I lost my temper with a customer today - Page 3

ShakinJoe · 12-10-2011, 09:37 AM

Fred,

There are a lot of people hurting out there so having too many customers ain't a bad thing. I too have a small business and my phone on some days rings to the point that I want to smash it into little pieces. I have forced myself to find a way to make it amusing like betting myself internally when I sit down with a client that my phone will ring five times during the meeting. After four calls I laugh about it getting to five.

You should be ashamed of your actions but you need to move on and find a way to correct this like giving a complete numbskull more time than they should get on a future visit.

By the way.....we are only here temporarily.

speeder · speeder's Garage

He doesn't have too many customers. He just can't manage a small business.

iplagolf · iplagolf's Garage

Is this the flip side of the "I lost my temper with a mechanic today" thread by McLovin?

fastfredracing · 12-10-2011, 10:49 AM

I'm doing a head gasket for the guy this week. All is cool. I acted like a dick, but this guy was more of a hothead than I was , and he blew first. Feekin' left knuckle prints in my front door, this was before a single word was spoken. If he would have acted like this at my home, he would have been looking at the end of my gun barrel.
Maybe I can't manage a small business. but have been for nearly 20 years now, own my home, have money in the bank, low debt, own commercial real estate, a small fleet of cool cars/work trucks etc, and have a decent clientelle. I have not had a single day, not one without work in over 5 years. I treat people fair, am honest, trustworthy, and reliable. I work as hard as any white guy ever has. I juggle a lot of balls all the time in my life, and sometimes , I drop a few.

RWebb · RWebb's Garage

just apologize to him -- tell him why you were on edge and also that you can't see too well without your glasses, didn't realize it was him

and be SURE he sees the knuckle imprints on your door while you are chatting

iplagolf · iplagolf's Garage

So it is the flip side? If so we have two people who knew/know they made a mistake, and are both sorry for it. Learn from it, don't beat yourself up over it. The key words being, learn from it. Who among us hasn't had a bad day. Not a good small business owner. Been in business twenty yeas, sounds like a good one to me. Take the high road, tell him what set you off, and say I'm sorry. If he comes back for more work you'll have a good and more knowledgeable customer for life. If he doesn't come back he can tell his side of the story, and if he's honest, he'll say you apologized.

fastfredracing · 12-10-2011, 11:44 AM

No, the other thread is a parody of my situation , by that funny guy Mclovin'. ( I did enjoy it though) I honestly did flip on a custy the other day.
I did apologize to the guy, looked him in the eye, shook his hand, and said sorry, but also let him know that I thought he also crossed the line. I think we are o.k.

ShakinJoe · 12-10-2011, 12:44 PM

It will be funny but not surprising if you guys become friends! You are getting close to that time of year up there where you won't have sunshine for weeks! Don't fall off the cliff!

iplagolf · iplagolf's Garage

I'm too new to the site to know people here. The first entry in the thread was like WTF??? You sound like a good guy and have a good business, you in PA? A little far for service work. LOL!!! I've had to hold captains and owners hands in the marine industry, they love to talk, I'd talk to them as long as they wanted, but still charged them $90 bucks an hour to do so. I should of been a shrink, they get lots more money. Like in the come back before, prob. become good friends. Happy Holidays! Fritz

Ray-1 · Ray-1's Garage

I think losing your cool only a couple times in 20 years isn't so bad. That guy was cussing at you and as far as I'm concerned, he could go somewhere else to get the work done if he's going to be an #ss.
Putting a note on the front door is a pretty good idea though. You've obviously established yourself and you have a good reputation. We all have bad days and customers can be a pain. Keep up the good work!!

sammyg2 · 12-10-2011, 06:17 PM

I don't deal with the general public but I have internal customers who piss me off on a regular basis being unreasonable, demanding and rude. But if I acted like you did I'd be looking for a job.

I totally understand how you felt and I've often been tempted to act like you did, but I don't.
You were wrong to let your emotions take over your actions when dealing with a customer.

Your customers, no matter how rude or messed up, put food on your table and keep a roof over your head. You need them more than they need you.

Work is similar to being an actor playing a role. You have a certain way of acting and reacting, and it may not be how you really feel but you have to act the part.

In real life I'm usually not brutally honest and don't often tell people how screwed up they are. I don't do road rage, I don't point out people's stoopidity, instead I bite my tongue and use my outlet to let all that frustration out.
It's called PPOT and it's a wonderful place where you can be brutally honest and tell it like it is without having to sugar-coat every little thing.
It really is great therapy and it's FREE!
Sure they might think you're an A-hole, but so what? Let em think that, you'll know that's not how you really are. At least not all the time ;-)