As long as you've got it in (rant)

[moving2]

Originally Posted By: gfh77665
If some of you think "one percenters" are the ones who act bad, you need to observe the ones who have been on welfare for decades. They have the mentality that the world OWES THEM EVERYTHING. And they scream and accuse if they don't get it.

I'll take dealing with a "one percenter" any day over the welfare divas.


gfh77665- nobody even brought up social classes before your post, so I'm not sure where you pulled this out of (...oh wait, yes I am). Were you just waiting to vent about welfare recipients? Sure sounds like it.

Thanks for your objective analysis. It's worth the paper it's printed on.

 

[GearheadTool]

Chamberlain SD has a busy service shop? Do you service neighboring states or areas?

And without getting in the fray, if you treat a customer as an inconvenience they will go somewhere else, probably not even call you back. The customer pays your expenses and if you have less, you dont have a business. The customer is free to spend or not spend their money, and they can spend or not spend it whenever they want.

I also am a businessman and I know the customer will choose the store that most eagerly says HOW HIGH when they say JUMP.

 

[otis24]

movingon,

Thanks for clarifying everything. Yes, I do have to say to myself "What an idiot" when working with customers. Never do I let that spill into the way I speak to my customers or treat them.Nor do I treat then as an inconvenience. Unfortunately, I did not articulate that very well, as you did.

Sometimes, we do take for granted our customer's understanding of what it takes to get a job done. While things may seem simple and obvious to us, there are some who just dont get it, no matter how simple of an issue it may seem. So, again, thank you for that clarification.

Sometimes, though, even when you explain in a courteous manner and try to reschedule, there are way to many customers who think that by complaining they will get what they want now. They cant accept the fact that their action, or inaction, contributes to their situation in life.

 

[hattaresguy]

Why do people make simple things so challenging... drop the car off, pick up a loaner, when its done its done.

 

[Spazdog]

Originally Posted By: lovcom
Lots of backwards thinking in this thread. The OP Otis24 is obviously in the wrong business.

The customer is SUPPOSED to ask and ask away, with little regard for the number of techs that show up at work, the amount of time a shop has available, and so on.

The customer pays your mortgage. I wonder if the owner of your sleelership knows you have such a terrible attitude.

Customers can be hard to deal with, but you should've known that before you signed up for your customer service job!

Otis, I would suggest you change your attitude, or find another job that does not involve the general public (customers), because you currently have little understanding of how it all works.


Sometimes a little rant like this helps you deal with it all.

What am I supposed to do when a new client shows up for an installation over an hour late because, "..making me show up at a set time is inconvenient."? Am I supposed to ignore the next client who was responsible enough to show up for his scheduled appointment on time? Is the on time client less important than the selfish jerk who showed up late?

I'm quite aware my clients pay my salary. I don't need to be reminded of that. But I just don't see a way to provide service to a selfish individual without sacrificing the level of service to others.

I don't really have a problem with the 1%ers. (they get DWIs too.) Don't have a problem with the lowest income earners. The worst are the ones that perceive themselves as the 1%, but really aren't. One particular client was a real-estate agent. She wanted immediate and preferential treatment because she was , "a high profile client." and then began to brag about how much she sold the prior year. Just estimating based on average commission, she would have made a bit over $100,000. Pretty freakin' far from 1% land. Especially compared to the professional athlete that was installed earlier that week.

 

[GearheadTool]

Originally Posted By: Spazdog
Originally Posted By: lovcom
Lots of backwards thinking in this thread. The OP Otis24 is obviously in the wrong business.

The customer is SUPPOSED to ask and ask away, with little regard for the number of techs that show up at work, the amount of time a shop has available, and so on.

The customer pays your mortgage. I wonder if the owner of your sleelership knows you have such a terrible attitude.

Customers can be hard to deal with, but you should've known that before you signed up for your customer service job!

Otis, I would suggest you change your attitude, or find another job that does not involve the general public (customers), because you currently have little understanding of how it all works.


