A customer in Tempe told me my work was clean but my attitude was rough

It was about two years back, this guy brought in his old Ford Ranger for a brake job. I got it done quick, but I guess I was kinda short with him when he asked questions. He paid, then called the shop later and said, 'You know your stuff, but you made me feel dumb for asking.' That hit me. I started making a point to explain things simple, like pointing at the old pads while I held them. Anyone else get feedback that changed how you talk to people?

3 comments

3 Comments

adam_nguyen71mo ago

Ever think about how much easier the job gets when they trust you? After a few comments like that, I started handing customers the old part while I explained the new one. Like showing a cracked rotor and saying "see how thin this is, that's why it was shaking." Turns into less back and forth because they can see the problem, not just hear it. Makes the whole interaction smoother for everyone.

andrew8541mo ago

Totally! It's like the proof is right there in their hands, so they don't feel like you're just trying to sell them something.

the_elizabeth27d ago

Haha yeah, I'm usually the one who needs proof that my own car is actually broken!