Do you think it's fair...................................

6605 Views 51 Replies 0 Participants Last post by Guest, Feb 5, 2005

Discussion Starter · Dec 30, 2004

................to fire a PITA or situationaly abusive (takes advantage of whatever opening may arise and abuses it to their advantage) customer? Of course this would be after any kind of situation had already been taken care of to the customers satisfaction.

I think it would play out like this:

section8 "Are we all set? Everything has been taken care of to your satisfaction?"

Customer "Yes, everything I need has been taken care of, thanks"

section8 "Maybe it's just bad luck, maybe you are trying to take advantage of us or maybe our relationship is simply cursed. But we have decided we can't afford to have you as a customer. Please do not contact us in the future"

From the point of view of a customer is this reasonable? Or should we grit our teeth and bear it?

thanks

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Discussion Starter · #41 · Jan 3, 2005

Re: (Buckelew)

haha.. you don't even know what line of work i'm in, and trust me, telling a customer off is VERY appropriate in my case.

i do car audio installation (higher end shop), and NOT in a "respectable area" as you would call it. you get douchebags coming in asking to do 3 hours of work for 50 bucks... they don't even qualify as Customers.

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Discussion Starter · #42 · Jan 3, 2005

I was a Saab sales manager for six years and salesman for years before that. The store I was at was a Chevrolet and Oldsmobile dealer too. We too had customers that weren't worth having. When I first got in the car business, an old timer who had done it forever, told me the happiest customers are the ones who pay the most profit. Being new in the business I thought "how in the world could someone who pays a lot be happy"? He was right, the chiseling nickel dicks who would not pay any profit were total PITA in service, suddenly we couldn't fix anything right and they were also kind enough to tell us they would tell eveyone they knew how bad we were. The people who payed a profit were reasonable by nature and knew we weren't running a charity and also realized problems arise and it's not a perfect world.
The saving grace in all this is that assholes are that way toward everyone, they aren't just that way toward you, so they will be the same at the next dealership too. Only do for a customer what you would do for a friend and nothing more or less. If the asshole doesn't think that's enough, then tell him you can't please him and good luck at the next dealer he goes to.

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Discussion Starter · #43 · Jan 3, 2005

Bill from section8 here - lots of interesting replies - the last one from Phil998 especially so. Some people, like this customer (no, regrettably not you H8, we'll let ya know when you're that much of a PITA!!!

simply think differently. To most of us, it's A-B-C-D...to this guy, it's A-B-W-H. I agree that there should be no accusatory remarks, as much as it would be cathartic to do it, however, he should in effect be "fired" using the logic/wording that Phil and others have proposed. And that's what we'll do.

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Discussion Starter · #44 · Jan 3, 2005

Re: (993twin)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by 993twin »</TD></TR><TR><TD CLASS="quote">Bill from section8 here - lots of interesting replies - the last one from Phil998 especially so. Some people, like this customer (no, regrettably not you H8, we'll let ya know when you're that much of a PITA!!!

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Discussion Starter · #45 · Jan 3, 2005

Indeed!

Don't bother me with these silly posts...we just got two huge Ducati Performance crates and I've gotta get some work done!
Hahahahahaahaaaaa!

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Discussion Starter · #46 · Jan 4, 2005

Re: (section8superbike)

You have two choices - either fire them or raise the prices to cover the PITA factor. Sometimes in retail it's difficult to do that, but in our business, we do it all the time (construction). We have certain customers that are a PITA, but they pay for the privilege, so that's okay.

I like the example given in the book "Nuts", about Herb Kelleher, the legendary founder and Chairman of Southwest Airlines. One lady was never happy no matter what they did. They tried and tried to make her happy, but nothing seemed to satisfy her. She wrote a letter to Herb complaining about their employees and threatening to take her business elsewhere.

His written response was brief and to the point: "We'll miss you!"

