As they approached the counter, they began yelling and cursing, and demanded to see the manager. My customer service rep already was backing away from the counter before they reached it. I quickly moved to the counter before they began tearing it from its mounts.
"I am the manager. My name is Kevin. Can I help you?" I asked, as I attempted to guide them into the production office away from other customers in the shop. Once safely away from the front office, they began to describe to me their problem. I took them in the shop to see their vehicle and within 15 minutes walked back through the office door, all of us laughing and joking like old friends.
My staff could not believe it. Within a very short time, I had diffused the two women and taken them from irate to eating out of my hand. I knew I had to understand what I had done and teach that same skill to all of my employees. It's an invaluable customer service skill.
Since then, I have been able to put together a few simple ideas that can help anyone calm down a hothead. These ideas work about 90 percent of the time. There will be occasional customers who just don't want to be happy. You can't make everybody happy by using these suggestions, but you will be able to diffuse 100 percent of them by reasoning with them and resolving their underlying issues.
Customers can be difficult. Difficult is very different from angry, and should be handled in a different way. Difficult might be demanding, detail-oriented, particular or just plain cranky. Many people fall into this category. Angry people can be scary. Even the best shops get angry customers. Maybe he or she just picked up their completed car and it died a mile from the shop. They had to walk back to the shop in the rain or snow to let you know what happened. That's an angry customer. You can deal effectively with all of these situations by utilizing some of the following tips.
Be calm and cool
The No. 1 rule is to stay calm and keep your cool. It is natural to become defensive when someone is inches from your face yelling at you. It is very difficult to stay calm, but it is absolutely imperative that you do. If you stay calm, respond and ask questions slowly and very calmly, your customer will begin to quickly calm down as well. It's like the old adage of using music to calm the savage beast.
Your demeanor will begin to be reflected by the customer. It's kind of amazing, but it works. Don't ever yell back. Even if you win the argument, you will lose in the end by losing that customer and potentially the others who might have come to your shop through referrals from that customer or that customer's insurance agent.
Choose your words wisely
Do not say, "OK sir/miss, you have to calm down." That type of patronizing statement will only fuel the flames. Instead, try to ask questions calmly that get to the root of why the person is angry. Let them tell you their story, uninterrupted, even if it is less than factual in nature. Genuinely listen to their story.
Once you have heard the entire story, apologize to them, sincerely, if you own the problem. I don't think you should accept blame for something that isn't your fault, but you can apologize for that something. If the problem is your fault, own it. Don't make up excuses or try to assign blame elsewhere. Simply admit the breakdown, apologize and then begin calmly trying to resolve the problem.
Your customer might have misunderstood information given to them and need some clarification. Don't create an argument or fan the flames of one that is already in progress, but calmly state the facts, and only when it's your turn to talk. Make sure you have the documentation to back up your words, if pressed.
Don't fight to be right when dealing with an angry person. You will never win, even if you are right. Simply try to find out the root of the problem and offer a scenario to fix it.
The angry or difficult customer has a problem that needs resolution. If you resolve the problem, or offer a solution to do so, the anger or difficult situation will go away.
Keep in mind that all customers have a life outside of this body shop incident. We have no clue what that person's day has been like. Maybe they just got fired or laid off. Maybe they just endured a death of a loved one or they have a sick child at home. The problems with their car might just be the last straw in a string of nasty occurrences on a bad day. They are probably not really angry or frustrated with you, you just happen to be the one they are venting to or looking to for help. Never take a customer's anger or aggression personally. Try to understand that it is being directed to you, but it's not about you. It will be easier to take if you do so.
Seek privacy
When dealing with a hot head, always try to move them away from the populated front office and other customers. Try to speak with them in private, but not in your office. That space sometimes is intimidating. Try to move the conversation to a more neutral area like a lunchroom or conference room.
However, if you are afraid of physical harm, ask a fellow worker to call police, and stay in the office area with other people around you. Never move to a private space if you fear for your safety in any way. I have been in these situations as well, and it's best to stay in the safety that numbers usually provide.
In most instances, moving to a private area to talk will help calm an irate customer down fairly quickly.
Understand the problem
Make sure that you understand the customer's problem. Once you do, you will be able to provide an effective solution. Put yourself in the customer's position. What would make you happy if you were them? That answer usually will help satisfy the customer as well. During your conversation with the customer, ask for details or information that will help you see what happened to get to the point you are at.
What do they want?
Once you see the customer staring to calm down, and you understand the problem, ask them what it will take to fix the problem. Most customers will be truthful with this answer. You will occasionally get the guy who wants the world for free, but more often than not the average customer that feels wronged, will let you know what they need to feel whole again.
You might be able to, through your conversation, understand what the customer wants without asking them. Once this point is reached, offer a solution, plainly and concisely. Let the customer know exactly what you are going to do for them, when and how. Put it in writing if necessary. That may seem somewhat dramatic, but it usually adds some teeth to the resolution you have provided. It also will end any miscommunication about the problem's resolution.
Know your limits
Make sure you know what you have the ability to do for an angry customer. Don't offer them something you cannot give them. Whatever you agree to do, if anything, make sure you do it. I have seen people promise to fix other damage, discount the repairs or touch up some nicks, but never follow through.
I do not advocate giving away the house to quell someone's anger. I think it's better to promise to fix the problem rather than try and bribe away the anger. If the repair is delayed it may be necessary to offer to pay for a rental day. I have done that many times. If the delay isn't your fault, try to make sure the customer knows you are going above and beyond if you give them something extra. Once they calm down, they usually appreciate it.
If you follow these basic steps, the next time a situation arises in your shop, you should be able to handle it fairly easily and professionally. Hopefully, you will never need to use this advice, but realistically, at some point you probably will. You won't be able to practice this process before it happens. Keeping in mind how you would want to be treated if you were in the customers' shoes will help you better serve your customers when they feel like they have been wronged. Think of these steps as ice water that will cool the hotheads.
