How to Turn the Hulk into a House Cat

How can I do this you ask? Very easily. That’s how. Follow me here; customers only turn into the Hulk when their concerns are not resolved. Think about your personal life. When was the last time a person from a particular company irritated you beyond belief? Think back. When that happened, was there someone to speak to? Did they exceed your expectations and resolve your concern in a quick and professional manner? If they did, it was over and behind you. If they did not, and avoided your calls and/or emails, you most likely began to turn green, your muscles popped out, and your clothes tore off. At that point, you could easily see yourself ripping someone’s head clean off their body.

Why do you think you are any different than your customers. When a customer complains, FIX IT! Acknowledge their concern quickly and resolve it to the best of your ability as quickly as humanly possible. Most times it plays out like this; you get a voicemail or an email and you avoid returning the call or email like the plague, because let’s face it, you’re afraid of being yelled at. When you hit the pause button on a customer, simply because you do not want to be uncomfortable, you get them a bit more mad. It is like a thermometer, or should we say angry-ometer. The more you put them off, the higher their “temperature”. So, they call again, email again, and give you a poor online review. What do you do? Put it off even longer. Now, your customer is the full blown Hulk and nothing short of your head on a silver platter will do.

Customers are usually reasonable. Most humans are not opportunists. They feel they have a legitimate concern. Listen to them. Look for an opportunity to empathize. Get others involved in the solution if need be. Yes, it is uncomfortable. Yes, you might get yelled at. But, by waiting too long, it only gets worse. BE A PROBLEM SOLVER. Run into the mess with all intentions of solving your customer’s riddle. I promise if you do, they will not turn green. In fact, in the end, they will probably be as tame as a house cat.

Author: ebtgains

Stephen is a seasoned leader in the automotive industry. He has a unique blend of achieving results, with an extremely high level of satisfaction for both the guest and the employee. Having a solid background in service and parts, there is a daily sense of urgency to maximize each opportunity. He is a process driven GM for a public automotive group with a passion for personal and professional growth. He is always maximizing EBT opportunities and is open and willing to share ideas and results.

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