This week's question comes from the service manager of a high-volume Chevrolet dealership. He paints a picture that we're all-too-familiar with: the service advisor follows the process, the technician does everything right, but the customer is still unhappy. At the end of the day, we need to focus on effectively managing emotions, expectations, and communications with our customers. How the customer feels about the experience is ultimately the most important factor. It's time to review your communication process and figure out where things went wrong. 

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