The Experience Factor — Creating extraordinary experiences one person at a time

Snowflakes and Employees

by Kelly Ketelboeter on December 17, 2010

As I watched the snow falling yesterday I couldn’t help but notice the beauty of each individual snowflake. So intricate. So delicate. So inspiring. And each flake so different. As my mind wandered to leadership I discovered a connection to employees. Each employee possesses their own beauty. Their own intricacies. They are delicate in their own right. Working to inspire and make a difference for the people around them. And how each employee is in fact so different.

Often times leaders try a blanket, one size fits all approach when working with employees. Failing to see how different each employee is. Failing to recognize that each employee is motivated in different ways. Failing to understand how to communicate with each employee. Failing to recognizing the beauty of their diversity.

Employees need to be led, coached and approached differently. As leaders we need to meet them where they are at, not where we are at. We need to provide information, feedback and motivation to meet the individual needs of each employee. Employees bring unique experiences and perspectives to the work place. They bring different levels of knowledge. They learn differently, they listen differently and they care about different things. As a leader it is our job to discover what each individual employee needs to be successful. We must then use that information as we help lead them to success for and within themselves.

There are however, a few things that must be consistent across the board no matter what employee you are working with. Effective leaders consistently coach, train, recognize, reward and hold everyone accountable to the standards, goals and expectations for performance and within the organization. How you provide this information and the opportunities to do so will be different. Employees must first understand the standards, goals and expectations. It is then up to us as a leader to teach them, provide feedback, celebrate the success and ultimately hold them accountable. This is how you create an equitable work environment. Treating everyone with the same one size fits all approach doesn’t create equity, encourage engagement or recognize the individuals that make up our team.

Just as each falling snowflake is unique, I encourage you to remember the uniqueness that each employee brings to your organization. To achieve high levels of success we must capitalize on that uniqueness by treating each employee as an individual.

We would love to hear your thoughts. Should leaders treat all employees the same? How do you create equity in your organization or on your team?

Until then enjoy the snowflakes or the sunshine depending on where you are!

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Malcolm X, Martin Luther King, Jr., and the Pathetic Leadership of ME

by Jen Kuhn on December 2, 2010

“You’re not supposed to be so blind with patriotism that you can’t face reality. Wrong is wrong, no matter who says it.” ~Malcolm X

“Cowardice asks the question, ‘Is it safe?’ Expediency asks the question, ‘Is it politic?’ Vanity asks the question, ‘Is it popular?’ But, conscience asks the question, ‘Is it right?’ And there comes a time when one must take a position that is neither safe, nor politic, nor popular but one must take it because one’s conscience tells one that it is right.” ~Dr. Martin Luther King, Jr.

Remember when you were a little kid? You really and truly knew and deeply understood right from wrong. Somewhere along the line, your experiences, parents, education and biases took hold. But for a brief and shining moment, you were a GENUINE person: completely unconcerned with the opinion of the world. You knew, in your heart of hearts, that ALL people matter. Most of you were conditioned through traditional education to dispel this truth. Yet YOU, yes you, have always known that there is more to this world than what you have been taught in your little world or in school. You want to make a difference, but you don’t know how, or have been discouraged from doing so in the past. Well, stick out your tongue and tell the world, “I’m a speck, but you WILL feel my power!

I am but a speck on the time line of humanity. Humbling, to say the least. But lately I’ve been wondering, what should I be doing with this morsel of time I’ve been allotted…never knowing when I shall be recalled. Am I honoring my briefest of moments in a manner worthy of the opportunity?

I recall a course from college. I was not taking it seriously for various reasons. I did not find my professor “worthy” of his title (my chutzpah had many sources). The assignment I recall was after our reading of By Any Means Necessary, by Malcolm X. We were put into groups, required to give a presentation. At the time, I was experiencing some personal difficulties and did not have the time nor desire to meet with my group. Needless to say, they quickly labeled me a slacker. I attended the “you have to attend this meeting or we will kill you” meetings in preparation for our presentation, but no other.

On the day of our presentation, my group looked at me with hostility. My thought: “You just completed an assignment. Booyah for you.” There were four students per group, and my group told me I’d be last, summarizing their major points. In my estimation, they figured I’d listen to their presentations and have the wherewithal to put their effort into summary formation. Chutzpah or not, as I listened I considered their one-sided, upper-middle class bias of a tremendous human being who lost his life for standing up for humanity. They were giving a book report. His “speck” deserved so much more.

