May 7, 2017 at 8:55 am #25336
True or false? – Most people distrust auto repair shops.
We’ve all heard a lengthy list of reasons why this is true. No one ever seems to say: “Wait a minute – is that really accurate?” How about this…
In any service industry, there is a relatively small number of people who seem to complain about everything. They tend to write many reviews and answer almost every survey – which captures a lot of attention. On the other hand, the large majority of people are reasonably satisfied with the services they receive – or they at least find them acceptable. Some of them write reviews and fill in surveys, too – but not near as much as the other group. Some of them never review anything or respond to surveys at all.
Now, if this is accurate, that means the trust problem is greatly overstated. Shops with this point of view focus on that large majority where the irate customer is a rarity. Shops that do not understand spend a lot of time, effort, worry and money trying to make that minority happy – but it’s an impossible task since these folks by nature never find any service quite good enough.
There are plenty of things a service business can do to avoid the folks who will never be happy. Maybe we need to make sure we are on top of that list instead of trying to appease the unappeasable.
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