Conversations with customers

[sjbmw_lisa]

If you have a service customer that you have an off the record conversation with, do you keep track of that in some manner in case the customer ever asks for something based upon it?

I have a customer who SWEARS I promised him something verbally and I remember it differently than he does.

I'm just curious how other service managers manage this.

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[Old Irish]

Heh heh heh. If you "keep track of it in some manner", then its not off the record

Is what the customer wants reasonable? Does he have it coming? Can you work out a compromise? Does his version of what was discussed sound like something you might have agreed to and, in fact, you are in error? Will you be called a liar and damage the companies reputation if you deny whatever it is that you are talking about?

If you know for a fact that the customer is wrong in his version of the story then you may wanna stick to your guns.....if the damage from doing so won't be too great. Remember that pride cometh before a fall.

I avoid saying anything that I wouldn't put in writing. I offer to put things in writing all the time.....then there's no misunderstanding and it helps me stay in control of the situation. Never wait for a customer to ask/demand that something be put it writing. If you agree, then THEY are controlling the situation. In fact, I *prefer* settling complaints/problems by letter or email. A) written words are hard to dispute or misunderstand and B) sometimes I don't make the best decisions via the phone or face-to-face. A written offer/solution/response can be more carefully thought out.

For the record, I also often write apology letters to unhappy customers when we've goofed things up. I think it helps.

Good luck.

Doug

[robc]

In the day I wrote *every* conversation into my franklin planner. Now I put it in Outlook. If you've ever called me there is most likely a record of the call in my Outlook journal. It is searchable and it makes it easy to refresh my memory. For direct conversations, I honestly take notes - either during the conversation or after they leave if it was a more off-the-record conversation.

The other method is nobody ever got something for free without a note on my business card. If I promised somebody anything even if it was to recheck some work on their next visit, I'd write it on the back of my business card and hand it to them. Usually I'd say, "unfortunately my memory stinks, so hold on to this card and when you come back it will remind me."

On a related note - I agree with Irish if it is something small I just give it to them, if it is something bigger I'd thinks to myself - would I have done that? I think the vast majority of the time it is just a miscommunication more than a customer trying to rip me off.

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** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com

[robc]

I just thought of something, so I wanted to make a follow-up post. My memory does stink, but it was more than that. When I first started managing a drive I was keeping all these promises in my head and remembering everything about every customer. After several months I found I couldn't sleep at night. I couldn't relax. I just was trying to keep everything in mind head. For me the only way to deal with service was to forget everything about it the second I walked out the door. I wrote things down so I wouldn't have to remember them. If I thought of something while at home I immediately wrote it down and then forgot about it. Otherwise I'd be up all night thinking things like, "I gotta remember to have a tech drain and service the compressors tomorrow."

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** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com

[Old Irish]

"For me the only way to deal with service was to forget everything about it the second I walked out the door."


Absolutely true! if you don't have the ability to "turn off the switch" at the end of the day you'll pay a price in one way or another....or your family will.

Doubly true for service *advisors* .....

Cheers
Doug

[pjpeery]

"I have a customer who SWEARS I promised him something verbally and I remember it differently than he does."

we have reynolds and reynolds and if something is promised to an owner it is noted in the computer under the owner's name so anyone can pull it up and read it .. we date and time and sign it

paul

[Number 65]

I like to give the customer some sort of documentation for anything we do in the future. I hand it to them and say:"In case I fall into an open manhole before you get this taken care of, here's a little note verifying what we are to do on the next visit." This protects the customer as well as me. We don't give away things that the customer doesn't heve coming to him.

On the other hand, I'm not going to upset a customer over $50.00. I spend a lot more than that on advertising. If I can keep a customer for $50.00, to me that is money well spent.

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My friends call me Wikid.