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Equipment / Sales and marketing

The customer is mad...now what?

February 19, 2014
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When the detail work is not done on time, when a finger mark is left on the car, when the detailer does not fix a problem area, why is the customer upset? Seems obvious, but is it? In most cases it's not the incident itself, but their perception that you don't care about them. If they were important and mattered to you, those things would not occur. This is why just taking care of the problem often falls short of addressing it properly. It's critical that you show that you care.

Tips on providing quality customer service

Tip provided courtesy of Tom and Deb Ham, the owners of Automotive Management Network. More information about the management of all types of vehicle service facilities, independent auto repair shops, car and truck dealers, franchises, fleets, body shops and more. More information can be found at www.AutomotiveManagementNetwork.com.