repair Marketing Mastermind Group on Facebook
      Meet The Pros
      Follow SMP on Facebook
      Follow SMP on Instagram
      Get The Ultimate Guide to Auto Repair Shop Marketing Book
      Email Us Podcast Questions or Topics 


      The Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
      Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
      Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
      The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
      The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
      Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors



×
×
  • Create New...