Posted to Shop Management Forum on 6/29/2020
27 Replies
Clients can be difficult and sometimes seem impossible.
Getting along with them is not easy but I feel can
definitely benefit my shop. I have found people tend to do
things for their own reasons. If I show how my approach is
in their benefit my odds of helping them are far greater.
What I may see as stupid behavior is often someone who
places value in places other than I do. If I wish to
convince them otherwise my chances are greater if I show how
changing their approach will benefit them.
For instance, some people may first resist paying my price
to repair a vehicle. They ask for a cheaper approach, say
the guy down the street is cheaper, can they leave it as it
is, supply their own parts or do I think they can do it
themselves? These are all normal questions, do not mean the
client is bad and if I can address them from the client's
perspective, I have a good chance of winning the job.
This is no different from me shopping for a sport coat. The
price ranges from $89.00 to $5,000.00 or more. Not knowing I
may pick the cheapest and that may be fine for my situation.
The difference explained, in terms of my benefit, may make
spending more logical to me.
Client questions are not insults pointed at me. Rather they
indicate a lack of knowledge in a field where I know much
more than the average person. I can get angry or I can
explain why it may be in their best interest to see it my
way. I find one frustrating the other profitable.
Louis Altazan Manager/Owner AGCO Automotive Baton Rouge, Louisiana, USA
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