In our third installment of this car wash reputation management series, we’re going to take a closer look at how to deal with a difficult customer who comes to complain in person. Since most people take to the Internet to complain anonymously, you know that you are dealing with a special case when someone comes into your establishment to vent about a problem. With that in mind, here are a few tips to help you deal with this particularly difficult situation.
Let the Customer Get It Out
No one likes to be yelled at, especially in front of other customers, but cutting off someone who took the time to come and complain in person is not going to help matters. Most people cool down once they get to express themselves. By patiently listening, you may even end up getting an apology later.
Be Understanding and Acknowledge the Concern
It can be tempting to defend yourself or your business on the spot, but it is important not to minimize the feelings of the customer. They have been upset or disappointed in something and telling them they are wrong isn’t going to make things better. You can apologize and recognize feelings without admitting any kind of guilt. Say something like, “I’m very sorry you had an unsatisfactory experience. We hold our car wash to a high standard, so let me see how I can make this right for you.” This also keeps things professional rather than resulting in an argument in front of customers or employees.
Give Your Employees the Authority to Fix It
You won’t always be at the car wash when a customer comes in with a problem. If your employees are not trained to deal with a difficult customer and given the authority to offer a solution, there is no way to keep the problem from escalating. Whether it is a gift card for a free wash or a set amount of credit, you have to allow your employees to make a judgment call on how to placate the customer. Otherwise, your employees are only allowed to get yelled at and further disappoint the angry customer rather than provide a resolution.
Car Wash Reputation Management Professionals
At Car Wash Pro Designers, we have decades of experience with car wash design, development, and management. We are happy to provide tips for successfully managing the reputation of your facility, but we can also help you to design and build a turnkey business, so be sure to contact us for more information.