I have a certainly strict policy at my dealer plus that is that the customer is regularly right; Even when the customer is wrong, my buddy and I never argue plus regularly agree with the customer! This is a strong dealer model that works plus it is the way that my Mom has regularly done business, and my Mom was the first owner of the heating dealer plus now I am the second owner.
My Mom retired 5 years ago plus since after that my buddy and I have been in charge, and i branched out to include commercial customers for the heating dealer plus some of my repair dealers had a lot to learn.
I hired some specialists to toil in the heating business. I hired specialists that were skilled plus know-howable with boilers, complex AC units, plus commercial furnaces. It was important to get staff members that were know-howable so they could teach some of the seasoned men about the new systems, and one of those specialists is a cocky guy named jack. I certainly like Jack a lot plus I want him to be a part of the team but he doesn’t know when to stop talking; A customer called a few days ago to complain because Jack was arguing with her… Jack told the customer that he needed a new boiler for the commercial office building plus the customer told my dealer that he was lying. Instead of calling me right away, he decided to engage in a heated conversation with the owner of the commercial office building. My buddy and I lost that account plus the new boiler job would have been a heap of money. The kid has got to learn to curb his opinion.