An additional major concern for you is that studies show a satisfied customer will tell two to three people about his experience with your company. A dissatisfied consumer will share their lament with eight to10 people and with social media, it could get even worse.
In your case, a single, very unhappy customer, or a heated exchange with a customer overheard by others, can influence many or all of the technicians in that repair shop.
One of the jobbers I spoke with said that as soon as a technician brings up a warranty issue, he will immediately move the conversation to his truck.
Jobber: “Let’s go out to the truck so I can look up your purchase on my computer and see what we can do for you.”
Here you are showing concern for the problem and you are also showing the customer his issue is important enough to go out to the truck and look it up. But even more importantly you are separating the customer and this potentially unhappy exchange away from his coworkers’ prying ears. This also gives you the time to develop your strategy on the way to the truck.
