Everything Goes Right But the Customer Is Still Upset

Foreign.

This is the big show where we answer your questions. The phone number, should you have a question is 8333 Ask SDR. That's 8333 Ask SDR. I'm Chris Collins and this is Chris John. Hello, everyone. Chris Johnson.

I feel like that keeps getting longer. It's kind of fun.

It's fun to say.

Yeah.

Christian, do you notice people say that to you? Yes.

And email it to me, like spell it out. A lot of O's.

That's fun.

It is. It's great. I love it.

Okay, let's go to the question for this week.

Hello, gentlemen. My name is Nick. I'm a service manager at a high volume Chevrolet dealership. My question is. In a situation when everybody does their thing right, your advisor does it right, your technician does it right, it just, you know, it goes as it should go. But when you have a customer who's unhappy about the diagnosis, charge the total repair fee, whatever it may be. But they're asking for something back, a discount, something free. Do you give them the discount? You give them something, something free. And I get. It really depends on the customer, whether good customer, bad customer or not. But in general, just what is your guys's opinion on that? Also one more thing. I got a question for Chris John. Do you know why Moses drinks so much coffee? Good friend of me. Good friend of mine. Sorry.

That's great. That's great, Nick.

So many jokes.

Bruising.

He does.

That's, that's very close to a joke you would tell. Yeah, I'd say that would fit in here.

I would, I would say I might have seen that one once or twice in my, my travels.

You knew the punchline.

I did.

That's great. So Nick, trying to figure out how to say this nicely.

I think he's going to pull the bandit off, probably.

Let me, let me abstract this for you, Nick. And let's just, let's let's use our mutual admiration for Christian as an example here. So if Christian tells a joke.

And nobody laughs.

Was it funny?

To me it was. I don't care. People laugh. I'm good either way. But that's not true. I like to make people laugh. But I also like the groan.

Let's maybe if. What have we said?

Let me, let me, let me rephrase it. If Christian tells a joke and his intention is to get people to laugh and they don't laugh, was a joke funny?

No.

Yeah.

And it hurts.

And so I think sometimes, Nick, we live in this world where we, we Believe in Disneyland fairy tales and the idea that things are an even exchange of value. And if we just show up and work hard, everything's going to be okay. And if we're good, only good things are going to happen to us. And if we're bad, only bad things are going to happen to us. And that's not how life is. Good things happen to bad people and people work really hard and get nowhere.

And.

So.

Have to focus on the outcome. And just because you worked hard, just because you did everything right, if the customer at the end of the day perceives something else, you need to change what you're doing. The score is how the customer feels. And we're at the end of the day, we're managing emotions and expectations. We're not selling oil changes. Retention. And customers coming back and liking us is based on how they feel about us.

Not based on whether we did it right. I mean, think about a customer calls in to an advisor and is upset and says, nobody called me. And the advisor says, I left you two voicemails. I documented it right here. Here's the time. Here's the time. Is the advisor right? Yeah. Are they going to lose?

Yeah.

Yeah. So we want to win. We don't want to be right. So doing the right thing and working hard is expected. That extra 25%, which is the magic, focusing on expectations and emotions and communication and genuinely connecting. Now, the thing I heard when you were explaining, you know.

The customers feeling a certain way is very easily fixed by connecting with the customers on a deeper level and becoming their friend and not making it just a transaction.

Don't you think in that case too, when you connect and you. They're friends, like. So this is one of those situations what, what Nick gave was that customer comes to pick up their car and at that point they're disappointed with the bill. If you're friends, they would let you know before they said yes. That's the other thing you buy is the equity of the objection prior to the sale.

That's tough when they get to the cashier window and then the money back way too late. And the. I think the only card you have is to give them money off because, like, I don't know, to me, I'd rather not sell a job than sell a job to an angry person that's going to tell terrible things about me after they leave.

We're going to give you a little extra credit here, Nick, because you're such a sweetheart and your joke was so funny. Little extra credit. Let me ask you a Question, Christian, in that situation, if I was Nick, what would I do?

Customer.

Didn'T feel right, didn't feel good. What would I do as a leader?

You'd say, I'm so sorry that happened to you. I'm going to look into this and figure out exactly what it was that didn't meet your expectations. And I'm going to call you later.

With I'm going to use this as a learning experience.

Going to use this as a learning experience. Yeah.

And then what would I do on the back end?

You would put them on ice and then call back and give them a resolution.

But what would I do on the back end to my People say this.

Is what happens when you don't connect with your customers.

With dramatically. I'm a reaction.

Yes.

How did the dramatically overreact? So it's pretty to the point where they'd never want it to happen again.

Yeah. Would you kick yourself up extra credit?

I've done that before.

It's legendary.

Hurt my foot.

Do you ever wonder if we talk about stuff that's just funny to us and nobody else thinks it's funny?

There's only one person that still works here from that moment.

I know who it is.

Yeah. Everybody else is gone. I missed it by like three minutes. It might have been better for me just to make everybody else gone and not kick the sofa.

Might I have been here and just in the field?

Yeah, you were in the field.

Yeah.

Yeah.

Thanks, Nick. Thanks for the question. Thanks for the joke. Hope that helps. And we'll see everybody next time on Service Drive Revolution. Thanks for watching this week's Drive By. I hope we gave you something to think about over the weekend. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 Ask SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chris collins inc.com. no, it's offers.comchris collinsinc.com I'm Chris Collins, and I'll see you in the next video.