WAYS TO LOOSE CUSTOMERS

Losing customers is NOT what a business is about. Here at Three Star Motors we strive to win customers. In order to help us do so it is important to understand different ways in which we can lose customers, this allows us to avoid such circumstances.

IGNORING THE CUSTOMER

A customer enters the service department while you are busy, either working with another customer or filling out paper work. If you do not acknowledge their presence within a short period of time they will become frustrated. People generally don't like waiting because they are busy and have things to do. By ignoring them you are giving them the message that you don't care if they are there or not and are not interested in their business. Not only will this customer go for business elsewhere but they will most likely tell their friends. Now you have lost many potential customers, and trust me, the manager does not want to here complaints like this.

 

ARGUING OR INSULTING THE CUSTOMER

A customers comes to pick up their vehicle. This person had requested that new tires be put on as the old ones were worn and the vehicle would vibrate when driving. The customer leaves, only to come back shortly later to complain about the vibration that is still evident in the vehicle. You tell this person "Look you wanted the tires changed, we changed them, end of story". "Well I thought you were going to fix the vibration" says the customer. You reply " Look moron, you wanted the tires changed, we changed them. It's not our fault that it didn't fix the problem. You obviously had no idea what you were talking about to begin with."
I guarantee this customer will not return, this could easily have been solved by working with the customer. Together you can come to a solution and understanding that works for everyone, but if you have a bad attitude and are stubborn this will never happen. There is no need to argue and never insult them.

 

OTHER WAYS

" Refusing to listen to what they have to say.
" Not returning their phone calls or failing to contact them as planned.
" Charging them for parts or services that they were unaware of.
" Returning their vehicle to them looking worse than when it arrived.
" Not finishing their vehicle on time, without a valid reason.