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Counterman.com has a crack team of past Counter Professionals of the Year, editors and
and technicians at the ready to answer your technical and general business queries.
Our experts will tackle your questions and post the answers online.
Want to participate? If you have what it takes to be an Ask A CounterPro board member,
please email editor Mark Phillips, mphillips@babcox.com and tell him.
Ask the Counterpro isn't for questions that need immediate answers. (i.e. If someone's at the counter or on the telephone with you, we won't be able to respond that quickly.)
Recent Questions
Displaying 1 to 3 of 3
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They want us to guess what they have, but later act irate when the part we order is incorrect. Any suggestions?
Just
continue to be kind. If you are going to stay in the parts business or
retail of any kind for that matter, there will always be those who take
away from those who really deserve the attention. Just remember we are
here to help and those who really appreciate us make up for those who
don’t.
—Gerald Wheelus
Edgewood Auto Parts #253, Edgewood, Texas
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We encounter a lot of DIYers in our store who want us to look up parts for their vehicles, but only have a limited amount of info about their ride. They get irritated if we ask for a VIN or tell them to check their manual. They want us to guess what they have, but later act irate when the part we order is incorrect. Any suggestions?
The help we provide as counter people is dependent on good information
coming across the counter to us, as well as the information from our
parts vendors, and our own ability. “Garbage in, garbage out” is
unfortunately a stark reality, and we are likely to receive the blame
regardless of who was actually at fault. The best option is to politely
explain the situation: you are unable to accurately catalog the part
without additional information, but you would be happy to pick up where
you left off once you get that information. Then make sure you follow
through when they return. If they insist on ordering “maybe” parts,
explain your return policies thoroughly.
Thomas Dayton
Assistant Manager
J S Auto Supply in Jamestown, N.Y.
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When dealing with customers who are unruly or even just flat out rude — on purpose — how should you deal with them?
When a customer recently wouldn't accept the fact that I didn't speak Spanish, he went to someone who did. So even though he could speak English, he felt that I wasn't good enough to help him.
There are any number of problems that can be caused by a language barrier, up to and including lost sales.
But Spanish and English aside, based on what you said, it sounds like the customer may have had an attitude. He could have been having a bad day and was taking it out on you. Or it could have been frustration over his inability to get his point across to you. I wouldn't take it personally, because how could it be personal? If he had just walked into the store, he couldn't possibly know you.
Regardless, the ability to serve customers in their native tongue is good business and opens doors to more revenue. It sounds like your store is in a good position because it already employs someone who speaks Spanish. I would leverage that as much as possible. People feel more comfortable when they can conduct business in their own language.
-Mark Phillips
Editor, Counterman
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