Of course I know why she’s mad, right? – Shop Management Tip # 165
When the repair is not done on time, when a finger mark is left on the car, when the repair does not fix the problem, 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.
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