My turn. I compared the writings, speeches and approach taken by Malcolm X to that of Dr. Martin Luther King, Jr. They were each brilliant, courageous, resolute, bold-spirited and valiant beyond words. Their stance was different, but their message was similar. My group was astounded. How dare I change the assignment! This was not a comparison between two leaders. Martin Luther King, Jr wasn’t even mentioned in the syllabus. Oh the humanity!

I didn’t care. How can you talk about one without the other? Education should make you THINK, not make you a robot. My goal was to compare the diverse approaches to leadership, to social inequities, to blatant racism and pure ignorance. I could give a flying “F” about a book report. I lived in Detroit in the late ’60′s and early 70′s. MEMORY: A young black man being chained to a street sign, beaten by a group of white teenagers. I was six years old as my parents took action. How could I not comprehend the need for differing approaches to leadership by the time I was a junior in college?! To note, none of my group members complained when we received the highest grade for stepping “outside the confines of the assignment.”

Leadership platitudes are nice, comfy and easy to retweet. But pathetic little me wants more. I cannot stand in the shadow of the character, wisdom or fortitude of the leaders that stood before me…marking their place in history, paving a road I am honored to travel upon. I am not worthy of their mark in history. However, I’ll be damned if I don’t take their lead and stand up for equity despite it’s unpopularity.

Kelly and I founded this company to challenge the status quo, to do the right thing when it’s the right thing to do and to never back down in the face of adversity. Look around my friends…adversity is blossoming. People are suffering. Propaganda is flourishing. I’m one small voice, one speck, please…PLEASE, tell us what you are willing to do to extend yourself to others, to lessen their burden, to become a light in the darkness. Opinions make a lovely garden…facts make a sustainable world. Care to raise your glass and make your own toast to courage?

Peace, Jen

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Stop TOUCHING Me!

by Jen Kuhn on November 15, 2010

NOTE from The Experience Factor: If video continues to be blocked by The Tribune: video can be seen on YouTube by searching “TSA Molests 3 year old”. We are making no accusations; that is simply how to find the video.

“Nothing in the world is more dangerous than sincere ignorance and conscientious stupidity.” Dr. Martin Luther King, Jr.

Children bring to the world a sense of hope, innocence, wonder and often times common sense that is unparalleled by their adult counterparts. The decline of any society begins with the intentional loss of protection of children and the elderly. As I watched this video I was mortified.

What is going on in our society that would allow such a travesty to occur? This is not just the act of one incredibly insensitive, ignorant and reprehensible TSA employee. What about the other participants. Yes, others. How many people were standing there while this took place and did nothing? They are participants. I’m a frequent air traveler. I can say with confidence that I would have intervened. I can also jump to the conclusion that I would have been detained. Doing nothing is doing something. I imagine most on-lookers were shocked. But the experience lasted long enough for intervention of some sort.

Are we more concerned as a country with “security” than common sense? Does this require sensitivity training, as TSA official James Marchand (TSA Regional Security Director) points out? I scream a resounding, “NO!” If you think the answer is to train an employee to stop touching a child that is screaming, “Stop touching me!”, then you need a solid reality check. The TSA website states: “Your safety is our priority.” I ask, “At whose expense?”

This is an open invitation to all TSA officials: our company will educate your employees for FREE in regard to common sense behaviors and creating a safe experience for consumers. In exchange, we would ask for a public service announcement that this TSA employees’ behavior was an abuse of power.

Please, stand up, speak up, shout out your thoughts! Do you believe TSA has gone too far? Remember, there were many other TSA agents standing by, allowing this to happen. Let your voice be heard. Silence is a statement.

“It is the job of thinking people not to be on the side of the executioners.” ~Albert Camus

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Respect THIS.

by Jen Kuhn on October 25, 2010

Self-absorbed leaders of the world: You are done. Over-cooked. Fried. Put a fork in yourself. Or, please, seriously, please, let me.

Just this weekend I heard a supposed “leader” DEMAND respect from his “subordinate”! *Eavesdrop moment*: “You must respect me! I am your BOSS.” The demand was based solely upon TITLE. Seriously? That works for you? Excuse me while I throw up a little in my mouth.

R-E-S-P-E-C-T! Find out what it means to me!

Let’s start with:

Behaviors: Don’t say one thing and live/do another. Your title can sit in the bottom of my toilet…with the rest of the sh-tuff. EARN respect.

