This comes up more than you would think! Problems that come up every day in our service and parts departments and make tensions between the customer and the employee very high. When this happens someone will “blow their top”. Typically the customer will pop first and start to use expletives and insults as a tool to help get their point across. Once this happens it’s common for the advisors to disengage (hopefully not escalate), reach out to their manager, and demand that the customer be FIRED! After all, how can you allow your employees to be treated this way? 

Sound familiar? It should because we see it in service departments all the time. As a manager what should you do? On this episode of Hard Shop Life we discuss this scenario, and a few others, with our good friend and special guest Doug Settle, Fixed Operations Director for Don Ayres Honda and Acura. 

Just one more reason why it’s a Hard Shop Life!