Ratchet+Wrench Radio - How to Deliver Bad Customer News

How to Deliver Bad Customer News

08/24/21 • 13 min

Unfortunately bad news is an inherent element of the auto repair experience for most customers. But how exactly do you break bad news without overwhelming your customers or tanking the customer experience? Customer service expert, speaker and author Jeff Toister explains how to be the bearer of bad news without sacrificing customer relationships.

Previous Episode

How to Tap the MSO Mindset

The transition from single store to multi-shop operator requires plenty of strategy and shop owners who plan ahead can still find themselves blindsided as their expansion gets underway.

So, how exactly can you begin preparing for that growth well in advance? Shop Fix Academy founder Aaron Stokes shares his own journey and key lessons learned as he grew his business, the staffing strategies that typically catch shop owners off guard, and the mindset shop owners will need to tap in order to set their growing operations up for success.

Next Episode

What Makes a Bad Customer Experience?

Understanding what makes a good customer experience is as much about learning what to do as it is learning what not to do.

Editorial Director Anna Zeck chats with Jimmy Alauria, owner and president of 3A Automotive in Phoenix, Ariz., about her past experience with repair shops, giving a unique perspective about what an actual customer is looking for. What went well? What didn't? And why did she choose to leave her shop for somewhere else?