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Be Careful What You Say in Your Waiting Area

Joe Marconi
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FROGFINDER Rising Star

FROGFINDER

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Yup.

 

You are like a doctor and should NEVER discuss your customers situation in public. When you can share great news to a customer you should shout it from the roof top.

B)

Patrickcn Rookie

Patrickcn

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Be Careful What You Say in Your Waiting Area

 

For those of you, who have customers waiting from time to time, be careful how you present an issue or diagnosis to a customer in front of other customers. Walking out to customer area and saying, “Well Mrs. Jones it looks like the rear calipers are seized and to replace them along with brakes and rotors will be $_____”. This is the wrong approach and may get you into a bind.

 

Here’s what happened at my shop a few weeks ago. A customer came in with the coolant light on, which was caused by low coolant due to a leaking water pump. The service advisor walked into the waiting area and told the customer what was found along with the price. I could see the look on his face, as he looked around the room.

 

And I could see the look on the faces of the other customers in the room. It was a look of, “Am I next?”

 

Well, as luck would have it, one of the other customers also needed a water pump that day. But she was only there for a routine service. She had a tough time trusting us and said, “What’s this, Water Pump day?”

 

When presenting an issue, diagnose and price to a customer, bring the customer away from other customers. You also do not want the customer to feel uncomfortable, especially if he or she cannot afford the repair. And you don’t want others listening in to what should be a private conversation.

 

Now, if there is something positive you can say to a customer, then say it others around; “Mrs. Jones, that check engine light is just a loose gas cap, no big deal, we reset the computer and you are good to go. No charge for a regular customer”. Big difference, agree?

I agree 100%.

I slipped up once with a good friend (who was also a customer at the time) and was joking with him and made a comment about it will be something like $650 for an oil change and plugs swapped out because I charge $400 an hour. Another customer heard that and thought I was serious and ran out. But she came back after my friend caught her and explained.

I agree when dealing with a customer, especially when talking about money it needs to be one on one and in private. You do not want to make the customer embarasses if he/she cant afford the repair and have to explain that to you in front of others.

Good info Joe! I've really enjoyed reading your articles, keep up the great work. Glad I found this site! Going to spread the word!

Gonzo Grand Master

Gonzo

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This works in both directions too. I've had customers sitting in the lobby who spend their time talking about the shop or me. Once you've explained to the customer the cost and the labor... believe me... they'll go back and discuss the whole thing amongst each other. Actually, a loyal "been around the block" customer that has used you for years is an asset in the lobby.

Works everytime.

 

 

Thanks for those kind words. I am glad you enjoy the site, and yes, spread the word!

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