Wichita Chapter Meeting - Handling Customer Comebacks Roundtable

Description

Comebacks Roundtable
lead by Mark Guerrero, Affinity Automotive

We’ve all had it, that sinking, disgusted feeling you get when a customer that just left pulls back onto your parking lot? To an owner, advisor or technician, there’s no feeling quite like that of a comeback, a returning customer - not in a good way, and the impact it has on your day. Comebacks will never go away entirely, but what if you could drastically minimize them? In this roundtable meeting, we’ll discuss the numerous reasons for comebacks and the effects they have on your shop, your staff and your customers. Whether it be human error, defective parts, lack of a quality control process, or something else entirely, our goal, as owners, should be to minimize them as much as possible to keep customer (technician and advisor) confidence high! This discussion is designed to boost your bottom line and shop morale as well while improving the image of our industry.