Attitude: Ummm, nursery rhymes have a “king of the castle”. Move on, please. EARN respect.

Fear: You may be the big dog, but you ain’t the only dog. By the way, you might want to wipe that drool, you’re starting to froth at the mouth. EARN respect.

Ultimatums: Trump! You lose! Play that big card and wait til you see what I’ve been holding. Don’t ever mistake my compassion for weakness. EARN respect.

Duplicity: If you choose to live without integrity, don’t expect me to follow along. You are so FLAGRANT you’re see-through. EARN respect.

If you must demand respect, you have NOT earned respect. Get a clue. See a therapist. Or, could you just this once, for old times sake, be self-reflective? Nah, see a therapist. Who are we kidding here? If you think your title/name/job/status/etc EARNS you respect, then you need to start over. Way over. If you don’t know what I’m saying, then this probably applies to YOU!

Blind compliance brings abuse of power, genocide, terrorism, ignorance, enabling, fear, corruption and all sorts of nastiness. If you CANNOT or CHOOSE NOT to lead with integrity, compassion, morality, nobility, honesty, gentleness, understanding, empathy, sincerity, transparency, insight, wisdom, peace, courage, dignity, perception and acceptance…THEN PLEASE, step down. Accept who you are, and move along. We NEED more. We do NOT judge. We just know what we NEED.

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13 Steps

by Jen Kuhn on October 22, 2010

Sometimes, doing the right thing or making a difference requires amazing courage and presence of mind. I think of Martin Luther King, Jr., Rosa Parks, Eleanor Roosevelt, Mahatma Gandhi. Clearly, there are many more. These people come to mind based upon my world view, upbringing, education and life experiences. I’m certain these elements serve as the foundation for most people as they determine people they admire.

There are others who never make the news or a “substantial” mark in history who also do the right thing and make a difference. Through small acts of kindness, integrity, altruistic behaviors and sacrifice they impact the world.

I was speaking with my mom about some of her high school students. She teaches a course on Social Justice. She mentioned to each of her classes that a local food pantry needed some evening volunteers to carry bags of food up a flight of stairs: 13 steps. The need presented itself because most of the volunteers filling the bags are senior citizens, and though they are able to carry the bags up the steps, it would make a difference to have some assistance.

The students understood the need. Several volunteered immediately, writing their names on the sign-up sheet. Yet there was a pattern. Most Friday nights remained empty on the sheet. Ah, teenagers. Friday night is high school football games, parties and social mayhem at it’s best!

My mom understood and was simply impressed with the students who volunteered for any night. Their willingness to make a sacrifice during the stereotypical age of self-absorption was not lost on her. She does not buy into the stereotype and is frequently in her students’ awe. She was proud of them for volunteering. By the end of the day, more students walked into her class to sign up…and the Friday night slots were filled. 13 steps.

13 steps may not seem like much, but it will make a world of difference. Are you willing to take 13 steps? Where will they take you?

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Your Leadership Legacy

by Jen Kuhn on October 4, 2010

If you are in a position of leadership, formal or informal, you have a tremendous responsibility. This is not a burden, it’s an honor; one to be taken seriously.

At the end of this day, everyday, what type of legacy will you leave? I was inspired by the blog of Tim Sanchez (aka @DeliverBliss) to compile some leadership quotes to inspire you to embrace your role as a leader. Please take a moment to reflect upon the impact you are having on those around you. Leave a legacy worthy of emulation.

Management is doing things right; leadership is doing the right thing. ~P. Drucker

Leadership is action, not position. ~D. McGannon

You must do the thing you think you cannot do. ~E. Roosevelt

The main ingredient of stardom is the rest of the team. ~J. Wooden

Our lives begin to end the day we become silent about things that matter. ~MLK, Jr.

Nothing is more despicable than respect based on fear. ~A. Camus

The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands in times of challenge and controversy. ~MLK, Jr.

