Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Sep 11, 2007 6:39 pm Post subject: What's Your Respon$e? II
louis wrote:
Later in the afternoon Dan had still not been reached. The vehicle was checked for the original complaint and found to have several worn suspension and brake components. When Dan was finally reached, he was given the findings. “That transmission has never given me any trouble before.” What’s your response?
The story with Dan(What’s your respon$e) is a true one and occurred several years ago. I suppose it might better have been entitled, What’s Your MY respon$e?
I can confess my natural response would be to jump immediately to “defense mode.” “What, do you think I broke your transmission?” Fortunately, over the years I have learned better. Instead I took a deep breath and kept my mouth shut. As Bud has often wisely brought out, active listening is key.
Dan’s next phrase was, “Shouldn’t I have had symptoms?” “Normally you will have some warning, but not always, has it been shifting differently” I asked? No, not at all. I asked, “Have you noticed any slipping?” “Well, the other day, I put it in drive and it wouldn’t move. I turned it off and when I started it, it slipped a bit and then took off. I guess it’s about time for it to go.” The next question was, “How much would it be with the transmission included?”
I initially misinterpreted Dan’s comment. From his words and tone, I inferred he was blaming me for the problem. That was not his intent at all. He was simply shocked and that was the first thing that came out. Thinking back, I wonder how many times I popped into defense mode and actually caused a problem that need not have existed?
Joined: 04 Sep 2007 Posts: 47 Location: Grand Rapids, MI, USA
Posted: Sat Sep 15, 2007 11:16 am Post subject: Re: What's Your Respon$e? II
louis wrote:
louis wrote:
Later in the afternoon Dan had still not been reached. The vehicle was checked for the original complaint and found to have several worn suspension and brake components. When Dan was finally reached, he was given the findings. “That transmission has never given me any trouble before.” What’s your response?
The story with Dan(What’s your respon$e) is a true one and occurred several years ago. I suppose it might better have been entitled, What’s Your MY respon$e?
I can confess my natural response would be to jump immediately to “defense mode.” “What, do you think I broke your transmission?” Fortunately, over the years I have learned better. Instead I took a deep breath and kept my mouth shut. As Bud has often wisely brought out, active listening is key.
Dan’s next phrase was, “Shouldn’t I have had symptoms?” “Normally you will have some warning, but not always, has it been shifting differently” I asked? No, not at all. I asked, “Have you noticed any slipping?” “Well, the other day, I put it in drive and it wouldn’t move. I turned it off and when I started it, it slipped a bit and then took off. I guess it’s about time for it to go.” The next question was, “How much would it be with the transmission included?”
I initially misinterpreted Dan’s comment. From his words and tone, I inferred he was blaming me for the problem. That was not his intent at all. He was simply shocked and that was the first thing that came out. Thinking back, I wonder how many times I popped into defense mode and actually caused a problem that need not have existed?
Louis:
This is an excellent illustration of why the people on the service counter are so critical. Many shop owners (like me who has a low tolerance for these situations) need to get off the counter! And others need to replace their current counter people with better ones.
_________________ Tom Ham
AutomotiveManagementNetwork.com - Hams Management Systems
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Sat Sep 15, 2007 3:54 pm Post subject: Re: What's Your Respon$e? II
Hi Tom,
Tom Ham wrote:
Louis:
This is an excellent illustration of why the people on the service counter are so critical. Many shop owners (like me who has a low tolerance for these situations) need to get off the counter! And others need to replace their current counter people with better ones.
Great point! The only things I might add are these:
I have found the same passion for the business that makes this hard to take, makes the individual that takes it to heart very valuable. You might find that you are also excellent with other clients. That is hard to replace.
Even though I was no longer at the counter, I found it hard to disguise such feelings. I took myself out of the situation, but I still affected the entire climate of the company. For me help came in the form of a bit of training in psychology.
Once I learned more about how people think, the things they said and did affected me much less. Changing my perception changed this for me. I now tend to see it as simple human nature. This made my life much easier and gave the business a huge boost as well. I now enjoy client contact more than any other part of the business.
What might appear to be a weak point might well be one of your strongest points, and a strong point of the business. Just something to ponder. Thanks Tom, I appreciate your input.
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