| Author | Message | ||
| BretM (Bretm)
Intermediate Member Username: Bretm Post Number: 1796 Registered: 2-2001 |
Born as pure evil, classy quote Mark. It still amazes me how the vast majority of people have absolutely no social skills or consideration. | ||
| Dave Wapinski (Davewapinski)
Junior Member Username: Davewapinski Post Number: 142 Registered: 8-2001 |
I believe in customer service, but everyone occassionally gets the customer from hell I like Southwest Airlines. They believe that the customer is not always right. | ||
| Mark (Study)
Junior Member Username: Study Post Number: 181 Registered: 10-2001 |
I like to look into why people act this way. I feel sorry for people like her. They tend to leave a long trail of enemies where ever they tread. Its sad actually. Always blaming the other person. Had a room-mate in college that met me with the following words- "Great another new room mate...I've had 12 bad room-mates in a row!" *Spoiled child syndrome *Paranoid (everyone's out to screw me) syndrome *Illness- mental imbalance in brain *Poor personal or people skills *Born as pure antagonist or pure evil | ||
| wm hart (Whart)
Junior Member Username: Whart Post Number: 104 Registered: 12-2001 |
We live in a society of "entitlement." People define right and wrong by a sense of what they believe they are entitled to, without regard to what is fact. Litigation in this country is cheap, and doctors have, for a long time, had to cover their asses through a combination of insurance and overcompensating treatments. Sometimes, the customer is not right, but clients have convenient, selective memories. Everything should be written down, but the cost of "CYA" is an expensive, unnecessary distraction from the real business at hand. As a customer, i am also demanding, but am willing to pay for good service, attention to detail,etc. I tip and pay premiums to service people who meet or exceed my expectations. There are two levels of service: the cheapskate, and the "no holds barred." The worst clients are the ones that want to pay like cheapskates, but demand "no holds barred" service. You can't service that type of client and stay in business. It is better to be honest upfront, and say: look, i'll try to give you the bargain level, but, frankly, you get what you pay for. Sometimes, it isn't worth doing something"no holds barred" and i make that clear upfront too. If a client nonetheless insists on "do everything" no matter how extreme, i make sure i get enough money up front to cover it, document that, and keep the client apprised in writing of where things stand. There is little more you can do. | ||
| Richelson (Richelson)
Member Username: Richelson Post Number: 499 Registered: 12-2001 |
That is strange. Why do people act this way? I think that is very uncalled for. | ||
| William Huber (Solipsist)
Junior Member Username: Solipsist Post Number: 198 Registered: 9-2001 |
What the problem is she expects me to fix a problem that was broken before her accident. Then she saying that her 13 year old BENZ that she has owned for 2 years had the factory battery in it, but didn't know it was missing for 4 months! There was a SEARS DIEHARD in its place. I think my employees know the difference between the two batteries. Come on, I wish a battery could last that long! What I told her is that I'm NOT BUYING A BATTERY FROM THE DEALER FOR HER! IT IS HER CHOICE TO MAKE THAT PURCHASE ($245 + LABOR to install, F*ck that!). Yes, she is a loon so I gotta close the door on this one just as her mechanic did. The next thing she will be claiming is that her original tires are not the same. DA BOOT has been issued! | ||
| djmonk (Davem)
New member Username: Davem Post Number: 10 Registered: 1-2002 |
Hey! Michelangelo i saw one of your Ferrari driving school cars in Long Island city last sunday as i was test driving a Mondial no less! Is that good karma or what anyways i had a good laugh with the owner! For what its worth im in the restaurant biz an have thousands of customers each week most are great people but those few winners well, do the best u can kill them with kindness befor they kill your business. But some ive had to tell since they were so unhappy im sorry i lost you as a customer. {me smiling the whole time} | ||
| Steven J. Solomon (Solly)
Junior Member Username: Solly Post Number: 211 Registered: 6-2001 |
William, The bulk of my problems always revolve around customer service issues. It is a well-tested maxim that "20% of the people will cause 80% of the problems". I have found this to be true over many years. It is also true that problem people place no value on things they do not pay for. This seems counter-intuitive, but it is a fact. If you give a problem person a free service or repair, they have no regard for it. It took me many years to understand this, but I swear by it. Do not "eat" costs that you are sure you shouldn't, just to keep a bad customer happy. Neither of you will end up happy at that point. Hang in there. There is NOTHING like running your own show, despite all the aggravation. | ||
| magoo (Magoo)
Intermediate Member Username: Magoo Post Number: 2052 Registered: 2-2001 |
