Date:         Sun, 29 Apr 2007 20:29:04 EDT
Reply-To:     Dvdclarksn@AOL.COM
Sender:       Vanagon Mailing List <vanagon@gerry.vanagon.com>
From:         David Clarkson <Dvdclarksn@AOL.COM>
Subject:      Re: Mechanic VS customer (i need you imput!)
Comments: To: huotb@VIDEOTRON.CA
Content-Type: text/plain; charset="US-ASCII"

In a message dated 4/28/2007 1:40:04 A.M. Eastern Daylight Time,
huotb@VIDEOTRON.CA writes:

http://www.benplace.com/87_dove_blue.htm


First of all, nice work Ben. You should be proud of your fine craftsmanship
as should your customer. I am a service advisor at our local Honda dealership
and am the one that is the first line with our customers. I do have to deal
with customers that can sometimes be difficult and often unreasonable.
Sometimes in a situation where a customer is dissatisfied I have to think  of what
is a reasonable way to retain a customer that may have a 40 year  relationship
with the dealership. I generally find that the best approach is to  simply
ask the customer what they would like to have done to rectify the  situation.
Often their request is substantially less than what you may have  offered. When
thinking of retaining the customer often I will offer  free or discounted
regular maintenance services that will ensure that the  customer is going to come
back. Of course, no two customers are the same  and there is no one answer
that works with every customer and every  situation. There are very few instances
where you would not want a customer  to return and give you repeat business.
Unless this is one of those customers  then get him to leave feeling like his
needs were met and his money was well  spent. I doubt that there is anyone
else in your area that gives the same  quality of service and attention to detail
that you do. Talk to your customer  and do what if fair for both of you, it
may be simpler and less expensive than  you think.

David Clarkson
90 Westy (238k)



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