Originally Posted By: bdcardinal
Also working at a dealer, you will get people complaining for things that make no sesne. I had a customer who walked in and asked for a t-stat and gasket on a newer Crown Vic. I turned around and grabbed the 7L3Z-8575-D and a F1VY-8255-A and had the invoice ready in under a minute. They complained to my manager that I didn't "engage them in small talk while processing their request." Seriously, I had to explain myself for that. Anyone who knows me, knows I do not make small talk.
It drives me nuts when customers expect me to be a therapist, mind reader, or walking factory service manual.
GM sends out a magazine to parts and service people. The current issue has a short article about "Why Customers Leave." One bullet point says "they believe you have stopped caring about their business." That is wrong. The times I have done everything short of tell a customer "I don't care about your business," they come back...again, and again, and again.
Not 45 minutes ago I had a Kia customer come in for a battery terminal. No VIN, doesn't have the car with him. He tells me he has a Kia Elantra. I told him that the Elantra is a Hyundai and started naming Kia models to jog his memory of [censored] he was working on. Then he asks me, "so, it's a Spectra right?" I said, "I don't know sir, I need you to tell me." He then wanted me to get him a terminal from another location for a 2001 Spectra so he could look at it. I told him it would be a couple hours before I'd have the terminal here, at which point he stormed out. Here's a clue...if you don't know what you are working on, you probably shouldn't be working on it.