You don’t get paid for the hour. You get paid for the value you bring to the hour. ~J. Rohn

How far you go in life depends on your being tender with the young, compassionate with the aged, sympathetic with the striving, and tolerant of the weak and strong. Because some day in life you will have been all of these. ~G.W. Carver

You will face many defeats in life but never let yourself be defeated. ~M. Angelou

If you want to build a ship, don’t herd people together to collect wood and don’t assign them tasks and work, but rather teach them to long for the endless immensity of the sea. ~A. de Sainte Exupery

Standing for right when it is unpopular is a true test of moral character. ~M. Smith

“Do-so” is more important than “say-so”. ~P. Seeger

Humans are ambitious and rational and proud. And we don’t fall in line with people who don’t respect us and who we don’t feel have our best interests at heart. We are willing to follow leaders, but only to the extent that we believe they call on our best, not our worst. ~R. Maddow

You are responsible for the talent that has been entrusted to you. ~H-F. Amiel

These are just a small sampling of quotes. What quotes inspire you? We’d love for you to add to the list…

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Customer Service Wake Up Call

by Jen Kuhn on September 24, 2010

There are certain expectations consumers have of businesses. They are just a given, with no questions asked. For example, when you eat at a restaurant you expect that you will not get food poisoning. When you take your clothes to the dry cleaner, you expect they will not lose them or give them to another customer. When you fly on an airline, you expect that you will arrive at your destination (eventually). These are basic consumer expectations that most reasonable people do not question.

I recently stayed at a hotel (The Crowne Plaza) while visiting a client. As I unpacked my clothes and continued preparing for the presentation I would be delivering, I noticed a sign on the nightstand. It stated, “If we do not provide your wake up call at the requested time, your stay is free!” The small print stated that taxes and room charges still applied.

On the surface, this sign seemed like a reasonable deal. However, as I began to get ready for bed, the sign became menacing. What compelled them to make this offer? How many times did they forget to provide a wake up call that required them to spend money and time marketing this promise? What were the consequences to the guests who had overslept as a result of the hotel forgetting to give them a wake up call? Did someone miss an important meeting, a big event or a job interview????

The seed had been planted. I was now concerned that they would not fulfill the basic expectations of staying at their hotel: a simple wake up call. They may as well had signs stating: “If there is no running water in the morning, breakfast is on us!”; “If we call and awaken you in the middle of the night, we will apologize profusely!”; “If you get bed bugs as a result of sleeping here, you’re gonna hate us!” Ya’ think?

Businesses beware! When you have to promise to deliver basic expectations, you may want to take a closer look at the customer experience you’re creating. If I expect it, don’t promise to do it: get it done.

Would you like to give a business a wake up call? We’d love to hear your thoughts.

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Take It To Twitter

by Kelly Ketelboeter on August 11, 2010

I am one who believes in the power of feedback. Whether its positive or negative, it is a gift. It is an opportunity to grow and to learn. A chance to refine skills and build knowledge. That’s why I am always shocked when companies ignore, dismiss or make excuses when a customer provides valuable feedback and insight.

A few weeks ago my niece was visiting from Texas. Of course it isn’t a trip to Chicago without touring as much of our fabulous city as you can. As we were strolling down State Street we were hit with the wonderful aroma of freshly popped popcorn. It smelled so good we could practically taste it. It didn’t take long for us to find the source of the smell as we ran right into Garrett Popcorn on Randolph and State. The line was out the door. Which isn’t surprising because Garrett Popcorn is a Chicago tradition that spans 60 years. Being the popcorn connoisseur that I am, I convinced my niece that this popcorn was worth the wait. So we waited. And waited. And waited. All while being teased by the aroma of freshly popped popcorn. We placed our order for the buttery popcorn and were told they had to make a new batch. A new batch? I was thrilled that we were going to get a fresh new batch of buttery popcorn! After waiting some more amid the craziness of the store we finally got our popcorn. We made our way to the Metra station to head home and couldn’t wait to sit down and devour our popcorn.

We found our seat on the train and I prepared my niece for the ultimate popcorn experience. We opened the bag, took a handful and shoved it in our mouths. I couldn’t believe what I was tasting. It was the worst popcorn I have ever had. I think they lost control of the salt shaker or something because the popcorn was so salty our lips and eyes were burning. My niece questioned my credibility and my popcorn connoisseur status. She couldn’t believe I thought that this was the best popcorn in Chicago. And for that matter, neither could I. We were disappointed to say the least.

When we got home I decided I wasn’t going to simply throw away our popcorn, maybe the saltiness would subside after a few hours. Hey a girl can dream! But no, it still tasted like complete garbage. Since we were now back home in the suburbs there wasn’t much we could do. Our dreams of popcorn had been crushed. So I took action. I got on-line and found the phone number for Garrett Popcorn and placed a call to their customer service line. I felt the company had a right to know about our experience. I personally have made a commitment to make the invisible, visible. And that wasn’t going to happen if I didn’t speak up.

