In Part 1, you will recall that we had the goals of discovering the truth, building trust, and de-escalating the customer's anger (a.k.a. extracting the venom). We learned how to set expectations, communicate during the first meeting, and how not to irritate the customer. Here's how to build on your initial success and capitalize on the customer trust you have earned.
Present at least two (2) potential solutions for the customer. When you present a singular solution, a customer feels like you are shoving an answer down their throat. If you proceed that way, then a lot of the trust building efforts you've earned will evaporate. Be creative and don't be afraid to try something different.
It's okay to offer options where the economies are different. For example, maybe you offer to make three (3) payments of $xx or a service and parts credit of $yy and those numbers have $500 difference between them. You may be surprised which option the customer chooses.
In any event, offering options shows you care and that you are trying really hard to help the customer. Words can be perceived as "cheap," and here you are showing the customer that you care by not just serving up one option.
Consider documentation changes to your customer facing paperwork to guide how this process may look (i.e. an alternative dispute resolution structure.) Be creative here, too. Arbitration is not the only way to handle this. I think arbitration is overrated and ineffective and does not solve problems. It prolongs problems but does not help you, in my opinion. That is a future topic that I will cover. In short, there are all kinds of creative structuring which may work for your dealership.
So, you did it! Be proud of yourself and allow yourself to have a quiet moment of success. Success comes in many forms and a job well-done is the result of your good attitude. Well done.
Please contact me if you have any further questions. I've handled well over 1000 customer complaints of all shapes and sizes in my 30+ years in the business.
Check out these 3 videos with quick steps for resolving a dealership customer dispute, complaint, & problem.
Tom Kline, a former franchise dealership owner with 30+ years of experience, specializes in risk mitigation by preventing and solving dealership problems through risk transference remedies, compliance, and dealership dispute resolution. Tom is the Lead Consultant and Founder of Better Vantage Point and has worked with both publicly-held and private dealerships. Kline speaks at national conferences and workshops, writes for six (6) publications, and has endorsements from multiple trade groups. Thanks for seeing things from a Better Vantage Point, where “We Get You Out of Trouble…and Keep You Out of Trouble."
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