Bill , some of the suggestions here have been direct and some of them a softer approach. Just starting in business you have to test the waters. Use good discretion and try to outsmart the deadbeats at their own game. I am sure you know this already but only you can make these choices one on one as you encounter them. Being too harsh initially can give you a bad name if the situation is not weighed carefully. When you are in business for a time with a good reputation established then call them as you see them. The guy though who is your bread & butter is the Ins. Adjuster. Be sure to take care of him at Xmas time and help him out of a bind here and there. They can make life in the body business much easier. Just an afterthought. BRGDS, | ||
| Mark (Study)
Junior Member Username: Study Post Number: 179 Registered: 10-2001 |
I was sick at home today watching day-time TV and I saw something that reminded me of this post. I watched a show called "Judge Judy" just like the peoples court type show. A woman was sueing the caterer she hired for her daughters wedding, because she rated his service as 98% perfect but THAT WAS NOT GOOD ENOUGH FOR HER! Apperently he pre-cooked the vegatables because its dangerious to use a open flame wak (spelling?) when doing a wedding event under a cloth tent. Judge Judy said the Caterer sounded so good and had such reasonable prices ($26.00 per person) that the guy should be cloned! Then the judge puplicly kicked the Lady in the ass and gave her hell for such a stupid law suite. What are people thinking sometimes? I'm still laughing... if it wasn't so entertaining it would have been sad. | ||
| Edward Gault (Irfgt)
Member Username: Irfgt Post Number: 855 Registered: 2-2001 |
A body shop is the worst place to try to have 100% customer satisfaction. When a person wrecks their car, everything that was ever wrong with the car happened in the wreck and they want every penny that they ever paid in premiums returned. I ran a Dealership Body Shop for 6 years and it almost drove me nuts since I am a perfectionist and a wrecked car can never be made exactly the way it originally was. Some people need to be invited not to ever return for services and I have had to do this a few times. Some people come in looking for a confrontation before they ever spend a dime. These need to be recognized and shown the street before the problems arise. | ||
| michelangelo pinto (Michelangelonyc)
New member Username: Michelangelonyc Post Number: 14 Registered: 2-2002 |
I own a driving school..which is actually called Ferrari Driving School Inc. <smerk> in a service biz ..there is lot of potential for problems to arise. Although annoying im gratefull when i recieve a complaint rather then if the student didnt bring it to my attention The feedback from your customers if taken seriously can grately benifit your future actions and maybe show a need to revamp the way something is usually done. Sometimes you need to know when to loose in order to win. Remember bad news travels faster than good news! | ||
| magoo (Magoo)
Intermediate Member Username: Magoo Post Number: 2045 Registered: 2-2001 |
I would tell this woman to leave her car and have the adjuster of her Ins. co take a look at it in your shop. If they come by look at the car and re-open the case and write a supplement then OK. No money out of your pocket. Then again if they won't then the only people she can fault is her Ins. co. and you have done all you can do.This woman knows what the score is and these people play dumb at what they are doing. | ||
| arthur chambers (Art355)
Junior Member Username: Art355 Post Number: 227 Registered: 6-2001 |
You guys have it easy. All of my clients expect the moon, and very few get what they want. It's the nature of the system. The legal system ALWAYS has compromises, even if you try the case, the jury ends up compromising the case, except in the 1 in a hundred case. When they get too bad (about 1 of 20), I tell them to find other counsel. Anybody want to switch? | ||
| Brian stewart (Eurocardoc)
Junior Member Username: Eurocardoc Post Number: 186 Registered: 11-2001 |
I have always stood by my work and reputation, to the degree of eating way too many complaints. My rule, you get one then you're OUTA HERE! Life is getting better since I started choosing my customers. | ||
| Russ Moore (Rem9)
Junior Member Username: Rem9 Post Number: 54 Registered: 6-2001 |
It is a sad but true commentary, "There are more horse's asses in this world than there are horses!" There are those select few who would crab about the proverbial "free lunch" also. A reasonable approach will always render a better response than the full frontal attack that many try to use. I hope you wear a large boot so the footprint has some staying power. | ||
| Craig Dewey (Craigfl)
Member Username: Craigfl Post Number: 321 Registered: 1-2001 |
I've had these "bad/unreasonable" customers too. My top priority has always been quality work and the reputation of the business in order to please the customer. I find the best way out of some of these situations is to "buy the customer off" by fixing the problem and maybe not charging them for it. ( I do realize there has to be a limit somewhere though). Even though the profit on that job may be bad, I look at the big picture profit more -- Is the business making good profit overall. My personal belief is that an unhappy customer spreading that word to others is very dangerous to the reputation of your business. Besides, when you are the customer with a problem, wouldn't you rather have the problem solved and then work out the details -- you will probably be in a more agreeable situation then to maybe even compromise on the cost. Of course, that's my opinion and I could be wrong... | ||
