You may have done the most amazing repair at the most reasonable price, but if the customer perceives that they were overcharged or there’s some other misunderstanding, then their perception is not going to be a positive one.
Changing seasons seem to always bring about fluctuations in fuel mileage for gasoline powered vehicles. While variations in ambient temperature may result in a slight difference in fuel mileage, changes in fuel composition between winter and summer blends is the key contributing factor. These different blends are also the reason that fuel prices always seem to go up in the warmer, summer months – and you thought fuel companies were just greedier during vacation season.
How you answer the phone is extremely important especially to a customer that has just experienced a vehicle failure. Bruce provides some great guidelines on how to answer the phone.
Lessons learned: follow your own rules; they are there for a reason.