we had one that the day the customer picked up the car he cried on social media about his so called mediocre paint job and how anyone with brains would never have work done here
I simply replied with the truth ( " If you were not happy with your cars paint job then you should have brought your concerns to our attention when you were picking the car up then we could have addressed your concerns at that time ")
I now have a woman who is suppose to bring her car back for a check engine light concern to see if its from work recently done by me but she has canceled or no showed twice so far so we will se if she shows up Tuesday morning this week or not
if she is a no show again I will just write her off as a lost cause because I am offering to scan her car for free to see if its recent parts changed if so I will replace them at no cost to her
if it turns out to be something else then I will try to explain to her what needs done and leave the ball in her court if she wants me to do the work or not.
but she cant say I never tried to help her
Edited by Custom Coach
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Topauto
Just be true to your integrity. Complete the job correctly at the agreed on price.
Never I say never be available to work on their vehicles again.
Lesson learned.
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FROGFINDER
The argumentative nature was the red flag. Vetting customers is the most important part of the service advisers job. If you do the repairs i would demand cash payment in full to release the car.
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spencersauto
I would post a review in response to theirs stating the facts. For example I would say we appreciate you trusting us with your vehicle and we are sorry to hear your experience wasn't as expected. We feel we met all your expectations by providing you with an estimate prior to the work being completing, we completed the work in the estimated time and we were unaware of any issues until reading your reviews. We would love to know how we could have made your experience with us better so please contact us at -------.
We got a three star review from someone last week just because we couldn't align his vehicle because he had over sized wheels. Customer has never been in to get a true idea of what were about. Frustrating to say the least.
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ADP
This is exactly what I would do.
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gandgautorepair
We had this happen last year. Said we broke their cruise control and we had noted on the RO that there was a symptom related to the cruise control when we did our inspection. Customer argued, but left with a smile on their face, and then plastered negative reviews on every possible site. Oh well. I answered them all with the facts, which is all you can do. People see through that stuff. People also see that all of our great reviews aren't fake.
Do what you say you'll do and let it go. If you haven't started on the repairs, then maybe stop now and don't do it. The purpose of the bad reviews is to manipulate you do drop your price when the customer picks up the car in exchange for revising or removing the reviews. You choose if you want to live with the reviews or pay the guy to remove them.
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Truett
A very smart man once told me.... “You can bend over so far you fall on your face”. With some people you just can not please them no matter what you do.
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xrac
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