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Service Selling Tip June, 2015
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Randy Johnson is the Founder and President of Car People Marketing. 

Idiot Customers... Not Really!

By: Randy Johnson

So often I hear advisors and even managers talking about how crazy and unreasonable some customers are. It happens when customers lose their temper and blast one of your employees. Almost always, everybody comes to the seemingly logical conclusion that the customer that is 'causing' the problem is an idiot. Everyone gets into the act and a vote is taken that ends up finding that the customer has always been an idiot that can't possibly be satisfied. 
But here's the thing- 99% of the time it isn't the customer that is causing the problem, it is the store. Most customers (and I'll admit there are a few exceptions), but most customers don't wake up in the morning with the objective for the day to go to your store to get upset. What more likely happens is, we did something or said something or had a process in place that causes customers to see red - and then we, as typical humans, blame anyone except ourselves. 

So, my point is this. As a service manager it should be your job to raise the standards, to set the example and to squash any and all negative customer interactions at all costs. If we just listen to what the upset customers are saying and put ourselves in their place, we can probably get some good advice on what needs to change in the service department that we are responsible for growing. Today, you can't afford to lose one customer. 

 


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