In this episode of Hard Shop Life, Coach J and GMan discuss the issue of customer entitlement in the automotive industry. They share personal experiences and insights on how to handle entitled customers and provide tools and resources for service advisors to navigate these situations. When handling emotional customers the importance of empathy, communication, and setting clear expectations is the key to success. These natural tactics will improve overall customer satisfaction and retention. Helping you advisors to overcome the challenge of tough customers will also increase you employee retention. Service advisors are valuable to the industry and providing them recognition and support will make you stand out.
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