Sometimes a little rant like this helps you deal with it all.

What am I supposed to do when a new client shows up for an installation over an hour late because, "..making me show up at a set time is inconvenient."? Am I supposed to ignore the next client who was responsible enough to show up for his scheduled appointment on time? Is the on time client less important than the selfish jerk who showed up late?

I'm quite aware my clients pay my salary. I don't need to be reminded of that. But I just don't see a way to provide service to a selfish individual without sacrificing the level of service to others.

I don't really have a problem with the 1%ers. (they get DWIs too.) Don't have a problem with the lowest income earners. The worst are the ones that perceive themselves as the 1%, but really aren't. One particular client was a real-estate agent. She wanted immediate and preferential treatment because she was , "a high profile client." and then began to brag about how much she sold the prior year. Just estimating based on average commission, she would have made a bit over $100,000. Pretty freakin' far from 1% land. Especially compared to the professional athlete that was installed earlier that week.


lol! Dont you just HATE people like that? They usually 1. Have other issues, and 2. Tend to lie to inflate ego to take it out on others. Tend to be real rays of sunshine.

 

[SteveSRT8]

Originally Posted By: hattaresguy
Why do people make simple things so challenging... drop the car off, pick up a loaner, when its done its done.


Yep, it's actually a pretty simple process, but it does take TIME. That's what I value, and one of the reasons my trips to ANY stealership are few and far between!

If you are in business you may find that serving your clients means more than just setting a time. Every single one is different and if you find out what their values are you can possibly win them over to you for life! This can make you a lot of money.

At the same time you must realize that some folks will never be happy no matter what you do. These you should simply stop working for. "Fire" your worst clients quickly and learn to recognize them early.

 

[The_Jeff]

^ +1!

 

[fdcg27]

There is a very human tendency to view the work of others as being simple and quick.
People often fail to understand that it is one thing to squeeze a car in for an oil change, a quick and easy service, and quite another to have more involved inspections and repairs done, for which parts may need to be ordered for delivery, and which may involve a vehicle tying up a bay and a tech for hours.
Allowing people to jump the line and to expect work to be done on demand, due to their poor planning only reinforces this behavior.
As I am fond of saying, a failure to plan on your part does not constitute an emergency for me.
You have my empathy.

 

[The_Jeff]

Originally Posted By: fdcg27
There is a very human tendency to view the work of others as being simple and quick.


And when it is simple and quick (ie a two minute thing) and they get a bill for $85 it's the end of the world.

 

[fdcg27]

Originally Posted By: eljefino
Originally Posted By: fdcg27
There is a very human tendency to view the work of others as being simple and quick.


And when it is simple and quick (ie a two minute thing) and they get a bill for $85 it's the end of the world.


$5.00 for the part.
$80.00 for the expertise.
Those who don't understand that should start doing their own repairs, and then they might understand that OBDII or not, it isn't always all that easy to diagnose a failure.
The wrench turning is often hard, as anyone who works on their own cars knows. Determining what needs to be wrenched is often harder, and that's what you pay a good tech for.

 

[supton]

Originally Posted By: hattaresguy
Why do people make simple things so challenging... drop the car off, pick up a loaner, when its done its done.


Wouldn't that be nice? Where do you get a loaner from? The mechanics I've gone to don't have loaners (don't blame them, takes money and time to keep one's own cars going, and what do you do, keep a pickup, a minivan and a sports car on hand at all times?). Not only that, but I live miles from a rental place.

I consider myself lucky to be driving a beat up Lancer on loan from some friends. The only reason why it's available is because of a lost license. I'm a whisker's breath away from buying a spare vehicle simple because of driving an older car (8 year old VW) means who knows how long it'll be in the shop at any given time.

I do empathize though, I've done electronics repair, and attempted some car repairs, and have hung out in the mechanics shop on occasion. Takes time and effort. I look forward to being in a spot where I can just drop it off the night before, and pick it up a few days later, with whatever's on the punch list been repaired.

