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When "The Customer is Always Right" Doesn’t Apply with Steph "That Tool Girl"
Manage episode 448894022 series 3473140
Sisällön tarjoaa MRSM Productions and Jimmy Purdy. MRSM Productions and Jimmy Purdy tai sen podcast-alustan kumppani lataa ja toimittaa kaiken podcast-sisällön, mukaan lukien jaksot, grafiikat ja podcast-kuvaukset. Jos uskot jonkun käyttävän tekijänoikeudella suojattua teostasi ilman lupaasi, voit seurata tässä https://fi.player.fm/legal kuvattua prosessia.
In this episode, Jimmy Purdy and Steph, known as "that Tool Girl," delve into the polarization within the automotive industry, challenging the notion that "the customer is always right." Steph shares her insights on the critical need for clear, effective communication with customers to avoid misunderstandings and disputes. They also tackle the impact of social media on businesses, emphasizing the ethical responsibility of shops to admit and rectify their mistakes.
00:00 Apprenticeship varies; four-year track for automotive.
06:21 Government overreach deters poorly executed vehicle repairs.
13:46 Imports car parts from USA; rotors locally.
18:03 Unnecessary charges for simple repairs, excessive billing.
23:47 Accountable for verifying before ordering parts.
27:10 He avoided admitting fault to protect his ego.
32:53 Fraud persists despite perceived transparency online.
42:25 The Transmission issue led to burned overdrive clutches.
44:19 Customer upset switches service after one mistake.
50:46 Fear-driven avoidance hinders accepting and capitalizing on mistakes.
54:19 Exaggerated video views, unexpectedly reached 3 million.
01:04:46 Professionally handle mistakes, and prioritize the bigger picture.
01:05:40 Viral video causes significant financial impact.
Thanks to our sponsor, Shop Boss! See how they can simplify your auto shop HERE
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