| Richelson (Richelson)
Member Username: Richelson Post Number: 486 Registered: 12-2001 |
I run in to the same thing. I know how you feel. I have tried to please everybody as well. There are some that just can't be pleased. This is where you have to draw the line. Do everything you can but be Fair. If they still aren't happy then you know it is time to move them along. This will generally only happen a few times but these certain people can make it very hard and can cause you to have a negative outlook. Don't take one to seriously because I am sure your company have thousands of happy customers. It also sounds like she is the one with the issue and you have done everything right. Hang in there. | ||
| Tyler (Bahiaau)
Junior Member Username: Bahiaau Post Number: 123 Registered: 12-2001 |
William, it appears as though you have been more than fair with this lady. If you have done everything within reason to appease this lady then that is all that can be asked. You have the option, as Mark suggested, of making sure she is not a problem in the future. If I were you I would cut her loose. I am known for going well beyond what is considered "standard" for pleasing my customers but there is a line that has to be drawn. | ||
| Mark (Study)
Junior Member Username: Study Post Number: 178 Registered: 10-2001 |
After 8 years in a customer business not un-like yours I learned one lesson. It is usualy the few geneticly born 100% pure jerks... that bug you for the lowest price....and if you break down and figure you're doing them a favor, next they ask for the stars and moon in service... and then are never happy no matter what you do for them. Remember that the reason we own our own businesses is for the satisfaction of taking that .001% of the population and throwing them out on their sorry butts... and maybe giving them a kick in the ass on the way out the door. I only got to do this twice in 8 years but I sure slept good those two nights after that  750,000 happy custmomers, 2 kicked in the ass and thown out the front door. God I love owning my own business! Stop thinking like an employee and remember some times its good to be a king. | ||
| William Huber (Solipsist)
Junior Member Username: Solipsist Post Number: 197 Registered: 9-2001 |
The work has always been to the high caliber. Customers have been back & happy with the work performed, My team takes there time & enjoys what they do. The problem is depending on how hard a car was hit & how capable the guys are in the back in fixing the problems. Remember, not all cars that are hit hard can be perfect, but I will do my best to please the customer. The one thing thats bugging me is someone that has a broken item before the accident happened & tries to blame it on the shop. I caught a customer in a lie today when I spoke to her mechanic, they even will not deal with her anymore. She even tried to have her insurance cover the problem but never got a response. I have tried every thing for this customer, but it's never enough to get her to understand. | ||
| BretM (Bretm)
Intermediate Member Username: Bretm Post Number: 1782 Registered: 2-2001 |
Yeah William, I know those days. I've got like a thousand things going on right now between school, the ferrari, moving, etc. all trying to get done as quickly as possible and have to be done relatively soon. Just remember you'll make it through it. | ||
| Rob Lay (Rob328gts)
Board Administrator Username: Rob328gts Post Number: 1152 Registered: 12-2000 |
I think buying out a business means that you are also buying the customers good or bad and the work the previous owner did. This risk should be factored into the purchase of the business. You're doing the right thing, before long you'll have everything "cleaned up". | ||
| Tim N (Timn88)
Member Username: Timn88 Post Number: 455 Registered: 6-2001 |
The money spent in resvoiving the problems will be well spent. Nothing is more important than your reputation. Fixing problems right away, especially if they are a pain in the ass, will show them how much pride u take in your work. Some people are just total pains in the asses though. Also if problems are fixed right away people will refer their friends to you. | ||
| William_Huber (Solipsist)
Junior Member Username: Solipsist Post Number: 196 Registered: 9-2001 |
I don't know if anyone has bought a auto business out & had customers returning with "problems" with the quality of the work. Going back as far back as 4 months, but in the month of February, I've had four returns (1989 560SEC, 1994 C280, 1996 E320, & 1989 300SEL) with only one problem that still cannot be resolved due to the customer changing her story & screaming at one my employees. If its not one thing It becomes another. My team takes pride in there work & resolves the issue as soon as possible & refers their friends & family to my shop. I'm trying to be professional about this, but this is costing me, time, money, if not my sanity. Have you ever had one of those days? Thanks for reading. |