If you have been in the automotive industry very long, you have likely heard it all!
You know, the irate customer who is going to sue you over the nineteen dollar product that they claim is bogus; the one that is going to shut your dealership down because they conjure up in their minds that you might have breeched your privacy policy or the one that takes complete advantage of your money-back guaranty. My favorite has to be the one that calls and screams vulgarities into the phone for apparently no reason.
It doesn’t happen often, but if you are going to be in business, you will run across some nut cases from time to time. Some can be diffused, and some canít. That is just the way things go in business.
There are some simple techniques for dealing with irate customers without burning yourself an ulcer over them.
Here are some tips you may find useful!
Don’t take it personal
There is one thing that almost all nasty customers have in common. They try to attack you on a personal level. Name-calling is not unusual. When you take it personally, you are likely to get into a yelling match with the customer which resolves nothing and only stands to make things worse. Try to diffuse the situation ñ kill the anger with kindness so to speak. If that doesnít work, ask them to contact you again once they have calmed down and are willing to speak reasonably. Refuse to speak with a customer in an irate state. You donít have to put up with abuse ever.
Don’t overdo the customer is always right concept
In customer service training you will always hear that the customer is always right. While that is true to some extent, sometimes they are just flat wrong. You should always try to accommodate a customer within reason, but do not allow that concept to go too far.
Realize it isn’t always your problem
Sometimes people just have a bad day and are looking for someone to take it out on. A hateful, ugly customer is often one of these people. If you listen to their ranting and raving, then respond kindly telling them you understand their frustration and you want to work with them to come to a resolution, you will often diffuse the anger and uncover the rational human being beneath it.
Donít fall for fear invoking bluffs
In customer service, some business people tend to do anything to avoid the potential harm of a threat even if it means losing money or giving in to irrational demands. When you are threatened, consider the validity of the threat. Do you really think someone is going to pay thousands of dollars in attorney fees to sue you over a low-dollar transaction? Likely not. Again, do what you can to accommodate within reason but donít give in to unsubstantiated threats.
Be prepared to decide whether or not a customer relationship is worth salvaging
You heard it said that one happy customer tells one person about your business while an unhappy customer will tell 10 or more. Undoubtedly, word of mouth can be the best or the worst exposure for your business. This is the very basis of the ìthe customer is always right concept. Of course, it is best to salvage a customer relationship if you can, but again, do so within reason.
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With over 20 years of experience in the car business, I’ve navigated the evolution of the industry from traditional sales to the dynamic digital age. My journey through various roles in both sales and management has endowed me with a unique perspective on the challenges and opportunities in automotive sales today.
As the founder of Shawn Ryder Digital, I combine my extensive background in technology with my deep understanding of the automotive industry. This synergy allows me to craft digital marketing strategies that are not just effective but tailored to the specific needs of each dealership. My commitment is to drive your sales, enhance your brand awareness, and ensure your dealership thrives in the digital landscape.
Here at Shawn Ryder Digital, we’re not just about providing services; we’re about building partnerships. As I often say, “In the fast-paced world of digital marketing, staying ahead isn’t just an option; it’s a necessity.”
Together, let’s embrace the challenges of the digital age and turn them into opportunities for growth and success. Join me in redefining the future of automotive digital marketing. Let’s accelerate your dealership’s journey to the top.