I was greeted with a less than enthusiastic hello from a customer service rep in the call center at Garrett Popcorn. I told her my problem and expressed my extreme disappointment. She took my name and my phone number and that was it. I had to ask, “what’s going to happen next?” She told me someone would get back to me. Three days later I hadn’t heard a word from Garrett Popcorn and I was really frustrated. So I decided to test their customer service using a different venue. I took it twitter. Here was my tweet:

Had the WORST buttery popcorn from @garrettpopcorn Called comp, didn’t get an apology, was told someone would call, still waiting #fail

Within 2 hours I received a Tweet from Michelle who handles the Twitter account for Garrett Popcorn. She also called me, sent me a direct message on Twitter and sent an email. Talk about a fast response and covering all the bases. I spoke with Michelle and shared all the invisible factors during our experience with the hope of making these factors visible to management. After all Garrett Popcorn prides themselves on having the freshest, most delicious popcorn. In fact right on their website it says that customer satisfaction remains their highest priority. Really? Someone might want to let that customer service rep in the call center in on that secret. I certainly didn’t feel like it was a priority at all let alone their highest priority.

I am happy to say that Michelle at Garrett Popcorn addressed my concerns, apologized, empathized and offered a solution. Within 24 hours I had a huge tin of buttery popcorn delivered to my home. I was hesitant to take the first bite after my last experience. But that didn’t last for long! This was the buttery popcorn I had bragged about to my niece. This was the buttery popcorn that Garrett is known for. This was the 60 year Chicago tradition I was trying to share with my niece. After all is said and done, Garrett came through for me. Or should I say, Michelle at Garrett came through for me. You see, it’s the people of an organization that make an organization great even when the product fails to deliver. So thank you to Michelle for responding to my tweet and for turning around the experience I had at Garrett Popcorn. I hope I was able to help Garrett Popcorn see what is visible to their customers but yet invisible to management.

Bottom Line: Take the time to provide feedback. It’s the only way we can make the invisible, visible. And if you don’t get a response, well…take it to Twitter!

What experiences have you had with companies on Twitter? What experiences have you had with a company when you provided feedback with the hope to make the invisible, visible?

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The Invisible Consumer

by Kelly Ketelboeter on August 2, 2010

Have you ever felt ignored, unimportant, annoyed, upset, disenchanted or as if you were a bother as a customer, patient, parent or student? Where your are basically…invisible?

The state of service today is disgusting to say the least. The latest research shows that only 4% of people will take the time to provide organizations with feedback. Why you ask? Because we don’t think it will make a difference. Because we feel…invisible. The other 96% of us will tell as many people as we can about our experience with your organization. And just in case that isn’t enough 59% of us turn to Yelp! or other social media sites to vent. You can include me in that percentage.

If your organization serves anyone, anything, then let this poem serve as a wake-up call.

Remember Me?
Author Unknown

I’m the person who asks:
“How long is the wait?”
You tell me ten minutes…
but it gets very late

I’m the person who sees:
The whole staff loiters
While my waitress does everything
But take my order.

I’m the person who says:
“That’s not what I ordered…but it’s O.K.
I’ll eat it anyway.”

I’m the person who calls:
To see if my lost item was found
And all I get is a run-around.

I’m the person who leaves:
With a slight frown
Cause the hostess is no where to be found.

I’m the person who should:
Write a negative letter
But feel it wouldn’t make anything better.

Yes, you might say that I’m a good guy…
That I understand that you kind of try.
But, please read on and you will see…
That there’s another side of me.

I’m the person who
Never comes back
Because of something you tend to lack.

It amuses me to see you spending
Thousands of dollars on ads never ending
In an effort to get me back into your place
When you hardly even remember my face.

In order to keep me as a guest
I have but one simple little request…
When I am here all you have to do
Is give me the service I’m entitled to.

Each and every time a consumer comes in contact with your organization they have an experience. What that experience is and how it plays out is up to your organization and your employees. Realize that your organization has the power to drive your consumers in or drive them out based on their experience. Their experience will generate either positive or negative word of mouth. Their experience will increase their trust in your organization and employees or it will destroy it. Ask yourself, from the moment my consumers come in contact with our organization what’s their experience like? Would you do business with you?

