Small business owner, customer doesn’t believe they are dealing with the owner, and wants to speak to “Their boss”

 

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Small business owner, customer doesn’t believe they are dealing with the owner, and wants to speak to “Their boss”

Friend owns three auto repair businesses. He recently had a mechanic get rude with a customer and tell them to go somewhere else. Well customer complained, which went to the mechanic manager. Who offered to discount the labor entirely and repair the vehicle for the cost of the parts alone. Customer said that wasn’t good enough and felt like he was being handled by another “mechanic and not a real manager”

So then the manager is like fine I’ll direct you to the General Manager. General manager apologizes for the employee, makes the same offer, or a full refund and they will tow the vehicle at no charge to any shop within a 15 mile radius. Customer felt the GM was being rude and demanded to speak to his boss.

GM tried to end the issue there, but relented and referred the customer to the owner.

Owner basically consults with his GM, Manager, and Mechanic, apologizes, makes the same offer. At this point they are tired of the customer, was the mechanic disrespectful? YES! However they have offered to do the repair for cost of parts only, OR tow the vehicle to another shop at no cost within 15 miles (plenty of options for the customer to choose from) and the customer still wants more. The customer also doesn’t believe he’s dealing with the owner, there is no “boss” about this.

Owner is a buddy of mine, and is conflicted on what to do. So curious, what would you do if you as an owner of a small business made an offer to resolve an issue with a customer and the customer demanded to speak to your boss.

Small business owner, customer doesn’t believe they are dealing with the owner, and wants to speak to “Their boss”

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