Unsatisfied Customers Survey
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I’ve read two separate articles now that are both suggesting that 90% or more people won’t bring their vehicle back to have something redone. They just won’t come back period. Do you guys agree with this? Opinions?
NO …I’m human , least thats what the biology book says
I make mistakes , or miss something , once in a blue moon , but don’t know it if the customer don’t come tell me and I can’t fix it if you don’t come back.
We are in this to please our customers , and if they are not pleased , then my jobs not done. Please come back B)
I agree. Across the board, in any industry, most unhappy customers will never say a word to you about it. They *will* tell a whole lot of their friends though.
I agree but disagee
I go over all customer cars with them and you can tell if they are not happy
In this neck of the woods not to many complaints but those who do are real pain, you know were and I find if they are unhappy most of the time…..no matter what you do……… you will not make them happy no matter how far over you bend
Here they won’t deal with you they deal with the big gun
So I am glad they are mostly happy
So after all that I guess I am saying it depends on areaI would say the majority of the customers will return if not happy with the repair. Going over the repair before hand and feeling out the customer for what their expectations are is important. Doing a walk around after the repair and listening to them as you explain what you have done gives you a better idea about how satisfied they are and I always tell them that if they have any questions or concerns to always call me no matter how trivial. No matter how good you are at keeping the customer happy,there will always be that one customer that no matter what you do he will never be happy.You are better off investing you efforts to keep your good customers happy and cutting the bad ones loose.I have learned from experience as a service manager that you can waste so much time and effort to try and turn them into good customers and they will still shit on you in the end.Maybe I have been doing this too long.
Case in point…
I have an obvious colour discrepancy from both my rear quarters to my rear bumper. I’m not [b]completely[/b] satisfied with the outcome of the job, albeit the rest of the car looks great!
I didn’t want to go back, and be a thorn in someones side for work they had done, as I was expecting a rough challenge as they would defend their work.
I don’t want to be rude, invasive, ungrateful, or nit picky…maybe because my own personality traits don’t want to be the person that came back and complained.
I don’t want to be “that” customer I remember when I used to work behind the counter at Tim Horton’s…who knows.
[i]Edit…shop is taking care of the repair..all I had to do was ask 🙂 Didn’t expect the number to be as high as 90%, but I know I would have fallen under that category.[/i]
wouldn’t life be simple , if everytime you did something , you were able to please the one you did it for.B)
one can only put forth the effort , I do …. I never try ….try is the first word in failure.
I’d say it depends on how you handle the problem if we did something I’ll always stand behind taking care of it.We do a massive amount of repeat customers because they know we stand behind our work.but we do get the occasional disgruntled customer that no matter what you do, is going to someone else.I just had 1 what I was a good customer come in because their frnt bumper which we replaced was chipping they live on a gravel road.but being the shop we are and their past business i took it of itand stripped down completly and repainted it for them free of charge. 8 hours stripping by the way and 2 day rental at my cost.well 2 weeks a go they whack a deer and take it to the hack shop down the road.well long story short new bumper is peeling already looks like it was never even prepped:laugh:.
[b]MG71 wrote:[/b]
[quote]I’d say it depends on how you handle the problem if we did something I’ll always stand behind taking care of it.We do a massive amount of repeat customers because they know we stand behind our work.but we do get the occasional disgruntled customer that no matter what you do, is going to someone else.I just had 1 what I was a good customer come in because their frnt bumper which we replaced was chipping they live on a gravel road.but being the shop we are and their past business i took it of itand stripped down completly and repainted it for them free of charge. 8 hours stripping by the way and 2 day rental at my cost.well 2 weeks a go they whack a deer and take it to the hack shop down the road.well long story short new bumper is peeling already looks like it was never even prepped:laugh:.[/quote]OH MAN I WANT TEN MINUTES WITH THE GUY THAT CAME UP WITH THE PAINTED FUCKING RUBBER/PLASTIC FUCKING BUMPER.
Just to thank him for the money I make painting and painting and painting his fucking painted bumpers.
Thank You brainless car designers
hint: when designing a part , look at the name assigned to it , hence , the word , “BUMPER”
Oh I know …..hehehehehee……we’ll make it painted plastic :silly: so if they touch anything with their bumper it’s FUCKED:S :silly: :woohoo: :woohoo: :huh: :laugh: B)
Oh did I mention I’m not a fan of plastic bumpers. B) but they are paying the bills B)
ROFL:woohoo:
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