Seven ways to lose a customer

[Joe Marconi]

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[Brent J]

Just had something similar happen to me the other day, may seem irrelevant but thought I'd share, I have one of those little electric popular heaters I leave on in our customer waiting area, makes the office nice and cozy, when it quit working the other day I called the shop in town where I bought it to see if I could drop it off, the first response I received from the guy on the phone was " yea we will look at it but it's fifty bucks just to look at it and we are three weeks behind" I got the feeling he was trying to discourage me from bringing it in. I thought to myself it's the dead of winter and I'm trying to get something repaired I bought from you. I considered this terrible customer service and now know I'll never purchase anything from these people again. Same thing goes in the spring when the lawn mower breaks down and I hear " man we are a month behind" I say but it's prime mowing season and I bought it from you. When I'm really busy and a customer calls I might say something like" yes mr johnson I'd be happy to look at your car, we are a little busy at the moment but I'll take a look at it as soon as I can" some phone conversations can go a long way