Handling Upset Customers in Your Shop

Superstar shop owner and Elite Business Development Coach Nick Sallas shares a tip on how to handle upset customers in your shop, and turn them into satisfied ones!

For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Nick through Elite Top Shop 360: Top Shop 360


Bob Cooper:
Hi, I’m Bob Cooper, the president of Elite Worldwide. Thanks so much for joining us today. I’m actually at our Pro Service conference here in Phenix, Arizona. And I’m joined by Nick Sallas, one of our business development coaches, who owns two rock and roll auto repair businesses Sallas Automotive in the great state of Missouri. And Nick, earlier, you’re telling me that one of the tips that you picked up here at the conference, you’re going to apply immediately in your business? And do you mind sharing it again with me and our audience as well?

Nick Sallas:

Yes. The biggest thing I picked up was when you have a customer that, you know, you may not have done something right, you made a mistake. Just ask the customer what it will take to make it right. A lot of times you’ll find that we think what we need to do to fix it is incorrect. What they want may be just an apology or let them make that call. So just ask them what you can do to make it right.

Bob Cooper:

Boy, what a great recommendation. What a great recommendation. As always. Nick, great seeing you and thanks for the great tip. Well, there you go. You just heard a really wonderful tip from a fellow that walks the walk. He knows what he’s doing. Nicolas, thanks for joining us. Put it to use, you’re going to be thrilled with the results.

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