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Archive for September, 2010
“When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion, creatures bristling with prejudice, and motivated by pride and vanity” ~Dale Carnegie American lecturer, author, 1888-1955
Most of us do our very best each and every day to treat our customers exceptionally well. Most of our customers do their very best each and every day to treat us exceptionally well in return. When a customer suddenly lets loose with some venom it is a big shock to say the least! When this happens on occasion just do your best to stay as kind and pleasant as possible, deal with it and chalk it up to them having a very bad day and you were the unfortunate soul they chose to take it out on. Then move on. If they have a legitimate complaint then by all means fix it and fix it fast and be sincerely apologetic.
When you have a customer who is difficult just because they can be it is a different situation. I call these people toxic. I am also very thankful that I have very few toxic people in my life. Toxic people increase stress levels, foster negativity, decrease productivity, are abusive and many seem to actually enjoy being this way. That is the hard part…they don’t want to change so instead of trying to change them you have to learn how to change your reaction to them. Here are a few suggestions to deal with these people:
• Let them rant and rave and DO NOT interrupt them. Let them get it all out.
• Stay very calm. If it is something your shop did wrong, then assure them you will make it right immediately.
• Do not take the things they say to you personally…usually in your situation it is a repair job that went wrong and unless you act as the technician too it is out of your control. Assure them you will look into the situation as soon as possible.
• If you have stayed calm and offered to take care of the situation and you are still dealing with hurtful slurs and accusations coming your way try to take them to a private place. Get the owner to talk to them or if that isn’t possible or you are the owner, then once more tell them your solution to the problem in a very soothing voice. If they still aren’t satisfied, then ask them what their solution would be.
• If what they suggest just isn’t possible (refuse to pay, etc) and they aren’t being rational, then tell them you need time to consider their solution and you will call them later. Do call later but hopefully by that time they have become more rational and will listen to reason. If not, then at least they are out of your shop and away from other customers and curious onlookers.
• You can try to use body language. It is suggested by “experts” in this field that when someone is being obnoxious and argumentative, don’t face them but stand next to them, shoulder to shoulder and usually all protest will cease. (I have not personally tried this or know of anyone who has). • Negativity is toxic. Once the negative customer is away from you, brush it off. Don’t dwell on it when you have done all you can to appease them.
If you have a toxic customer that keeps coming back,
• Be thankful you only have to deal with them quarterly.
• Realize they must like your services in spite of their attitude
• Pity their self-absorption and need for attention at any cost
• Let them inspire you to always be a positive force and not a negative one.
Most importantly, make sure you make someone happy today!
Chief Operating Officer
NWZ WORX Multimedia & WorldWide Connectors
The technicians at Lug Nutz Truck & Auto Service know that trust is not something that is given, but earned. With that in mind, they work to earn their customers trust by thouroughly inspecting every vehicle and discussing repairs in detail with each customer. Only necessary repairs are made and no repairs are made without customer consent. They advise their customers of any areas of concern that may be safety related or warrant re-inspecion in the near future. You can trust the techs at Lug Nutz to be honest and straight forward. They will provide the correct repairs for a fair price and keep you in the loop every step of the way. Located in Washington, Utah, Lug Nutz Truck and Auto Repair is open 7 days a week from 8 am to 6 pm.
No need to take your car to the dealership. Gene’s Towing & Repair has skilled professionals trained to perform all required maintenance on your new car or truck while maintaining your warranty. They service all import and domestic vehicles and you can have complete confidence that your vehicle will be serviced or repaired correctly the first time. Gene’s Towing & Repair has been servicing drivers in North Liberty, Indiana since 1968. They are a full service repair shop and offer 24 hour towing. To schedule and appointment click: http://www.genestowingandrepair.com/North%20Liberty-appointment-request.php
Modern Tire and Service Center in Lexington, North Carolina offers more than eight major brands of tires including BF Goodrich, Bridgestone, Firestone and Michelin. All tires are competitively priced and they even sell quality pre-owned tires at great discount prices. Modern Tire and Service Center is an AC Delco shop which means all repairs will be made using high quality AC Delco parts. For more information, visit them at http://www.autorepairlexingtonnc.com/Lexington-auto-repairs.html
Adams Service Center has been serving motorist in Lititz, Pennsylvania for over 55 years. Knowing that good service will bring each customer back again and again, the technicians at Adams Service Center treat every customer as if they are the only ones in the shop. They are courteous, knowledgeable, and most of all, certified experts. All parts and labor are guaranteed so trust Adams Service Center for all your car care needs. Shop hours are Monday through Friday, 8am to 5 pm and Saturday from 8am to 12 pm.
Cornerstone Car Care in Arlington, Texas can keep your vehicle running smooth. Their certified, expert service technicians have years of experience performing everything from oil changes to complete engine overhalls. They use high tech diagnostic equiptment to pin point problems and work quickly to get the right repairs made in the right amount of time. Cornerstone also has 24 hour towing to their shop. If you’re in need of repair or just routine maintenance, give them a call at 817-557-3680.
THE WEB IS ALIVE AND WELL
We often hear some guru or another declare that the web is dead. They chant that Facebook has crippled it, Tweets have run it over and apps have killed it! We have been told that the brand website is history!
Well…before you decide to take down your website consider this. 80% of consumers use the internet to do research prior to making a purchase! The web browser is in full use at that time. Chances are…there isn’t an app for that…at least not for every search consumers might launch.
Consider this…you own your website. You do not own your fan page on Facebook. Many companies do have a large Facebook fan following, such as Starbucks and Walgreens, but neither of these has experienced a decline in their web traffic. Brands such as L’Oreal, Estee Lauder and Oil of Olay effectively exploit their websites.
Having a brand website is vitally important to any marketing mix, especially if consumers are searching for a business such as an auto service and repair shop. Consumers like to read about the shop, its services and its staff. It builds a sense of trust. They especially enjoy reading testimonials from satisfied customers, seeing what community events the shop owner is involved in and reading a brief history of the shop. Once a consumer becomes a customer they might then enjoy the Facebook comments or the Tweets as long as they are posted consistently on a daily basis.
What is the biggest drawback to relying solely on Facebook and Twitter to bring you new business and keep current customers engaged? Business owners get busy, their staff gets busy and they forget to post. The drop off in usage is amazing…especially in the summer months and around the holidays. Your website is there…waiting to be looked at by anyone doing a search at any time. It doesn’t take days off and it doesn’t quit. It quietly works for you 24/7. Don’t kill it yet!
Chief Operating Officer
NWZ WORX Multimedia & WorldWide Connectors
Automotive Marketing & Business Consulting, Direct Mail & Technology Services
4270 Mt. Carmel Tobasco Rd.
Cincinnati OH 45244
E & G Auto Plus in Coudersport, Pennsylvania is committed to providing the best in service and repair. With that in mind, they have partnered with NitroFill to bring you more tire protection and efficiency. Nitrogen filled tires last longer than oxygen filled tires and they improve steering, handling and braking. With nitrogen filled tires you are less likely to have tire failure. NitroFill is just one way the technicians at E & G Auto Plus help protect you and your vehicle. To find out more about the other quality services they provide, visit them at http://www.autorepaircoudersportpa.com/.
The experts at L&M Automotive and Towing in Jackson, California have the knowledge to service even the most challenging auto problems on all makes and models of domestic and import vehicles. They use the latest technology to assess the situation and they will take the time to go over all the possible solutions with you. L&M Automotive has been servicing vehicles since 1983. They provide a wide range of services including heavy-duty service and towing to the shop. Stop in or give them a call at 209-223-3720 to let them know how they can help you.