Customer Service

Make a Mistake, Make It Better

Face it: Mistakes happen. A LOT more than you’d like to admit. So how can you fix the mistakes and turn angry customers into customers who not only are satisfied but who will refer you business? Keep reading to learn about service recovery made very simple! Start by agreeing with your customer – Find something […]

Don't do this. Ever.

My brother-in-law and his family came to visit us in Charlotte, North Carolina and I decided to rent a minivan to schlep everyone around in. So I made a reservation at the Enterprise Rent-a-Car on South Boulevard. Although Enterprise offers pick-up service, I asked my wife to drive me over since it was on the […]

Help your customers understand the cost between repair and replacement

Special thanks to Eddie Symonds of Powertrain Products in Upper Marlboro, Maryland for submitting this tip! One of the things that my guys are trained to do is to actually help customers analyze the cost between the repair or the replacement of both engines and transmissions. Often in our industry, guys are afraid to help […]

When Is It OK To Let a Customer Go?

Here’s a great question from one of our loyal readers: I lost a customer yesterday because I would not put in writing and promise that the vehicle would be completed by Thursday. A saying that has always stuck with me in the five years of being in this business is “never over promise and under […]