Take My Money, Please

Main Navigation

Advertisement
Social Connect
Resources
Our Brand Family
Counterman - Babcox Media
Counterman has been serving auto parts jobbers, retailers and distributors since 1983.
News

Take My Money, Please

How easy and enjoyable do we make it for our customers to do business with us? Everything we do Neither adds to or detracts from the shopping experience for our customers.

Avatar
By Kris Walker
Published:

 

Related Articles

Here are lessons to be learned about the auto parts business in lots of different places. Heres a "fictional" account about a friend of mine, which just might shed some light on a universal truth about the auto parts business.

This make-believe friend of mine has a significant other who has a checkbook balancing problem like the Detroit Lions has a football playing problem. Lets just say that revolving credit, when left unchecked, can make ones credit rating sound like a toilet flushing – with about the same results.

This friend had a long list of creditors to which he ended up owing a lot of money to because Wisconsin is a "marital property" state, which means that you have no control over the spending habits of your spouse; however, you are completely responsible for the outcome.

In an attempt to retire one specific debt to a certain unnamed credit card company, my friend rang them up, and informed the "customer service" representative of his intention to pay off the balance. Heres how the conversation unfolded:

  • Customer Service: Whats the account number?
  • Friend: I dont have that in front of me, but I want to pay off the balance.
  • Customer Service: Im sorry sir, but I cant give you that number because the account is not under your name.
  • Friend: I know the account isnt under my name. I dont want to use the account. However, it showed up on my credit report, and I just want to pay off the balance.
  • Customer Service: Im sorry sir, but we have privacy laws to be concerned with.
  • Friend: Okay, but the credit report says the account is closed.
  • Customer Service: Yes, the account has been closed due to lack of payment.
  • Friend: There! The account is closed, and even if I did want to use the account (which I dont) I couldnt because the account is closed. All I want to do is pay off the balance.
  • Customer Service: Im sorry sir but there are privacy laws. Is there anything else I can help you with?
  • Friend: What do you mean is there anything else you can help me with? You havent helped with anything yet!

What my friend learned in the process of trying to retire this debt, is that, more than money, you need persistence. Isnt it amazing that you need to be persistent when trying to give someone money?

So my friend called back and tried another approach.

  • Customer Service: How can I help you?
  • Friend: Please take my money!
  • Customer Service: What?
  • Friend: Thats right – please take my money. Heres the name, address, phone number, etc. I owe you $848.50. Please take my money.
  • Customer Service: Im sorry sir, I cant do that.
  • Friend: Okay, Ill tell you what. Ill give you an extra $100 if you take my money right now.
  • Customer Service: Sir, I cant do that.
  • Friend: $200.
  • Customer Service: Sir, you dont understand we have procedures…

Around and around they went. In the end, the debt was paid off, but only after it was turned over to a collections agency (which cost my friend another $50). My friend may be the only person in the history of credit card payment who was turned over to collections while actively trying to pay his bill.

What does this have to do with selling auto parts? The words manufacturer, warehouse distributor, jobber, dealer or retail customer have not been used until now. Theres been no mention of disc pads, ball joints or rotors. Even so, this has everything to do with selling auto parts.

Customers and prospects come to us every day, and while they may not say, "Please take my money," they do call us on the phone, walk into our stores and allow us into their repair shops time and time again.

How easy and enjoyable do we make it for our customers to do business with us? How difficult and unpleasant do we make it for our customers to do business with us at times? Everything we do either adds to or detracts from the shopping experience for our customers.

I read somewhere that a mall in Canada scented the air and ended up doubling the average ticket.

My friend and I are willing to bet they didnt scent the air with cigarette smoke.

You May Also Like

Auto Industry

Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

Read Full Article

More News Posts
MEMA Launches At-Home REPAIR Campaign

The next step in the campaign to get the REPAIR Act passed is to get aftermarket suppliers involved.

By Emma Henderson
Shaw Assumes Leadership of MEMA Original Equipment Suppliers

Collin Shaw succeeds Julie Fream who served 10 years in the position.

By Emma Henderson
AACF Launches 65th Anniversary Fundraising Initiative

The campaign aims to raise $65,000 through 1,000 donations of $65 each.

By Counterman Staff
Schaeffler Publishes 2023 Sustainability Report 

Schaeffler was awarded an “A” score in the climate change category for 2023 by the global non-profit environmental organization CDP for corporate transparency and performance.

By Emma Henderson
Schaeffler Sustainability Report

Other Posts

Introducing ‘Sustainability by Schaeffler’ on Counterman.com

In the weeks and months ahead, stay tuned for more sustainability content from Schaeffler and Counterman.

By Josh Cable
Schaeffler Sustainability
Jacki Lutz Named Content Director at Auto Care Association

Lutz will be tasked with leading a cross-functional and multimedia content strategy, development and execution across all platforms.

By Josh Cable
Jacki Lutz Auto Care
Auto Care Association Certified as a Great Place to Work

“This prestigious award is a testament to the association’s commitment to creating an inclusive, supportive and dynamic work environment for its employees,” Auto Care said.

By Josh Cable
HD Repair Shops Report Increases in Counter Sales, Labor Rates

The data comes from a Fullbay report published in partnership with ATA’s Technology and Maintenance Council.

By Josh Cable
Heavy Duty Repair