Inexperience in serving your customers and failing to harness the power of your employees to influence the experience is expensive. Our goal is to highlight the invisible factors that many organizations aren’t aware of, choose to ignore or just don’t think are that important. It’s time to make the invisible, visible and create an extraordinary experience.

We would love to hear your experiences. Tell us about a time when you felt invisible. What organization’s need our help making the invisible, visible?

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Combat Gear, Attack Plans and the Unhappy Customer

by Kelly Ketelboeter on July 20, 2010

Have you ever felt like you have to put on full combat gear and map out a plan of attack just to deal with someone in customer service? Please tell me I’m not the only one!

Last week we took our car to the dealership because we had an issue. An issue that is still covered by our warranty. Imagine that! The dealership sent us to the body shop for them to take a look at our car. The guy at the body shop was less than personable. He checked out our car and proceeded to tell us that it had already been repainted. I was completely confused since we bought our car new (not the wisest investment I know!) with only 4 miles on it. And we put those 4 miles on it during the test drive. When we questioned the expert on his assessment he just kept chanting the same line over and over again…

“It’s not up to me. I just check out the car, tell the dealership what I see and they decide what to do. This car has been repainted and that’s what I plan on telling them.”

Not once did the gentlemen actually recognize our real concern. It wasn’t if the dealership was going to take care of our problem under our warranty, it was understanding how a car with 4 miles on it could have been repainted. We’ve never been in an accident (knock on wood), we have never had it painted and we are the only owner. Even after expressing our concern he just kept repeating the same line. He did expand on his chant only to tell us he had been doing this for 40 years and knows when something has been repainted. I wasn’t questioning his expertise or the fact that the car had been repainted. I wanted to know how this could possibly happen!

The minute we got home we started to do some research. We found out that there are several hundred other owners with the same car, the same year, that had the same problem. We printed pages and pages of information ready to go into battle when the dealership called. I had my weapons drawn, my armor on and my war plan in hand. All of this could have been avoided if the body shop guy would have just taken the time to understand us and our concerns.

I realize the body shop couldn’t solve our problem. We weren’t expecting them to. Regardless of who’s at fault or whether or not you can solve the problem there’s an opportunity here to create a positive experience and diffuse a potential battle with these 4 simple steps.

1. Listen.

The key here is not to interrupt when the customer is talking and not to jump to any conclusions. You also want to make sure you give the customer your full attention. Avoid thinking about what your going to say next. And definitely avoid drawing your weapons! Focus on what the customer is saying, what’s happened, how they are feeling and what they want. Ask yourself, “what is the customers true concern?” Don’t just take a guess at what you think it is or you won’t satisfy your customers needs.

2. Empathize.

We bought our very first new car with only 4 miles on it. Did I tell you that already? It would have been nice to hear something along these lines, “It’s definitely disappointing to find out your brand new car was repainted.” Why yes it is! Empathy will help to diffuse emotion and it shows the customer that you were in fact listening and understand how they are feeling. When there’s a problem realize that customers are not logical beings. We are emotional. So recognize that emotion. How would you feel? What would you want to hear?

3. Apologize.

Often times you probably didn’t create the problem the customer is having. All the same an apology can go a long way in building good karma with your customer. Apologizing doesn’t mean you agree with the customer. It’s just a simple statement. Again it will help to diffuse emotion and increase logic.

4. Educate.

As I stood there in the body shop in disbelief I wanted to know how on earth a brand new car had already been repainted when we didn’t repaint it. Help me understand. All it would have taken is for the service rep to tell us how this could have possibly happened. Come to find out, after our own research, sometimes cars get damaged in transport to the dealership. Sometimes they get damaged on the lot. And sometimes that’s just how the car was built and painted originally. Who knew? Certainly not me. I am sure that the service rep did know though. Because when we came back to drop off our car, he explained that. A little too late if you ask me. There are things about your business that you know that the average customer doesn’t know. Don’t quote policy. But instead educate and explain the possibilities. Not only will it save you a headache later on it will also build good will with your customer.

I am happy to say that the dealership did take care of our problem at no cost to us. I put on my combat gear for nothing! I did second guess our original purchase and for the first time in 3 years experienced buyers remorse. I also said to my friends and family that we would never buy a Dodge again or anything from that dealership. It wouldn’t have taken much for this to be a non-event for us. If only the service rep had these 4 tips.

What would you add? What’s been your experience as an upset customer? What’s been your experience in dealing with an upset customer? We would love to hear your story and what’s worked for you.

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