Hold Your Temper
When you feel you've been
wronged by a repair shop.Stress is
Bad For You!
- Run your car through their
pansy bed?
- Hire a dynamite man to level the place?
- Climb their flagpole, refusing to come down until justice is
served?
- Eat a garlic sandwich and then introduce yourself to other
customers as the owner?
The correct answer was not listed above. When you have a complaint, there are some do's and don'ts that will
increase your chances of receiving fair treatment:
- Subdue your temper. You can't think rationally when you are
angry. You tend not to make good sense, and management will be
paying attention to your temper, not your problem.
- Ask to talk to someone in authority. Don't waste your best
material on some flunky.
- Avoid stress of third party listeners, talk in a private place. So much more can be accomplished
in a private office. Third parties cause trouble as remarks are
weighed against what the third party might have thought.
- Calmly jot down the events and items that bother you. Write down exactly
what happened, what you were promised, and in the order they
occurred. Be as accurate as possible. Be truthful.
- Don't get personal. Do not call anyone names, not even absent
parties. Keep it professional. Keep your coolDon't let them stop thinking about
your problem.
- Don't make unfounded accusations. Try to avoid accusations. State
your case accurately and truthfully. And state it fully, not just
what's advantageous to your side.
- Stick to the subject at hand. Don't get away from the primary
item.
- Hear the other side through. Don't interrupt while the other side
is being presented. Take notes.
- Accept apologies and promises to make good. Let them redo the job
- at least once.
- Restate what you understand about what happened. Ask them to
repeat your case to you to see if they really do have a feel for it,
and have been listening.
- If after the above is exhausted, and an equitable solution has
not been found, ask to see someone with more authority.
- If you fail after going to higher authority, then advise them
that you plan to consider all of your options, which will include
the Better Business Bureau, Consumer Affairs departments of
appropriate governmental agencies, and a private attorney. Stay calm
at all times, it is just a business matter and can be handled as
such.
This last resource is not intended as a threat, only a courtesy. It
would be unfair, and not in your best interest, to fail to advise
the other side of your intentions to pursue the matter. If you
merely fold up your tent and leave, they may assume you have
accepted their view of the matter. But, if notified of your
intentions, there might be some further negotiating, and even a
satisfactory conclusion.
|