 

[SwampSurvivor]

Originally Posted By: eljefino

I worked in a tire store briefly and for heavens sake when you get your car serviced, drop it off and forget about it and let the writer know he has it all day. You'll get much better quality of service.


Luckily for me, I have two vehicles and can afford to have one down for a few days. Whenever I need to schedule anything I always ask for 2-3 weeks out (even if emergency). When I drop it off I usually let them know it's not a big deal if it can't get fixed within a few days.

 

[javacontour]

Actually, the very first reply to the OP referenced the "one percenters."

Originally Posted By: moving2
Originally Posted By: gfh77665
If some of you think "one percenters" are the ones who act bad, you need to observe the ones who have been on welfare for decades. They have the mentality that the world OWES THEM EVERYTHING. And they scream and accuse if they don't get it.

I'll take dealing with a "one percenter" any day over the welfare divas.


gfh77665- nobody even brought up social classes before your post, so I'm not sure where you pulled this out of (...oh wait, yes I am). Were you just waiting to vent about welfare recipients? Sure sounds like it.

Thanks for your objective analysis. It's worth the paper it's printed on.

 

[The_Jeff]

Originally Posted By: javacontour
Actually, the very first reply to the OP referenced the "one percenters."

Originally Posted By: moving2
Originally Posted By: gfh77665
If some of you think "one percenters" are the ones who act bad, you need to observe the ones who have been on welfare for decades. They have the mentality that the world OWES THEM EVERYTHING. And they scream and accuse if they don't get it.

I'll take dealing with a "one percenter" any day over the welfare divas.


gfh77665- nobody even brought up social classes before your post, so I'm not sure where you pulled this out of (...oh wait, yes I am). Were you just waiting to vent about welfare recipients? Sure sounds like it.

Thanks for your objective analysis. It's worth the paper it's printed on.


Yes I did! And to clarify, the one-percenter to whom I was referring never had to work an ice cream stand in college, or anything else in the customer service field. Since he's coasting on "old money", he also doesn't seemingly understand the realities of keeping mechanics' billable hours up, or the drag of an inventory of parts.

So he's really a good example of the attitude of a customer for those dealers with too much staff and parts, free latte, wifi, and loaner cars, but he's too cheap.

By the same token, someone on welfare who hasn't held a customer service job, I might expect to be the same brat. If you'll remember the toyota gas pedal recall fiasco, bratty people on TV (IDK from which walk of life) were screaming about why they couldn't get their car fixed TODAY!!!

 

[javacontour]

I get it.

I don't know if one class or another is more "entitled" or just displays their entitlement mentality in a different fashion.

I really can't say any more without getting all political so I'll just stop here.

Originally Posted By: eljefino
Originally Posted By: javacontour
Actually, the very first reply to the OP referenced the "one percenters."

Originally Posted By: moving2
Originally Posted By: gfh77665
If some of you think "one percenters" are the ones who act bad, you need to observe the ones who have been on welfare for decades. They have the mentality that the world OWES THEM EVERYTHING. And they scream and accuse if they don't get it.

I'll take dealing with a "one percenter" any day over the welfare divas.


gfh77665- nobody even brought up social classes before your post, so I'm not sure where you pulled this out of (...oh wait, yes I am). Were you just waiting to vent about welfare recipients? Sure sounds like it.

Thanks for your objective analysis. It's worth the paper it's printed on.


Yes I did! And to clarify, the one-percenter to whom I was referring never had to work an ice cream stand in college, or anything else in the customer service field. Since he's coasting on "old money", he also doesn't seemingly understand the realities of keeping mechanics' billable hours up, or the drag of an inventory of parts.

So he's really a good example of the attitude of a customer for those dealers with too much staff and parts, free latte, wifi, and loaner cars, but he's too cheap.

By the same token, someone on welfare who hasn't held a customer service job, I might expect to be the same brat.