A Remarkable Results Radio episode highlighting when is it wrong or right in Firing Customers. It takes more to attract and retain a new customer. Understand the importance of every decision.
Joe Hanson owns Gordie’s Garage. Joe has attended Management Success, NAPA training, Lawrence Tech University and most recently he is a member of the RLO 20 Group 13. He has earned his ASE C1: Automobile Service Consultant Certification. Under his father’s leadership, he has seen what it really takes to make a business like this work. Listen to Joe’s Episodes https://remarkableresults.biz/?s=hanson (HERE).
Jerry Kezhaya from The Auto Shop in Plano Texas has been in business since 1981. Plano is a northern suburb of Dallas with a population on 280,000. According to Jerry, it is the top growing county in the US. His 35,000 sq ft shop has 21 lifts with two flats per lift.
Jerry is a business coach and prides himself for getting out of the shop between 80 and 120 days a year to work with clients, attends seminars and enjoys wine. Listen to Jerry previous episodes https://remarkableresults.biz/?s=jerry+kezhaya (HERE).
Doug Callaghan, CEO Vic’s Service Centre in Wainright, Alberta Canada is the winner of the 2016 Auto Care Association ACE (Automotive Career and Education) award. Doug shares his story of transformation, recognized by Auto Care, that earned him this recognition.
He made a significant decision in early 2015 when he took how his business was operating and threw it all in the garbage. He started from scratch. Everything. He says, “a lot of owners that ask for the help and invest in the outside training yet fail to provide the leadership to make those ideas and plans become reality, I was not going to let that happen. I wanted to see an increase in our net profit and a better life for myself and my team”. He continues that commitment today. Doug has experience working with disaster plans with the Credit Union Board that he chairs. Find other episodes that feature Doug https://remarkableresults.biz/?s=%22Doug+Callaghan%22 (HERE).
https://youtu.be/IPYY6CvcUqQ (LINK: Chick-Fil-A — Every Life Has a Story)
Key Talking Points:
Joe Hanson
Non-Payment
If the customer stops communicating that is a warning sign
Disrespectful or mean to staff
Other than that…you have control…
Are you bringing the best out in people? Maybe YOU should be fired!
I can be a good customer or bad customer just like anyone else
If I am having a bad day and I get bad service I could see myself becoming a customer that “they don’t want”
People skills can avoid firing customers. It can turn a “should be fired customer” into a great customer
Empathy
Caring
Patience
Listening
Taking the time
It is our responsibility to build a culture of “I don’t want to fire them” customers
Are you the cheapest in town?
Do you have a “crappy” looking facility?
Do your team members portray professionalism…
In how they act
In the way they dress
How they answer the phone
The way they sell
You will attract customers who can relate to how you present yourself
Doug Callaghan
Customers that are mean or abusive to the staff and become high maintenance
Believe it is ok to price shop and demand that you meet a cheaper price, they do not value the relationship we are trying to build
Engage in or suggest that we help them complete unethical activities.
They no longer fall into our avatar client and become problem prone and complain.
You know when a customer that knows everything and is going to tell you how to run your business is not a good fit.
The owner sets the tone on the standards of customer service.
Jerry Kezhaya
When they cost you more then they pay.
Soliciting you to do something illegal.
Forcing you to do something that is immoral.
If the client is not respectful to you or your employees.
The customer is not always right, even though we’ve...