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Discussion Starter · #47 · Jan 4, 2005

Re: (bwhip)

Next time he wants extras, just say no. Politely explain that you can't go out of your way for him and if he has a problem with it, he's more than welcome to go to another dealership. This way you're not actually telling a customer to not come back. Instead, you're defining the way the relationship will work, and if he doesn't like it, he can choose to fire you.

Eric

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Discussion Starter · #48 · Jan 4, 2005

Re: (cakake)

I would say just charge them extra to cover the PITA factor. The shop I use I've been going to now for over seven years. I now live 200km away from him and I still travel to use him. If you are a PITA he will either tell you to piss off or he will charge extra to make up for it. Some of those PITA jobs have actually been quite profitable for him. As a customer I know that things don't always go to plan and I don't mind. The guy gives me good prices on stock and on work. I also sometimes chip in extra when I'm paying or when I know I've been a bit of a PITA due to circumstances. The extra money usually goes to getting a case of beer or some sprits so they can have a drink after work.

and I'm a member of PETA too...

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Discussion Starter · #49 · Jan 5, 2005

Re: (mikeinwi.)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by mikeinwi. »</TD></TR><TR><TD CLASS="quote">You have to keep this in mind. So when a customer gets excited and maybe acts rudely remember: This is not just a bike. It's like one of his/her kids and it's really important that it's treated as such.

</TD></TR></TABLE>

Ok So now I can get on my soapbox, I have spent my entire life dedicated to motorcycle sport, from Trails riding to Racing and everything in between, I have over 1million+ miles under my belt and have owned more bikes styles etc than I care to mention, I have grafted my A** off to get no-where in the grand scheme of things other than feed my passion, I do have 2 kids and I do do this to put them through school and feed them etc, However the statement made above sums it all up, I am just as passionate as my customers bike as my own HOWEVER to equate a bike as being one of your kids, that my friend is the root of the problem and I speak from over 20 years in the industry and not just in the USA, Europe as well. To put it blunty, We are all Men and your bike is a machine do you have passion for it yes, but they are built to be ridden and abused, if they break which they will you fix em, if you get a scratch on your clutch cover the so be it, at 80 MPH dragging your knee, or blowing into a corner 30mph over your ideal speed does any of that really matter?

In closing and packing up my soapbox and I am not saying this to offend, this is an opinion and like as**oles we all have one, WHERE DID THE REAL BIKERS GO ? if its running beat the crap out of it, if its not get the parts invite your friends over to your garage bust out the wrenches and make it work.

OK thats it!
Cheers
Ryan

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Discussion Starter · #50 · Jan 5, 2005

Re: (Doo Cat One)

Exactly Ryan!

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Discussion Starter · #51 · Feb 5, 2005

Re: (hearing8)

I was cruising through some old posts (wifey kicked me outta the bed and I tend to rise early when I have a wicked neck pain from the couch).

All this reminds me of a story, a true story.

I had one of those friends who was a PITA at any place that "serviced" anything. He'd be fine in Pizza Hut, but take him to a Jiffy lube and he expected them to give him the store in appreciation for him spending 15 dollars with them. It was often entertaining.

Well, We are at Tulsa International Airport (International my ass, but anyway) and he is buying a ticket to Pensacola and he wants to leave in two days. He wanted them to let him have the airplane after the flight, as a souvenir I'm sure. In short he had some demand about the price or service they were not willing to meet. He blows up and says "I'll never fly on your airline again, ever".

The cute ticket counter lady smiles back and with a glimmer in her eye says, "I'll notify the board."

Ha SUCKA.

So Jason, Bill, Did you fire the guy or what?

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Discussion Starter · #52 · Feb 5, 2005

Re: (planejob)

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by planejob »</TD></TR><TR><TD CLASS="quote">

"I'll notify the board."

So Jason, Bill, Did you fire the guy or what? </TD></TR></TABLE>

Kind of, I was about to....then one one of the other vendors that I deal with (who knows the whole story), that also deals with this customer had it out with him for a completely different reason then worked in the fact that he (the customer) was abusing us , completely out of line, etc. I have not heard from him (the customer) since.

We held a shareholders meeting and decided we will not be calling him either

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