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My shop's front desk stopped refunding every complaint back in March, and the yelling actually went down
Everyone in this sub says you have to give the customer something or they blow up, but my boss Dana tried something different at our shop in Pensacola around March. Before, we handed out gift cards for any little gripe, like ten bucks here and fifteen there, and honestly people just got louder because they learned the front desk folds fast. After we switched to a simple 'let me check the work order and call you back tomorrow,' the screaming dropped off a ton and the people with real problems still got taken care of. Nobody believes me when I say the free stuff was feeding the drama, so has anyone else watched a no-refund-on-the-spot rule calm things down instead of making it worse?
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paulw8719d ago
This matches what I keep seeing with rewards and coupons everywhere. Once people figure out that pushing gets them free stuff, the pushing never stops.
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