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Sympathy for the Car Customer March 3, 2008

Posted by ratemyrepairshop in Auto Shop Internal Process, Car shops.
Tags: , , , , , , ,
7 comments

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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