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Sympathy for the Car Customer March 3, 2008

Posted by ratemyrepairshop in Auto Shop Internal Process, Car shops.
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I think it’s hard for a Service Advisor or manager to always act with sympathy.  When you see 30 customers or more per day you start to lose your care for each person’s car problem.  People want you to not only care but, to realize that it has disrupted their day.  We as car people start to see cars as all the same. 

Whenever you start to lose your care for each individual customer remember that it is more then just a “Car Problem.”  Here is what the customer thinks about.  1. How much is this going to cost? 2. What is the problem? 3. When can the shop look at it?  4. How am I going to get it to the shop?  5. How am I going to get around? The list goes on.

Put yourself in a customer’s position who has just purchased a new car.  It is incredibly frustrating when you purchase a new vehicle so that you don’t have to worry about it breaking down and then something breaks on it.

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Comments»

1. bambino - March 20, 2008

Repair shops are not only in charge of fixing your car, but also providing impecable customer service. Some shops that I have been to completely forget about the customer service part of thier jobs. You may want to try looking up a new automobile repair shop, try using http://www.citywaboo.com, http://www.ask.com, or http://www.answers.yahoo.com These sites may be able to aid you in your search for a better repair shop. Some of these sites, like CityWaboo provide user recommendations, that way you don’t walk into it blindly.

2. ratemyrepairshop - March 24, 2008

Thanks bambino for the comment and extra sites. I should have put in the post that we also have a site for shop ratings http://www.RateMyRepairshop.com. It is new and still growing. We tried to make it as easy as possible for users.

3. Mark from car questions - April 15, 2008

When I was a service writer for Pontiac in my first quarter I received an award for the highest customer satisfaction rating in my zone. As time pressed on my eyes got glassy and my customer skills fell until I went back to being a mechanic just 1 year latter. Smiling and being friendly for 12 hours a day 6 days a week for 40K a year is harder than it looks! I enjoyed your post!

4. ratemyrepairshop - April 16, 2008

Thank you for your comment Mark. I think the same thing happened to me. I started my career as a service advisor actually being happy to go to work but, I soon realized that it is a stressful environment. After 6 years I needed a break. My next post is going to address why the environment is hard to work in.

5. Carriage Works - April 19, 2008

Great Points.

I’m a technician, and when I’m working on something, I don’t need distractions. I prefer to be able to focus my attention 100% on technique -rather then having to split my attention.

The office is for the customers. My help is the girls who are great with people, much more enjoyable experience for the customer.

-Dwayne

6. Footsoreness - June 19, 2008

Somehow i missed the point. Probably lost in translation 🙂 Anyway … nice blog to visit.

cheers, Footsoreness.

7. workman - June 27, 2008

poke.

maybe to repair is a note worthy thing.

Mert


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