Professional Distributor - 29

Pavel Petrov/Dreamstime.com

this is a big deal or not.
In speaking with another jobber in Chicago, he said that he works
hard to make sure his customers
understand the warranty when he
sells them something with less than a
lifetime warranty.
Another warranty issue that will
cause problems is repairs. Telling a
customer, "Sure the tool is under warranty and the repair will be free, but
it is going to take four to five weeks,"
will usually be met with a less than
enthusiastic response such as, "And
what the #@&% am I supposed to use
for the next five weeks?" This is one
of those times the customer is mad at
the company, but you are getting the
verbal beating.
A save-the-day solution is to have a
used, trade-in tool to lend the customer
during the repair period.
Jobber: "Yes, four to five weeks is
too long to be without that tool, and I
wish repairs were faster. What I can
do is lend you this used tool I have in
the meantime. It will at least get you
through the repair period."

Again, you have accepted their
problem with empathy, agreed with
them, and in this case, given them an
acceptable solution. This is a win-win
response and solution.
An additional major concern for
you is that studies show a satisfied
customer will tell two to three people
about his experience with your company. A dissatisfied consumer will
share their lament with eight to 10
people, and with social media it could
get even worse.
In your case, a single, very unhappy
customer, or a heated exchange with
a customer overheard by others, can
influence many or all of the technicians in that repair shop.
One of the jobbers I spoke with said
that as soon as a technician brings up
a warranty issue, he will immediately
move the conversation to his truck.
Jobber: "Let's go out to the truck so I
can look up your purchase on my computer and see what we can do for you."
Here you are showing concern for
the problem and you are also showing
the customer his issue is important

enough to go out to the truck and look
it up. But even more importantly you
are separating the customer and this
potentially unhappy exchange away
from his coworkers' prying ears. This
also gives you the time to develop your
strategy on the way to the truck.
Three things that struck me as I
prepared this month's article:
1. Why don't mobile jobbers post a
small sign in their mobile store stating
the normal warranties of their most
common types of products?
2. Why don't the major mobile
brands print the warranties on the
packaging of all those products with
a less than lifetime warranty period?
3. Why don't manufacturers in this
industry offer extended warranties for
sale? You can buy warranty extensions
on many products: cars, TVs, computers, appliances, etc.
Remember that more than anything, unhappy people just want to be
listened to, understood, and have their
issue respected ... and they sure do not
want to be argued with.
Now go sell something.

Professional Distributor I June 2020 I VehicleServicePros.com 29


http://www.VehicleServicePros.com

Professional Distributor

Table of Contents for the Digital Edition of Professional Distributor

Editor's Note: How will COVID-19 affect the aftermarket in the days and weeks to come?
Catering to collision repair customers
2020 PTEN Innovation Awards Nominees, Part 2
In Focus Products
Driving Sales
Sneak Peek
Most Wanted
Go Sell Something: An unhappy customer should not be a lost customer
Diagnosic Tech: Diagnostic training and education comes in many forms and can transform a technician's skill set
Tales From the Road: North Carolina-based independent distributors Chris Stone and Mike Yarter prove success can come from outside the industry
Minimal Function Diagnostic Scan Tools
OBD-II Diagnostic Scan Tools
Heavy Duty Diagnostic Scan Tools
Professional Distributor - 1
Professional Distributor - 2
Professional Distributor - 3
Professional Distributor - Editor's Note: How will COVID-19 affect the aftermarket in the days and weeks to come?
Professional Distributor - 5
Professional Distributor - Catering to collision repair customers
Professional Distributor - 7
Professional Distributor - 8
Professional Distributor - 9
Professional Distributor - 10
Professional Distributor - 11
Professional Distributor - Sneak Peek
Professional Distributor - 13
Professional Distributor - 14
Professional Distributor - 15
Professional Distributor - 16
Professional Distributor - 17
Professional Distributor - Most Wanted
Professional Distributor - 19
Professional Distributor - 2020 PTEN Innovation Awards Nominees, Part 2
Professional Distributor - 21
Professional Distributor - 22
Professional Distributor - 23
Professional Distributor - 24
Professional Distributor - 25
Professional Distributor - 26
Professional Distributor - 27
Professional Distributor - Go Sell Something: An unhappy customer should not be a lost customer
Professional Distributor - 29
Professional Distributor - In Focus Products
Professional Distributor - 31
Professional Distributor - 32
Professional Distributor - 33
Professional Distributor - Diagnosic Tech: Diagnostic training and education comes in many forms and can transform a technician's skill set
Professional Distributor - 35
Professional Distributor - 36
Professional Distributor - 37
Professional Distributor - Driving Sales
Professional Distributor - 39
Professional Distributor - 40
Professional Distributor - 41
Professional Distributor - Tales From the Road: North Carolina-based independent distributors Chris Stone and Mike Yarter prove success can come from outside the industry
Professional Distributor - 43
Professional Distributor - 44
Professional Distributor - S1
Professional Distributor - S2
Professional Distributor - S3
Professional Distributor - S4
Professional Distributor - S5
Professional Distributor - Minimal Function Diagnostic Scan Tools
Professional Distributor - S7
Professional Distributor - S8
Professional Distributor - S9
Professional Distributor - S10
Professional Distributor - S11
Professional Distributor - S12
Professional Distributor - S13
Professional Distributor - OBD-II Diagnostic Scan Tools
Professional Distributor - S15
Professional Distributor - S16
Professional Distributor - S17
Professional Distributor - S18
Professional Distributor - S19
Professional Distributor - S20
Professional Distributor - S21
Professional Distributor - S22
Professional Distributor - S23
Professional Distributor - Heavy Duty Diagnostic Scan Tools
Professional Distributor - S25
Professional Distributor - S26
Professional Distributor - S27
Professional Distributor - S28
Professional Distributor - S29
Professional Distributor - S30
Professional Distributor - S31
Professional Distributor - S32
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