We all have them, customers that habitually blame your employees and your dealership for anything and everything. This particular class of people take away what you can offer your really great customers who may actually deserve something extra because you and your employees have been beaten down. All of you know exactly what I am I writing about! So in short I will give you examples from friend’s dealerships as well as my own and then pose my questions to you.
First, the woman who called in two weeks after her last routine service and stated the technician stole the batteries from her remote key fobs. Apparently the gas cap was also stolen from her car and she states that when the tires were changed in October of last year the technician took her tire valve caps and installed rusty caps from another customer’s vehicle onto her car.
The vehicle in question is a 2008 in which the fuel filler cap was replaced under warranty 16 months prior, due to a broken strap. The valve stem caps are aluminum and therefore start looking bad after a winter of snow and salt. After examining the vehicle history there is no record of this customer purchasing remote batteries either through parts or service yet she insists she wants new batteries mailed to her home for FREE or she will never come back. After reviewing the vehicle history, she has a habit of this type of behavior. Further, she claims she can read people’s minds and knows that the dealership is full of thieves.
How about the customer who claims he is owed a new sirious satellite radio for free, well a $1600 value or cost to someone. This gentleman owns a 2003 model year vehicle and after speaking with him and examining the vehicle history it is evident he purchased an upgraded radio in 2007. All parts as you know come with a one year unlimited mileage warranty for most manufacturers. A work order from 2010 shows that the radio was replaced again due to a malfunction of the display, however the work order shows only the installation and there is no $1600 part billed to the RO. Therefore the customer brought his own used satellite radio to the dealership for installation. This customer was expecting a free $1600 satellite radio unit and fought tooth and nail to get one for free.
The customer who brought his 2009 black sedan in for routine servicing and then upon pickup blamed the dealership for the application of swirl marks to the vehicle, the finger nail scratch marks around the door handles and the bent rims. After careful examination of the vehicle check in sheet, it was evident that the swirls were marked down along with the chips on the rims where the rims were bent. As well this customer has a history of this type of blatant negative behavior and therefore the vehicle was never driven off the lot. Therefore the rims were bent prior to visiting the dealership.
Further, this customer was given a loaner vehicle and proceeded to bring the loaner back with damage all over the vehicle, a total of $1400 damage on a vehicle that he was the first person to use. That’s right, the vehicle had .9 miles on it before it was loaned to him yet he claims he received the vehicle with the damage on it. He is disputing the credit card charge for the damages.
The vehicle that showed up for service covered in slush and snow along the front bumper approximately half an inch thick was pulled into the service drive. While being written up with the service advisor the snow and slush dripped off the vehicle allowing a full unobstructed view of the bumper at the front of the vehicle. Before the vehicle was even moved from the spot the customer had parked in, the customer turned to the advisor and stated what did you do to my vehicle that scratch was not on my vehicle when I brought it in; you are going to fix and paint my bumper for free!
Or how about the woman who owns a 2004 vehicle and drove into the parking lot with two blown front tires. She proceeded to enter the service area screaming that six months ago she purchased new tires and a wheel alignment and she lost control of her vehicle due to the fact that the alignment was out and she crashed her car into a curb and blew the front tires off the rims. This woman was cursing up a storm with no mind that children were sitting within ten feet of her. She wanted FREE tires and she wanted the cosmetic damage repaired on her vehicle at the expense of the dealership. It didn’t matter to her that she actually lost control of her vehicle on ice and crashed, someone else must take responsibility for her lack of judgment and carelessness.
A sales customer who purchased a BMW last fall for her 16 year old son came back to the dealership with the son wanting a refund because the son feels that the salesperson should have pushed him to purchase the all wheel drive (X-Drive) version because he couldn’t drive his vehicle during snowy days. Apparently the young man became so verbally violent towards the salesperson and his mother that he was asked to wait outside the showroom in the parking lot. During his exit walk through the showroom he spit all over the showroom demonstrator vehicles in front of employees and other customers while spewing obscenities about the product, the people and the dealership.
Are you starting to see similarities between these customers and some of your customers who frequent your dealership, or is this strictly a New York state of mind mentality?
My questions have some insight mixed in between them, so here goes.
1. Why do we, as a collective, meaning dealerships in general keep advocating and condoning this type of behavior? We keep believing that pacifying this type of lying, cheating deceitful customer will win the day! We keep telling ourselves that we can win them over and then we own them forever! Right? - - WRONG! Once you give in when you know clearly that the customer is lying, they’ve got you, and they will continue to push the envelope each and every time they visit your service department or your sales showroom.
2. Why do we pacify yelling screamers that swear at your employees and degrade them? I will tell you why. Because it is easier to give in then it is to weed the garden of toxic plants where you are trying to grow fruit. Have you not noticed that customers who pull this type of behavior actually stifle your employee’s motivational level? Have you not noticed that they infect other customers who may be present to hear their dissertation on HOW BAD YOU ARE?
3. When was the last time you actually witnessed this type of behavior from people in a doctor’s office, dentist’s office, the hospital, the lawyer’s office or in most other professional settings? If you have it is probably far and few between. This article was sparked after speaking with a colleague who is consistently dealing with this at his dealership. Why do we collectively try to pacify these people by giving in?
4. In life when you are married to the wrong person and their behavior becomes more then you can handle you DIVORCE that person! Why is it so hard for people to DIVORCE a customer who is obviously hurting the business and taking advantage of you, your employees, your generosity and your good character?
5. Did you know that it takes twice as much energy to deal with a negative situation then a positive situation? So why do you waste so much time and energy on dealing in negative when you could have an abundance of energy to offer positively to the people who really do deserve your attention?
6. Are you starting to get my point? Negative people SUCK the energy right out of you, whereas offering positive energy to those that genuinely need and deserve it builds more positive energy within due to the awesome feeling that giving really offers to the person that does the giving.
7. Why do we continually allow and condone this type of behavior? Is it because we are afraid of losing a customer? Is it because we are afraid this customer will tell his/her friends and family? Let me ask you another question. If their friends and family are anything like they are, why do you care? Get rid of these people before you become mired down in the sticky smelly muck or negativity this behavior breeds. There is a saying, “If it looks like shit and smells like shit, it must be shit”! Rid yourself of the shit!
Next time you are dealing with one of these ungrateful, deceitful cheating customers ask yourself if this customer is really worth the time and trouble to save. Check the history and examine if this is an ongoing ritual of giving away freebies and of getting nothing in return. If this is a one way street you may be eligible for divorce court.
Shame on you if you give in and shame on them for being the lying cheating people they have become. It is sad to know that we as an industry are exposed everyday to underhanded, sneaky conniving cheats that will try all sorts of things to get free repairs or painting on their vehicles that they themselves take no responsibility for. It is a good thing these people generally only make up only approximately .5% of your clientele.
The good news is 99.5% of your customer base is made up of really great people who will frequent your business because you offer awesome sales and service experiences. Concentrate on giving these people the attention and your positive energy, weed the garden of negativity and you will grow your business and have a much happier work environment for your employees and your appreciative customers!
David
